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Client Experience Strategist

Marketing & Strategy
Lagos
Job Description

Use feedback to develop an in-depth understanding of customers
 Implement a system to help you collect feedback, analyze it, and act on it regularly
 Reduce friction and solve your customers' specific problems and unique challenges
 Make listening to customers a top priority across the business.
 Develop customer needs and use cases throughout a customer journey.
 Translate customer needs into business requirements.
 Serve as an advocate and champion for the customer centric, research, & design cultures to
stakeholders with little experience partnering in human centered design.
 Develop client strategic insights via client research techniques: quantitative, qualitative
 Lead teams in developing business and customer cases to help drive experience improvement.
 Understand and interpret customer experience measurements.
 Develop operational plans to deliver great customer experiences.
 Have a strong cross-functional understanding of service delivery to be able to identify and engage
boundary partners.
 Develop client strategic insights via client research techniques: quantitative, qualitative, 
 Have experience with leading facilitated sessions in customer journey mapping and service
blueprinting.
 Create effective communications across multiple internal channels to increase ability to change the
customer experience.
 Develop views of both present and future customer journeys through quality research.
 Lead projects that enhance client’s understanding of the customer.
 Serve as customer advocate during new product launches and service upgrades.

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