Our client has recognized that to provide truly transformative work, they need to break out of the typical agency organization that silos away strategy, analysis, UX, UI, and digital marketing. By unifying these teams and their diverse skill sets, they empower themselves and their clients to create transformative digital work that engages users on every level.
Working closely with digital marketing, creative, and development teams, our client will facilitate centralized oversight to customer experience programs and efforts company-wide, as well as centralized projects and programs.
This position is tasked with elevating our clients digital products and building a strong, integrated and happy team, as well as working with peers to ensure excellence in customer experience across all departments. Interested candidate must be able to create a strong vision and consumer experience strategy that is shared across the organization, achieving buy-in from all departments.
This position is also tasked with productizing CX services and generating value and incremental revenue from all products and services associated with the practice including Digital Strategy, User Experience, Web Analytics, and Search Engine Optimization.
Manage the P&L for the CX group
Build and manage the CX team, attracting, training, and retaining top talent
Provide a strong vision and direction for the group that will guide exponential improvements in our digital products and processes
Produce standardized documentation for services for RFPs, on-going services, and presentation material for new client presentations
Collaborate closely with other team leaders to integrate CX best practices across all our products and services
Foster and oversee the collaboration of the CX group with the Creative, Development, and Digital Marketing groups with the aim of bringing CX best practices to all elements of our digital practice
Reporting progress to CIO
Work directly on marquee clients
Improved ROI for the CX Group.
Development of more efficient work-flows and processes that increase through-put and profitability of every member of the group
Growth of the CX team- adding and retaining top talent
Improvement of the collective skills of the team- organizing and managing ongoing education and training events and conferences for all roles
Improved digital products- measurable improvements in the results we achieve for our clients
Better collaboration between teams.
360 review benchmark and bi-annual re-assessment
Increased incremental revenue for services associated with the CX practice including Digital Strategy, Analytics, User Experience and Search Engine Optimization
Increased incremental revenue for associated practices including Digital Marketing, Design and Development
Additional Responsibilities Associated with Management Team
Participate with the management team to help fuel culture within the agency environment
Help to foster agency vision
Be an agent of change to always have a voice to the betterment of the agency
About HDJ & Associates, Inc.
HDJ + Associates is consistently named one of the top recruiting firms in the Pittsburgh area. We are a professional employment and search solutions company focused on recruiting the best possible talent available in today’s demanding market place.
Our clients often tell us that finding the right candidates to join their company is one of the most difficult tasks on their already overburdened task list.
Likewise, our candidates often tell us that finding the right position in today’s crowded market place is frustrating and overwhelming.
Let HDJ + Associates take the pressure out of the recruiting process for both candidates and employers. We will hit the employment bullseye each time streamlining the recruiting process to success.