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Customer Experience (CX) Strategist

TEKsystems
$65.00 - $83.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, New Jersey, Mount Laurel
Apr 08, 2025
Location: Mount Laurel, 1-2 days a week. Duration: long term contract, expected to convert to FTE with client Role: CX Strategist - Consumer Banking Top Skills * Customer Experience CX or marketing - strategic thinker. Customer journey - omnichannel. Look at it from customer perspective and understand if it's an optimal experience. What can be changed to make it seamless. * Look at data and insights - come up with a solution. This person doesn't have to come up with a technology tool. Solution: What is the ideal design? What should the CX design look like? The IT team will figure that out. Looking for the person to decide what is wrong with the current state of the customer, what is the pain point. What is the future state? * Consumer banking experience Candidate experience: * CX (customer experience) expertise * Providing Customer insights * Conducting Customer research * CX metrics, CSAT, C effort scores, MPS * Evaluate tools - make recommendations for the future state of tools * Retail banking omni channel experience * Customer data and insights * Communication skills/Executive presence * Marketing or product management background will suffice * Expanding outside credit card - CX for all of consumer bank. Deposits, retail, etc... * Journey mapping * Understanding customer experience and how to measure it * A true CX person is the first choice but someone coming from marketing could work as well Job Summary: We are seeking a strategic thinker with expertise in Customer Experience (CX) or marketing to join our team. The ideal candidate will have a strong experience in consumer banking and be adept at analyzing data and insights to design optimal customer journeys across omnichannel platforms. This role focuses on improving the customer experience by identifying pain points and envisioning future states, without necessarily developing technology tools. Key Responsibilities: * Customer Journey Optimization: * Evaluate the current customer journey from an omnichannel perspective. * Identify areas for improvement to ensure a seamless and easy experience for customers. * Collaborate with IT teams to implement the ideal CX design. * Data Analysis and Insight Generation: * Analyze customer data and insights to identify pain points and areas for improvement. * Develop solutions and recommendations for an optimal customer experience design. * Define the future state of customer experience. * CX Strategy Development: * Provide strategic direction for customer experience initiatives. * Conduct customer research and provide actionable insights. * Evaluate and recommend tools for future state CX improvements. * Metrics and Performance Evaluation: * Utilize CX metrics such as CSAT, Customer Effort Scores, and NPS to measure and improve customer experience. * Monitor and report on CX performance and progress. Qualifications: * Proven expertise in Customer Experience (CX). * Experience in providing customer insights and conducting customer research. * Familiarity with CX metrics and performance evaluation tools. * Experience in retail banking with omnichannel experience. * Strong communication skills and executive presence. * Marketing or product management experience is a plus. * Ability to expand CX initiatives beyond credit cards to include deposits, retail banking, etc. * Proficiency in journey mapping and understanding customer experience measurement. * * * * will also be considered as long as they have a experience in consumer banking. * * Work Environment: * This role requires presence in Mt Laurel, NJ for 1-2 days a week. Pay and Benefits The pay range for this position is $65.00 - $83.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Mount Laurel,NJ. Application Deadline This position is anticipated to close on Apr 11, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.