Experience Strategist

Job Summary

As an Experience Strategist you will play a pivotal role in shaping the customer experience strategy for our Cards & Payments domain. With a focus on design thinking and service design you will lead initiatives that enhance customer journeys and deliver exceptional service experiences. Your expertise will drive innovation and ensure alignment with business goals contributing to the company's success and societal impact.

Responsibilities

• Lead the development and implementation of customer experience strategies within the Cards & Payments domain to enhance user satisfaction and engagement.
• Oversee the design delivery process ensuring that all projects align with the strategic vision and meet quality standards.
• Facilitate design thinking workshops to foster innovation and collaborative problem-solving among cross-functional teams.
• Conduct comprehensive customer journey mapping to identify pain points and opportunities for improvement in the customer experience.
• Develop service design frameworks that streamline processes and enhance the overall service delivery.
• Collaborate with stakeholders to ensure that experience strategies align with business objectives and customer needs.
• Provide insights and recommendations based on data analysis to drive continuous improvement in customer experience.
• Manage project timelines and resources effectively to ensure timely delivery of experience strategy initiatives.
• Communicate effectively with team members and stakeholders to ensure alignment and understanding of project goals.
• Evaluate the impact of implemented strategies on customer satisfaction and business performance.
• Stay updated with industry trends and best practices to ensure the companys experience strategy remains competitive.
• Support the integration of new technologies and tools to enhance the customer experience.
• Advocate for the customer perspective in all strategic discussions and decisions.
  

Qualifications

• Possess extensive experience in design delivery management ensuring projects meet strategic goals.
• Demonstrate expertise in conducting design thinking workshops to drive innovation.
• Have a strong background in customer journey mapping to identify and address customer pain points.
• Exhibit proficiency in service design creating frameworks that enhance service delivery.
• Show a deep understanding of the Cards & Payments domain applying this knowledge to experience strategy.
• Display excellent communication skills to collaborate effectively with stakeholders.

• Maintain a proactive approach to staying informed about industry trends and advancements.

Salary and Other Compensation:

The annual salary for this position is between $120,000/Year to $142,000/Year depending on the experience and other qualifications of the candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.