Cricket Wireless LLC.
Lead Customer Experience Strategist
Cricket Wireless LLC., Dallas, Texas, United States, 75215
## Lead Customer Experience StrategistCustomer Experience Strategy Team:The CX Strategy team identifies and defines the strategic opportunities for the Digital Customer Experience team, resulting in delivering a strategic vision that sets that direction and inspires action.
With a thorough understanding of emerging or changing customer behaviors across the marketplace, disruptive technologies and emerging markets the CX Strategy team helps shape the customer problem and illustrates a better future, allowing for new innovative experiences to take shape.
Lead Customer Experience StrategistAs a Lead Customer Experience Strategist, you will play a pivotal role in shaping and driving the strategic vision for our customer experience (CX) initiatives, with a strong emphasis on leveraging artificial intelligence (AI) to transform digital customer experiences. You will bring a curious, optimistic, and flexible mindset to the team, leveraging your deep knowledge of customer experience, market trends, enabling technologies, and the evolving role of AI. You thrive in a dynamic environment where change is constant, and you are motivated to learn, adapt, and innovate.In this role, you will lead cross-functional teams of CX, business, and technical experts to ideate and deliver ideal-state experiences for our customers. You will synthesize customer and market data to understand evolving customer behaviors and expectations, and you will create and document customer journeys to identify opportunities for improvement. Your ability to think broadly and strategically will be crucial in setting the strategic vision and ensuring alignment with organizational goals.**Key Responsibilities****Required Qualifications**8+ years of proven experience in customer experience (CX) strategy, with a strong understanding of CX principles and methodologies.Demonstrated ability to lead cross-functional teams and drive collaboration. Strong analytical skills, with the ability to synthesize data and translate insights into actionable strategies. Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. Ability to think strategically and prioritize effectively in a fast-paced, dynamic environment. Familiarity with enabling technologies and tools that support customer experience initiatives. Preferred QualificationsExperience in creating and documenting customer journeys. Knowledge of market trends and emerging technologies in customer experience. As a Lead Customer Experience Strategist, you’ll bring a curious, optimistic and flexible mindset to the team, leveraging your deep knowledge of customer experience and the trends in the marketplace and enabling technologies.
And what you don’t know, you have a desire and aptitude to learn and adapt.
Like the market we serve, change is inevitable and constant, and you thrive in that environment.
You have an innate ability to understand the problem at its core.
What is **Obsessed with customer experience** Customer experiences are everywhere.
You see it, you experience it, and you understand the strategy behind it.
It’s just how you think.The fun never stops with you.
You enjoy your life, your work and the people you feel lucky enough to work with.
Fun and enjoyment is at the epicenter of it all and is the reason you have a smile on your face at the end of the day.**Core hard skills:**At the heart of it all, you are a problem solver.
You have this innate ability to turn complexity into simplicity, threading the balance between analyzing and acting as you help define our CX Strategies.
Through intent listening (to the customer, the market and multitudes of data) you can see the story through the trees.
As such, it allows you to craft a narrative that inspires action and change.
You think broadly and strategically, understanding where to put your focus and where not to.
Your experience allows you to do that and is crucial for setting the strategic vision.The key to it all is that you are a problem solver, using your ability to simplify and spot the strategy, you can understand the problem from the right angle and present innovative approaches to solve. You may or may not have a researcher’s background but you have a researcher’s mindset and know how to and what to research.
Your breadth of experience allows you to utilize the right sources at the right time.* Medical/Dental/Vision coverage* 401(k) plan* Tuition reimbursement program* Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)* Paid Parental Leave* Paid Caregiver Leave* Additional sick leave beyond what state and local law require may be available but is unprotected* Adoption Reimbursement* Disability Benefits (short term and long term)* Life and Accidental Death Insurance* Supplemental benefit programs: critical illness/accident hospital indemnity/group legal* Employee Assistance Programs (EAP)* Extensive employee wellness programs* Employee discounts up to 50% off on eligible AT&T mobility plans and accessories,* AT&T internet (and fiber where available) and AT&T phone. #J-18808-Ljbffr
With a thorough understanding of emerging or changing customer behaviors across the marketplace, disruptive technologies and emerging markets the CX Strategy team helps shape the customer problem and illustrates a better future, allowing for new innovative experiences to take shape.
