Client Experience Strategist at the Concept Group

The Concept Group is a holding company for companies established in 1992. Subsidiaries under the Group include: Rosabon Financial Services – Nigeria’s Leading Financial Intermediary and Equipment Leasing Company, Concept Nova – Bespoke Enterprise IT Solutions Company,Percy Aitkins – Bureau De Change.

We are recruiting to fill the position below:

Job Title: Client Experience Strategist

Location: Lagos
Employment Type: Full-time

Job Description

Use feedback to develop an in-depth understanding of customers
Implement a system to help you collect feedback, analyze it, and act on it regularly
Reduce friction and solve your customers’ specific problems and unique challenges
Make listening to customers a top priority across the business.
Develop customer needs and use cases throughout a customer journey.
Translate customer needs into business requirements.
Serve as an advocate and champion for the customer-centric, research, & design cultures to stakeholders with little experience partnering in human-centered design.
Develop client strategic insights via client research techniques: quantitative, qualitative
Lead teams in developing business and customer cases to help drive experience improvement.
Understand and interpret customer experience measurements.
Develop operational plans to deliver great customer experiences.
Have a strong cross-functional understanding of service delivery to be able to identify and engage boundary partners.
Develop client strategic insights via client research techniques: quantitative, qualitative,
Have experience with leading facilitated sessions in customer journey mapping and service blueprinting.
Create effective communications across multiple internal channels to increase the ability to change the customer experience.
Develop views of both present and future customer journeys through quality research.
Lead projects that enhance the client’s understanding of the customer.
Serve as customer advocate during new product launches and service upgrades.