Job Title: Strategy Analyst-CX

Location: Lilongwe

JOB PURPOSE – SUMMARY

As a strategy analyst you’re responsible for leading digital product concept development, prototyping and creation phases for our key clients. In this role one is expected to be managing client relationships, exploring core customer experience challenges, and collaborating with interdisciplinary project teams to create innovative solutions. You will be working closely with design and technology teams to implement digital products that are designed around the needs of the end user.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

• Audit the business/brands digital footprint to come up with a data lead CX strategy.
• Plan and manage experience-led strategies end-to-end, ensuring the requisite processes and capabilities are in place for successful delivery and exceptional client results.
• Demonstrate expert knowledge of all aspects of the customer-centric approach, and the ability to apply this knowledge flexibly across a variety of project types.
• Collaborate with the team to deliver customer-focused digital products and services that meet client needs in creative and impressive ways.
• Present the latest digital and CX trends and methodologies in an engaging manner and use them to deliver innovative solutions that surprise and delight.
• Align creative, data, content and technology with client needs and business objectives, identify and convert commercially viable opportunities, and create case studies for growth.

PROFESSION, TECHNICAL SKILL AND PREVIOUS EXPERIENCE REQUIRED

• Education: Should have a degree in Business Administration, Computer Science, Information Technology, Information Management, Economics, or Statistics, or in a related field.

• Technical Knowledge: Proven CX capability and experience, particularly with large scale/complex projects delivered against commercial requirements.

• Previous experience in validating research and ultimately made decisions on which features get put into a Product
• Strong technical knowledge of digital and multi-channel CX strategy, measurement frameworks, mapping, data collection and analysis, statistical analysis, ethnography and other critical CX research, analysis and review methodologies.

• Communication: Excellent written and verbal communication skills, and presentation style for managing client expectations, facilitating workshops, and conducting stakeholder and customer interviews.
• Solution focus: Enthusiastic, solution-focused attitude, with the dedication to find the best outcome for all projects.Ability to innovate and think creatively to deliver results.
• Comfort with ambiguity: Decision making involves some level of uncertainty, so it is important that applicants are comfortable with ambiguity.
• Computer skills: Applicants should possess advanced excel skills and be proficient in PowerPoint for presentation purposes.
• Collaborative skills: They must be able to work with cross-functional teams and have the maturity to interact directly with senior executives across departments, as well as provide leadership to teams on the implementation of strategic initiatives.

Send your Application and Curriculum Vitae  with the Position you are applying for as a subject to talent@simplyblackmedia.com