Experience Strategist
US-Remote /
Customer Experience – UI/UX Design /
Full-Time
/ Remote
Our Vision is to be the Most Trusted, Flexible and Easy to Use Hybrid Cloud Data Platform. Actian is transforming industries by empowering companies to accelerate application modernization and simplify the Cloud journey. Our customers use the Actian Data Platform to unify their siloed data, explore and securely exchange data to run a variety of analytic workloads that provide real time business insights at a fraction of the cost. We have 24 of the Fortune 100 companies using Actian technology in some of the most mission critical applications that impact your daily life.
Join our dynamic culture and team of enthusiastic, bright minds and be part of an environment where you can innovate and collaborate in a context that has lasting, transformative impact in the worlds of data management, integration and analytics.
Actian’s Customer Experience (CX) Team exists to provide exceptional experiences for our customers by helping them realize the value and success from working with Actian’s products and services. The CX team designs and delivers quality experiences by turning customer needs and user insights into actionable ideas to help them solve their business challenges through the Actian Cloud Data Platform.
The Experience Strategist is a member of the Experience Strategy team and will collaborate with senior CX leaders, user research, experience design and visual design to design and deliver customer experience initiatives. This role is hands-on strategy + execution and will develop and continuously refresh user journey maps and user personas that align with Actian’s product roadmap. The strategist will own the user research roadmap and work closely with Experience Design on translating user insights into actionable areas of opportunity. The ideal candidate for this role has experience designing customer experiences that map to company strategic initiatives and has executed the full process.
This is an exciting new role with opportunity for growth within the HCLSoftware Data & Analytics portfolio. The Experience Strategy team will play an important role reshaping how we deliver the customer experience and grow our presence in the cloud data management market.
Responsibilities:
- Develop the experience strategy roadmap that frames customer and user problems, needs and ideal states with recommendations, initiatives, and solutions for each phase of the customer journey
- Conduct workshops using experience modeling techniques and frameworks such as service design blueprinting and mapping the end-to-end customer journey and identifying the moments that matter that drive value to our customers and the business
- Create experience strategy briefs and other work products to ensure stakeholder alignment on new customer journey initiatives that align to the business KPIs
- Advance core set of user personas and journey maps into actionable and tangible outputs to support experience and product initiatives
- Collaborate with other functional leads to translate rough ideas into concept models and preliminary UX designs
- Develop and own the user research process that aligns to the identified journey mapping opportunities and the Actian product roadmap priorities
- Translate and present user research findings that are backed by hypothesis testing and data findings into actionable insights, recommendations and initiatives
- Partner with cross-functional leads in Product, Engineering, Customer Success, Sales, Marketing, IT and Experience Design to provide feedback on wireframes, visual designs, content and functionality to ensure the strategy is aligned and innovations in user-centered designs are delivered to customers with high impact
Skills and Expertise:
- Minimum 5 to 7 years of experience in similar roles working in digital agency, management consulting or SaaS customer experience
- Demonstrated experience in solving complex user problems through content, design and analytical problem-solving
- Experience collaborating with cross-functional teams to identify and launch CX initiatives
- Expertise in facilitating design thinking workshops and CX methods such as service design blueprinting, journey mapping frameworks, and user personas
- Expertise in producing various CX outputs such as strategy briefs, journey maps, content strategies, service design blueprints, information architectures and other artifacts
- Possess strong written and verbal communication skills with excellent presentation skills
- Passion for creating exceptional customer experiences
Preferred
- Industry knowledge of the cloud data management or data warehouse space
- Experience using Pendo, Miro/Mural, Figma, JIRA and Confluence
Why Actian?
- Employee focused culture that listens and invests in our people
- Competitive benefits (Medical, Dental, Pet, Parental Leave & Wellbeing Services)
- 401K matching and Corporate Bonus Incentives
- Flex-vacation program and remote work policy
- Career development planning and professional development
- Company Social Responsibility (CSR) matching program
- Friendly and Fun workplace
We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.
