Experience Lead - Strategy Consulting - BFSI/Retail/Auto

Experience Lead JD

Overview :

- Role of an Experience Lead will be a blend of a customer experience designer, a customer engagement manager, and a program manager who will help conceptualize as well as deliver client projects driving next generation experiences and commerce programs for their customers

Responsibilities :

- Primary KRA will be to conceptualize and deploy Experience ideas and solutions that help our clients improve their Customer Experiences for their customers across the Value Chain

- Secondary KRA will be Program Delivery - leading, delivering, and managing compelling digitally- driven CX Solutions in support of overall business growth and revenue targets for our clients

- Ability to conduct Consumer Research and Insights on customer engagement and commerce drivers.

- Co-ordinate qualitative and quantitative research that measures the full Customer Experience journey. Report findings and recommend changes to Customer Experience

- Help build holistic Customer Personas deriving from Segment behaviour & rich Empathy Maps, and articulate Customer Journeys for the brand/organization

- Develop Process Maps and Use Cases that aid CX designs for increased Engagement and Commerce opportunities for our clients - leading to increased Loyalty, Advocacy, Retention

- Drive program operations for focused projects spanning CX, Sales, Marketing, CRM, Services activities

- Implement CX Measurement & Feedback mechanisms, like CSAT, NPS, CES, Referrals, Etc.

- Own the end-to-end Project Delivery and Project Management interfacing with client stakeholders as well as multiple Ogilvy teams. Implement processes to achieve program goals and objectives

- Take responsibility of realizing the Project/Program KPIs via continuous impact assessment initiatives

- Candidates should have lead multiple projects through scope/discovery, estimation, development, implementation, post deployment support with ability to influence solution design for the clients

- Facilitate strategic and operational planning in projects. Create hypothesis and design experiments to unlock new levers for growth, identifying insights through performance data and further interface with internal teams such as design, creative, marketing and operations to action the insights derived.

- Stakeholder Management: Coordinate with internal and external stakeholders, partner with the design/creative team-agency to translate business goals into short-term and long-term initiatives

- Establish and provide clear communication to executive leadership

- Conduct account/ engagement review with client on periodic basis and coordinate client visits

- Contribute to design and continuous improvement of our Experience platforms/solutions

Requirements :

- Bachelor's degree in Engineering, Marketing, Communications, Advertising or related field (or with equivalent Industry experience or Academic background). PG specialization will be a plus.

- 8-12 years overall experience in e-Commerce, CPG, BFSI, Retail and Auto companies, either on agency or client side

- 5-7 years proven record of accomplishment in core roles (Experience/Engagement/Commerce role)

- Proficiency in managing programs of scale (5-10 mn active customers and above)

- Exposure to CX mapping tools (like MS Visio/Powerpoint, Nunwood, Gliffy, Canvanizer, Others)

- Exposure to multiple CRM Tools and Platforms (Braze, Salesforce, Adobe, SAP, Smartfocus, Others) will be a plus

- Experience of all channels offline, mobile/apps, web and social is a must

- Experience in Project Management for 3rd party clients or with external agencies is a plus.

- Exhibit astute commercial & industry acumen.

- Strong communication and relationship skills.

- Self-starter, experience with large teams, takes Ownership.

- Ability to work well under deadlines, pressure and to successfully meet these deadlines.

- Ability to plan/create the framework for program planning in short TATs and work with some ambiguity while having a strong sense of customer centricity

- Strong project/program management skills, ability to juggle multiple work streams, extremely strong in execution as this role will involve overseeing significant execution

- Exposure to B2C as well as B2B ecosystems will be a big plus