Lead Customer Experience StrategistAs a Lead Customer Experience Strategist, you will play a pivotal role in shaping and driving the strategic vision for our customer experience (CX) initiatives, with a strong emphasis on leveraging artificial intelligence (AI) to transform digital customer experiences. You will bring a curious, optimistic, and flexible mindset to the team, leveraging your deep knowledge of customer experience, market trends, enabling technologies, and the evolving role of AI. You thrive in a dynamic environment where change is constant, and you are motivated to learn, adapt, and innovate.In this role, you will lead cross-functional teams of CX, business, and technical experts to ideate and deliver ideal-state experiences for our customers. You will synthesize customer and market data to understand evolving customer behaviors and expectations, and you will create and document customer journeys to identify opportunities for improvement. Your ability to think broadly and strategically will be crucial in setting the strategic vision and ensuring alignment with organizational goals.**Key Responsibilities****Required Qualifications**8+ years of proven experience in customer experience (CX) strategy, with a strong understanding of CX principles and methodologies.Demonstrated ability to lead cross-functional teams and drive collaboration. Strong analytical skills, with the ability to synthesize data and translate insights into actionable strategies. Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. Ability to think strategically and prioritize effectively in a fast-paced, dynamic environment. Familiarity with enabling technologies and tools that support customer experience initiatives. Preferred QualificationsExperience in creating and documenting customer journeys. Knowledge of market trends and emerging technologies in customer experience. As a Lead Customer Experience Strategist, you’ll bring a curious, optimistic and flexible mindset to the team, leveraging your deep knowledge of customer experience and the trends in the marketplace and enabling technologies.
And what you don’t know, you have a desire and aptitude to learn and adapt.
Like the market we serve, change is inevitable and constant, and you thrive in that environment.
You have an innate ability to understand the problem at its core.
What is **Obsessed with customer experience** Customer experiences are everywhere.
You see it, you experience it, and you understand the strategy behind it.
It’s just how you think.The fun never stops with you.
You enjoy your life, your work and the people you feel lucky enough to work with.
Fun and enjoyment is at the epicenter of it all and is the reason you have a smile on your face at the end of the day.**Core hard skills:**At the heart of it all, you are a problem solver.
You have this innate ability to turn complexity into simplicity, threading the balance between analyzing and acting as you help define our CX Strategies.
Through intent listening (to the customer, the market and multitudes of data) you can see the story through the trees.
As such, it allows you to craft a narrative that inspires action and change.
You think broadly and strategically, understanding where to put your focus and where not to.
Your experience allows you to do that and is crucial for setting the strategic vision.The key to it all is that you are a problem solver, using your ability to simplify and spot the strategy, you can understand the problem from the right angle and present innovative approaches to solve. You may or may not have a researcher’s background but you have a researcher’s mindset and know how to and what to research.
Your breadth of experience allows you to utilize the right sources at the right time.* Medical/Dental/Vision coverage* 401(k) plan* Tuition reimbursement program* Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)* Paid Parental Leave* Paid Caregiver Leave* Additional sick leave beyond what state and local law require may be available but is unprotected* Adoption Reimbursement* Disability Benefits (short term and long term)* Life and Accidental Death Insurance* Supplemental benefit programs: critical illness/accident hospital indemnity/group legal* Employee Assistance Programs (EAP)* Extensive employee wellness programs* Employee discounts up to 50% off on eligible AT&T mobility plans and accessories,* AT&T internet (and fiber where available) and AT&T phone. #J-18808-Ljbffr