Customer Journey Mapping Expert

ForeOptics - Tysons, VA

ContractEstimated: $78,000 - $110,000 a year
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EducationSkillsBenefits

About ForeOptics

ForeOptics, a dynamic and innovative management consulting organization specializing in business transformation across many industries. We help our clients develop strategies and execution plans that solve critical business challenges. Our solutions focus on people, process, data and technology that enable true operational and digital transformation. We employ agile principles in our methodologies that drive rapid results. Our team is staffed with industry practitioners and subject matter experts who are adept at successfully driving complex change.

Our values and culture is one of collaboration, client centricity, and time to value. We have a creative team that is constantly learning and building their skills. We believe in expanding our leadership team through internal advancement. We offer a flexible work schedule and environment that allows for balancing life with work.

Job Responsibilities - what they will be doing

The Digital Transformation team is directly responsible to drive transformational change through the development and execution of Customer Experience and Digital Strategy. The role will involve planning & execution of Client Journey Mapping Lifecycle with customer/clients partnering with functional areas of the business to improve the overall client experience. The Customer Journey Map will depict the ideal end-to-end customer experience across multiple touchpoints and takes into consideration insights from design sessions, customer research, business processes and changes to business models. The CJM will work with key stakeholders to define a standard methodology and toolset for Customer Journey Mapping that enables consistency as well ensures that all teams are skilled with requisite knowledge to create the customer journey mapping.

Customer Journey Mapping (CJM) expert will perform the following:

  • Run large, cross-functional customer journey mapping and design thinking workshops with many levels across the organization
  • Plan & execute work Experience creating diagrams that illustrate the steps customers go through in engaging with a company, whether it be a product, an online experience, retail experience, or a service. with customers / internal audience as a part of the Client Journey Mapping process
  • Map end-to-end custom touch-points.
  • Deliver a comprehensive journey output while enhancing the look and feel of the deliverables from a Client Journey mapping perspective
  • Create diagrams that illustrate the steps customers go through in engaging with a company
  • Perform project-management and stakeholder management tasks as required.
  • Identify opportunities for continuous improvement; contribute to development and maintenance of a standardized methodology for capturing customer journeys.

Experience - What technical experience they have

5+ years of experience in Customer Journey Mapping - design, development and maintenance of customer journey-maps.

5+ years of experience managing a Customer Experience or Customer Engagement process

Experience in the financial Services industry, knowledge of home lending (Preferred)

5+ years of experience in Business Process Reengineering. (Preferred)

CX / UX user research and education market experience (Preferred)

Education & Certifications

Required: Bachelor’s Degree

Preferred: MBA

Project Management Professional (PMP) Certification preferred

Agile Scrum (CSM) other advanced Agile certifications preferred

Location - standard

  • Northern Virginia
  • Immediate projects likely to be in the Washington DC Metro Region.
  • Flexibility required for travel to client sites.

Knowledge & Skills - understanding of certain skills

  • Customer Journey Mapping expertise
  • Fluent in graphic design software (such as Adobe Illustrator, Photoshop, Keynote and Powerpoint etc)
  • High proficiency in journey mapping software
  • Expertise in design thinking and journey mapping methodology.
  • Strong ability for strategic thinking driven by analysis and macro information.

Demonstrated Capabilities

  • Excellent communication and interpersonal skills, with the ability to streamline diverse perspectives
  • Solid interpersonal skills with the ability to work with both management and staff level employees.
  • Highly organized and action-oriented, with a positive, can-do attitude.
  • Ability to work independently and make sound decisions when faced with ambiguity.
  • Demonstrated high proficiency using MS Office Suite (PowerPoint, Excel and Word).
  • Demonstrated high proficiency using Journey Mapping software or Adobe InDesign.
  • Ability to negotiate, influence, and collaborate to build successful relationships
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Knowledge and understanding of home lending or consumer lending
  • Demonstrated graphic design experience with commonly used design tools such as Adobe products, Keynote and PowerPoint.
  • Demonstrated passion for providing customer satisfaction.
  • Delivery & target focused.

Eligibility to Work:

US Citizen or Permanent Resident

NOTE:

1. Cover Letter Required. We would like to know, why you are the right candidate for this position.

2. Resume to be attached in PDF format ONLY.

Job Type: Contract

Education:

  • Bachelor's (Required)

Work authorization:

  • United States (Required)

Contract Renewal:

  • Likely
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