We’re O3: a customer experience consultancy that helps enterprises build seamless and accessible experiences across their customer journey.
We’re looking for Senior CX Strategists who are dedicated to developing world-class customer experiences. We need people who can read between lines of client conversations to uncover opportunities and can transform data into a vision of "what's next". In this role, you will guide our clients and help them explore possibilities through research, customer journey evaluations as well as collaborative human-centered workshops. You will turn these opportunities into an actionable roadmap, using O3’s portfolio of offerings and work closely with the team to bring these ideas to life. You will be a pioneer, helping to forge the future of customer experience at O3.
We're leveraging technology to stay connected and we're interviewing all of our candidates virtually. When it's safe to return to our Philadelphia office, we're excited about our flexible work schedule and hybrid work model. We’re looking forward to meeting you!
What you’ll do:
Consult with our clients to understand their business goals, customer needs, and technology trends in their respective industries. You’ll be spending a lot of time with our clients in the financial, insurance technology, and health and wellness industries.
Create plans for our clients’ customer experiences by conducting regular CX assessments, qualitative and quantitative journey research, and creating CX journey and solution roadmaps.
Design and facilitate collaborative ideation, evaluation, or participatory design thinking workshops with clients and O3 team members.
Leverage your knowledge of market and industry data to ensure CX solutions align with client ROI and KPI goals.
Collaborate closely with O3’s Engineering, Experience Design, and Client Services teams to bring CX visions to life.
Partner with Analytics + Insights to implement and nurture programs that are personalized and proactive, leveraging data from various sources to gain deeper business insights.
Continue to position O3 as a trusted CX advisor through improving our practices and providing thought leadership to our clients and partners.
Work closely with the business development team to identify and nurture opportunities and promote additional service offerings with new or existing accounts.
Provide ongoing support and direction for client evaluations, pricing, proposals, service strategies, and account planning.
What you need to be successful:
10+ years experience building and maintaining business clients, digital consulting, and experience driving account strategy and growth including but not limited to UX, CX, Design or Product
Ability to understand complex business problems, as it pertains to CX, and able to forge a comprehensive digital roadmap
Experience with financial, insurance and/or health/wellness industries is a plus
Deep experience with customer research and designing and creating CX deliverables including personas, and journey maps as well as the design and facilitation of human-centered, design thinking exercises and/or workshops
Ability to understand the importance of customer data and how to leverage it to build a Customer-360 profile
Experience assessing CX metrics, such as customer satisfaction data, NPS scores, and journey analytics and reporting
Experience with data and CX technologies (including Digital Experience Platforms, eCommerce suites, concepts of integration with Lines of Business applications) to implement marketing automation, personalization and/or experience platform strategies
Proven record developing executive-level strategy and roadmaps to drive existing account growth
Strong consulting & presentation skills
Perks and benefits:
Premium health, dental, and vision benefits
Healthy lifestyle reimbursement
Employer-paid life insurance + AD&D
Voluntary life & disability
Healthcare FSA + Dependent Care FSA
Commuter transit + parking account
401K program with an immediate 4% match
Generous vacation + sick time off
Paid maternity/paternity leave
Paid family leave
Volunteer time off
Charitable donation match
Who we are:
We are confident. We are partners that align to each organization’s needs, and we’re confident that leads to the best work. We’re bold and sure of ourselves, but not pushy or aggressive.
We are energetic. Atoms and molecules vibrate together, and so do we. We’re great collaborators and have infectious curiosity.
We are approachable. We want to work with our partners to have a shared understanding and provide insight.
We are ready to roll. We’re always put together and have a plan. We show up to a pitch polished but ready to get in the weeds to learn our clients' needs and come up with solutions.
We apply optimism by sharing our enthusiasm, positivity and good nature one person at a time.
We trust in people and treat others with openness and respect.
We commit to the communities we serve by focusing on values and culture alignment that promotes diversity, equity and inclusion both inside and outside our company.
We embrace iteration and believe in a world where opportunity for continuous improvement requires a strong sense of flexibility and willingness to grow.
We focus on the future for ourselves and our clients, pushing boundaries and staying on the cutting edge.
At O3, we hire those who share our values, believe in our culture, and are driven to succeed. We’re here to create meaningful experiences and long-lasting relationships, and none of that is possible without a diverse team and an inclusive environment where you can do your best work.
We welcome you to come as you are regardless of race, color, religion, creed, citizenship, national origin, age, sex, gender, pregnancy, gender identity/expression, sexual orientation, marital status, disability (including neurodiversity), genetic information or veteran status.
Our policies aim for the highest standards of fairness and equal opportunity, covering all aspects of employment, including, but not limited to, recruitment and employment, promotions, compensation, team opportunities, and training programs. We are committed to compliance with all laws and regulations relating to equal employment opportunity, affirmative action, and harassment.