About VistaXM
VistaXM is the leader in providing Experience Management as-a-service for B2B companies. We help our customers create and retain loyal customers by delivering industry-leading customer experiences which translate into significant business value. We remove the complexity of managing Customer Experience (CX) programs from our customers by running their CX programs for them, telling them what they need to know and then helping them implement the changes with the highest levels of business impact.
Our proprietary playbook and AI-enabled platform delivers significant differentiation vs. the traditional consultative approach that is prevalent in the market today for CX solutions. VistaXM provides actionable insights to our customers in a fraction of the time of a DIY program or consultant engagement, and we deliver this service for less than our customers can do themselves.
In this role
The Customer Experience Strategist role reports to the Director, XM Strategy and is responsible for design, implementation, and tactical execution of CX initiatives and projects for VistaXM customers.
You will provide CX advisory services to our customers in the areas of Customer Experience management, survey design, data collection and analysis, benchmarking, action planning, and change management.
You will work with VistaXM leadership team to lead the improvement of our current methodology and development of new and innovative service offerings that meet our customers’ needs.
Responsibilities
- Understand our clients’ business objectives and execute structured CX programs that align with those goals.
- Gather business requirements from our customers and convert them into actionable roadmaps.
- Create customer journey maps, identify key metrics, and document customer touchpoints.
- Design and configure appropriate listening mechanisms (surveys, digital intercepts, etc) required to collect customer feedback.
- Identify and implement required CX tools. Integrate CX tools with customers’ existing systems and processes.
- Perform manual and automated data analysis tasks.
- Leverage analytics tools to identify patterns from customer feedback and identify key areas of focus.
- Develop customer-facing presentations and deliver monthly operational updates to our clients.
- Educate yourself and be able to effectively communicate VistaXM’s value proposition and how we deliver that value to the customer.
- Support several ongoing customer projects in parallel.
- And since we’re a rapidly growing startup, any other relevant task that might pop up.
Who we’re looking for
- An energetic, personable individual who is driven to succeed.
- A great team player who continuously strives to learn and grow.
- The ideal candidate will be a bold, creative, customer-obsessed consultant who will be laser-focused on understanding our clients’ current and future needs.
- BONUS: Someone who has worked in a startup or other lean business. We need people who want to solve problems without significant support staff or oversight.
Skills & Requirements
- 3-5 years of experience working with customers on their customer experience or digital transformational initiatives.
- Excellent communication, presentation, and time management skills.
- Solid understanding of Customer Experience management process and best practices.
- A blend of external consulting experience as well as internal CX practitioner experience is beneficial.
- Experience executing CX initiatives, ability to hit milestones, measure progress, and demonstrate outcomes.
- Experience (at least awareness of) using human centered design concepts and development of user journey maps
- BS/BA degree or similar work experience required .
Compensation
VistaXM offers a competitive overall compensation package which is dependent on previous experience. VistaXM also provides a competitive benefits package plus equity.
Additional Information
Ability to travel up to 25%
Location is anywhere in the United States