Customer Experience and Engagement Strategist

2 weeks ago

London, United Kingdom Collinson Full time

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

**Purpose of the job**
The Customer Experience and Engagement Strategist is responsible for developing and
implementing strategies that enhance customer satisfaction, loyalty, and engagement. This role plays a critical role in driving the company's mission to deliver exceptional customer experiences and create lasting relationships with customers.
UX and CX Planning: As part of their role, the Customer Experience and Engagement Strategist will focus on UX and CX planning to deliver exceptional customer experiences.

**This includes tasks such as**:

- Creating and updating customer journey maps to understand and optimize customer

touchpoints.
- Conducting user testing to validate design decisions and gather insights into

customer behavior and preferences.
- Ensuring customer experiences are accessible, intuitive, and meet customer needs

through collaboration with design and technology teams.
- Continuously evaluating and improving the customer experience, using feedback

from customers and stakeholders

**Key Responsibilities**
- Develop and implement customer experience and engagement strategies: This includes conducting customer research, collaborating with cross-functional teams, and monitoring and evaluating the effectiveness of customer experience initiatives.
- Conduct customer research: This involves understanding customer needs and preferences through methods such as surveys, focus groups, and user testing. The insights gathered from this research inform the development of customer experience and engagement strategies.
- Collaborate with cross-functional teams: This involves working closely with teams such as product, marketing, and operations to ensure seamless execution of customer

experiences.
- Monitor and evaluate initiatives: This includes tracking key metrics such as customer

satisfaction and loyalty and making data-driven recommendations for improvement.
- Stay up-to-date on industry trends and best practices: This involves continually educating oneself on the latest developments in customer experience and engagement.
- Analyze customer data: This involves using data to identify trends and make data-driven decisions.
- Partner with design and technology teams: This involves working closely with designers and developers to ensure that customer experiences are user-friendly, accessible, and meet the needs of customers.

**About you**
You have a creator and builder mindset and love getting into detail as much as the big picture. You thrive in a collaborative, customer facing and cross-functional environment, working with partners,
clients, prospects, Sales, Data, Product, Growth, Design, Marketing, and everyone else in-between to deliver exceptional customer solutions, in order to help ours and our customer’s business grow.
Continually learning and adapting, you strive to grow yourself and those around you. You love to take green-field opportunities and build solutions to address real world client opportunities and are comfortable to challenge teams & processes to prioritize and solve them. Living and breathing all things product and client growth, you:
**Key Skills**:

- Strong strategic thinking and problem-solving skills
- Excellent verbal and written communication skills
- Strong project management and o

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