Consumer Experience Manager

Vancouver, WA
52 Limited is a digital staffing agency with an industry-leading focus on the creative + technology space. We exclusively place tech and creative talent in direct-hire, contract-to-hire, and contract roles with our clients in Portland, Seattle, and San Francisco.

We are looking for a seasoned Consumer Experience Manager for a direct hire role with our client in Vancouver, WA. This role will work with a small but mighty Consumer Insights team. The ideal candidate is exceptional at researching CX across touch points, developing insights from that information and inspiring positive change across the organization, all with the goal of creating brand experiences that promote life-long relationships with our customers by helping them succeed. Applicants must be already in the area or willing to relocate on their own.

In this role you will act as the consumer champion and influence organizational culture to listen and to act on customer feedback be tracking, investigating and developing a deep understanding of our consumer's journey. This role will collaborate with teams from Marketing, Product Development, Customer Care and Finance to improve experiences across all touch points. You will conduct research, get to know our customers, distill observations into insights and share them company-wide in an effort to focus our efforts on the most important opportunities and inspire the design of better experiences.

Qualifications:

* 5+ years experience in a CX, Marketing or Research role
* Bachelor’s degree in a research-related field; Design or Marketing Research, Psychology, Sociology, Anthropology, Human Factors or other applicable research field
* Ideally, hold the CCXP certification
* Experience building and managing a CX program
* Experience developing and implementing customer journey blueprints
* Analysis capabilities (qual and quant)
* Journey mapping / persona creation experience
* Strong moderating skills
* Strong communication and presentation skills; an ability to communicate at all levels within the organization and to influence decision makers
* Visual presentation skills
* Experience managing vendors, leading projects
* Detail oriented


Must have proficiency with:

* Qualtrics
* Excel
* Microsoft Office Suite
* Power BI (ideal but not required)

Candidates must apply with a resume to be considered.