Arbeitsbeschreibung - Director Experience Design (m/w/d)
We are seeking an experienced and visionary Director of Experience to lead the strategic development and execution of our client experience initiatives. The Director of Experience will play a pivotal role in enhancing the customer journey, optimizing engagement, and ensuring our services exceed client expectations. This position is part of the Forte Digital management team and reports directly to the Managing Director. The ideal candidate will have a passion for experience, concepts, and client work, with a strong can-do attitude and the ability to thrive in a fast-paced, multidimensional environment.
Strategic Leadership: Develop and implement a comprehensive experience strategy that aligns with Forte Digital’s vision and business objectives. Drive initiatives that enhance the overall client journey and satisfaction.
Client Engagement: Build and maintain strong relationships with key clients, understanding their needs and ensuring their feedback is incorporated into our service offerings. Excite and mesmerize clients with competence, quickness, attitude, and knowledge. Demonstrate a strong can-do attitude and quick thinking to engage in C-level discussions.
Team Management: Lead, mentor, and inspire a team of experience professionals, fostering a culture of excellence and continuous improvement. Inspire the team with strong leadership and a methodical approach to developing the craft, including service design.
Service Innovation:Identify opportunities for service innovation and enhancement. Work closely with product development, technology, and consulting teams to design and implement new solutions that meet client needs and industry trends. Develop and ship product concepts, focusing on continuous improvement.
Hands-On Projects: Take a hands-on, pragmatic, and lean approach to projects, ensuring effective execution and delivery.
Market Analysis: Stay abreast of industry trends, competitor activities, and market dynamics. Utilize insights to inform strategic decisions and drive competitive advantage.
Performance Measurement:Establish and monitor key performance indicators (KPIs) related to client experience. Analyze data to assess the effectiveness of initiatives and make data-driven recommendations for improvement.
Thought Leadership: Contribute to the development of thought leadership materials, including whitepapers, case studies, and presentations. Represent Forte Digital at industry events, conferences, and client meetings.
Sales and Marketing Support: Collaborate with sales and marketing teams to develop compelling value propositions and go-to-market strategies. Support the creation of marketing campaigns and materials that highlight our experience capabilities.
Product Development: Collaborate with R&D teams to develop new products and services that meet the needs of customers in the industry. Have shipped products, focusing on winning, producing, shipping, and improving.
UX/UI & AI Expertise:Possess expert knowledge in UX/UI with very good judgment on concept and creative aspects. bExpertise in Data and AI is essential.
Experience: A minimum of 10 years of experience in client experience, customer engagement, or a related field, with at least 5 years in a leadership role.
Education:Bachelor’s degree in Business, Marketing, Communications, or a related field. A Master’s degree is preferred.
Skills: Strong leadership and team management skills. Excellent communication and interpersonal abilities. Proven track record of driving strategic initiatives and delivering exceptional client experiences.
Industry Knowledge: In-depth understanding of digital transformation, data-driven decision-making, and emerging technologies. Experience in the digital or technology sector is highly desirable.
Analytical Ability:Proficiency in analyzing data and metrics to inform strategic decisions and measure performance. Ability to translate insights into actionable strategies.
Innovation:Demonstrated ability to think creatively and innovatively. Passion for staying ahead of industry trends and implementing cutting-edge solutions.
Multidimensional Environment: Ability to work effectively in a fast-paced, multidimensional environment.
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