Customer Experience Strategist

8 months ago

London, United Kingdom Omnicom Health Group Full time

Overview:
**Customer Experience Strategist**

Reports to
- Customer Experience Director - HCP & Patient

**Position summary**
The Customer Experience Strategist, assists in the development and implementation of customer experience strategies across our work. The role involves collaboration with various departments to enhance customer interaction across touchpoints and foster customer satisfaction. The position requires a working knowledge of digital channels, good communication skills, and a focus on productivity, along with an interest in enhancing the customer experience internally (agency and wider network) and to the client.

**Key capabilities**
- ** Strategy assistance**: Willingness to learn and assist in the development and implementation of customer experience strategies that aligns with our clients' goals and values
- ** Analytical thinking**: Ability to support in analysing customer behaviour, market trends, and competitor initiatives to adapt and improve customer experience
- ** Cross-functional collaboration**: Can work effectively with other teams to help create a cohesive customer journey
- ** Feedback implementation**: Willingness to assist in transforming feedback into actionable strategies for product and service improvement
- ** Performance tracking**: Some experience in tracking key performance metrics is a plus
- ** Support change management**: Assist in supporting organisational change related to customer experience by communicating the vision, goals, and benefits of customer experience initiatives

**Position Requirements**

**Digitally**
- ** Tech-aware**: Understanding of or willingness to learn about customer experience software and tools, data analysis, and reporting
- ** Ideation**: Interest in the creative thinking process and a potential role as a digital supporter within it
- ** Proactiveness**: Openness to new ideas and innovative approaches
- ** Direction**: Ability to assist in translating strategic insight into a clear direction for digital development

**Productivity**
- ** Problem-solving**: Good problem-solving skills with a willingness to identify and analyse customer experience challenges
- ** Time management**: Ability to manage tasks and responsibilities efficiently
- ** Innovation**: Interest in exploring innovative solutions to improve customer experience
- **Process**: Adherence to processes to ensure smooth execution

**Relationships/Communication**
- ** Interpersonal skills**: Good interpersonal skills with a focus on building relationships with internal teams
- ** Communication**: Strong communication skills, both written and verbal
- ** Client relationships**: Assist in maintaining relationships with clients and key stakeholders
- **Conflict resolution**: Ability to recognise and handle disagreements with support from senior team members
- ** Empathy**: Has an empathy with the creative thinking process

**Knowledge and Skills**
- ** Industry knowledge**: Familiarity with or willingness to learn about the industry's latest trends and technologies in customer experience
- ** Technical skills**: Basic proficiency in or willingness to learn about various customer experience platforms and tools
- ** Business acumen**: Some knowledge of business operations and customer service principles
- **Communication strategy**: Willingness to learn how to engage the consumer effectively and leverage creative ideas

**Management and Leadership**
- ** Leadership**: Interest in learning to lead and inspire teams, fostering a customer-centric culture
- ** Team support**: Ability to support team goals and collaborate effectively with team members
- ** Strategic thinking**: Willingness to contribute to shaping a vision and strategy for customer experience
- ** Decision making**: Good decision-making skills, with support for more complex choices
- **Creativity**: Assist in creative development and ensure alignment with project briefs
- ** Values**: Helps to create environments where the Four Freedoms are supported - Freedom to Fail, Freedom from Fear, Freedom from Chaos, Freedom to Be

At DDB Remedy we have an underlying belief that our agency and specialist services should reflect the society in which we live. Be that Age, Disability, Education, Ethnicity, Gender, Gender identity, National Origin, Religion or Sexual Orientation.

Simply, we believe that Inclusion and Diversity makes for a more stimulating and inspiring working environment, where people are treated with respect and can be comfortable being themselves. Embracing these different approaches and thinking helps deliver tangible and positive results for our clients’ businesses.

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