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Experience Strategist

Reporting to the Vice President of Strategy and Insights, the Experience Strategist will be responsible for managing Kinetic's strategy, insights and planning services for clients.

Responsibilities

  • Manage the delivery of Kinetic’s strategy, insights and planning engagements for Kinetic’s clients and partners.
    • Lead client onboarding and day-to-day client management including workshops and presentations
    • Develop strategic briefs for internal teams to establish alignment on the client's business need and Kinetic's strategic / creative focus of each client engagement.
    • Lead the planning and delivery of business / customer / associate discovery research, customer / associate journey mapping, service model blueprinting and opportunity mapping for clients / partners.
    • Work with the research and design teams to develop and prioritize customer / associate concepts to focus on, produce prototypes for user testing, conduct user testing workshops and compile user testing reports for presentation to Kinetic clients and internal teams.
    • Work with the client success and engineering teams, produce platform / product roadmaps for clients.
    • Work with the design and technical teams to transition engagements from strategy / creative to platform delivery.
    • Work with the technical team to write business and feature requirements documentation.
    • Work with the client success and engineering teams to define key performance indicators, establish performance benchmarks and define all tracking and reporting requirements for clients.
    • Work with the client success team to deliver platform performance / insights reports post-launch and propose platform refinements / updates.
    • Work with the client success team to develop account plans and transition day-to-day client management.
  • Work with the VP Strategy to develop key strategy, insights and planning documents / templates to support the delivery of Kinetic’s strategy, insights and planning services.
    • Client intake / onboarding (onboarding documents, SOW creation for strategy / design components)
    • Client / team mobilization (team / client briefs, stakeholder workshops and ideation sessions)
    • Service delivery (experience audits / evaluations, journey maps, research / insights reports, ensuring platform / product designs align with strategy, platform roadmaps, platform performance reports)
  • Collaborate with Kinetic's senior executive team on the ongoing planning and development of Kinetic's platform / product strategy and roadmap.
    • General platform / product strategy and positioning within the market.
    • Market segmentation and platform / product positioning within specific segments (ie. fashion, beauty, etc.)
    • Continuous evaluation and prioritization of platform / product features based on business, market and user insights across client engagements.
  • Serve as an expert and advocate for Kinetic's platform and products to Kinetic's clients, partners and internal teams.​​​​​​​
    • Present and demonstrate Kinetic's business, platform / products, process and case studies to potential clients, partners and internal teams.
    • Collaborate with client success and business development teams to support ongoing client / account strategy and new business development initiatives.

Requirements:

  • 5 + years of relevant experience in Customer Experience Strategy or Design Consulting.
  • Genuine communicator who can empathize with our clients’ challenges and articulate actions to build stronger solutions; from client emails, to deck development and everything in between.
  • Ability to plan, organize, schedule and meet deadlines.
  • Mastery of creating and conduction presentations
  • A true team player with an openness to growth and professional/ personal development for him/herself and others around them.
  • Comfortable working in a highly collaborative and open office environment.
  • Experience in retail customer service is an asset.
  • Experience and/or knowledge of innovative applications of retail technology is a bonus.
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