Pearson Jobs

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Pearson Customer Experience Map & Designer in Hoboken, New Jersey

Customer Experience Map & Designer - ( 2102606 )

Description

We are the world’s learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.

We are seeking a Customer Experience Journey Mapper to join a cross-functional team that has direct accountability to support a portfolio of global digital products serving over 7 million users a year with 500k support cases, with very aggressive growth targets. This is an opportunity to have a significant, direct impact on the success of a market-leading enterprise and on countless people all over the world that seek to enrich their lives through the power of learning.

What You'll Do

  • Develop and deliver the auditing and mapping of customer journeys across all channels.

  • Optimize, test and validate existing customer journeys.

  • Analyze and use customer insight and data to recommend improved customer experiences.

  • Collaborate with stakeholders around the company to understand where our biggest customer experience challenges lie, collecting hypotheses around these challenges, and then testing hypotheses by learning directly from our customers and field teams.

  • Contribute to plans to ideate, plan, implement, monitor, and build upon new initiatives that deliver critical customer insights to our organization.

  • Drive proven methods and solutions with you to improve the way we work, how we support employees and partners, and how we create more operational efficiencies.

  • Perform qualitative research with our customers and partners to better understand their experience across the customer and partner journey

  • Project manage research programs including setting objectives, recruiting customers, writing discussion guides, scheduling and performing research, conducting analysis and creating reports

  • Use Voice of the Customer, product, and operational data to gain insights across the customer journey.

  • Facilitate working sessions to identify and innovate around customer pain points.

  • Present findings and action plans to audiences around the company; influence leaders to make decisions based on customer feedback.

  • Help manage the updates and storage of the Customer Journey Maps including fielding requests, tracking key initiatives and actions, and creating content.

  • Build and maintain strong relationships with internal stakeholders and act as an advisor for CX-related projects.

  • This opportunity would be suitable for someone who is:

  • a great communicator and can think innovatively and critically.

  • Desires to make a very real and tangible impact on the organization and the clients you serve.

  • Strives for continuous improvement in processes and procedures and rarely let things slip through the cracks.

  • Knows how to prioritize.

You will be customer focused with excellent analytical and numerical skills and you should also have a real talent for collating, restructuring, analyzing and interpreting customer and consumer data and creating commercially sound recommendations to drive business improvement. Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.

Qualifications

To qualify for the role you must have:

  • CX Design background, specifically in Mobile App, Chat or Web Portal Design

  • Experience in customer journey mapping techniques

  • Experience with journey builder tools and other software that help marketers visualize customer journeys (e.g. LucidChart, Miro, Figma, etc)

  • Minimum of 2 years working in digital CX marketing strategy and journey mapping

The anticipated starting salary range for Colorado-based individuals expressing interest in this position is $70,000-$85,000. This position is eligible to participate in a sales incentive plan. Benefits available to eligible employees can be seen at: https://pearsonbenefitsus.com/

Primary Location : US-CO-Centennial

Other Locations : US-NJ-Hoboken, US-NC-Durham

Work Locations :

US-CO-Centennial-2154 East Commons

2154 East Commons Avenue

Centennial80122

Job : Technology

Organization : Technology & Operations

Employee Status : Regular Employee

Job Type : Standard

Job Level : Individual Contributor

Shift : Day Job

Job Posting : Feb 19, 2021

Job Unposting : Ongoing

Schedule: : Full-time Regular

Req ID: 2102606

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