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Cx Specialist

2 weeks ago

Singapore Aquient Asia Full time

**Job Description Senior CX Specialist**
***:
The CX Specialist works directly with our customers to help them optimize their marketing strategies and tactics. This strategic position is primarily focused on business strategy, best practices, and optimization efforts; however, projects often require evaluation of overall digital marketing programs.

Amongst other things (and in no particular order) you will: Effectively prepare and/or contribute to concepts, designs or documents such as Business Process, Process Flow Analysis, Requirements Definition, Detailed Functional Design and Executive Summaries

▪ Design and implement complex systems / solutions to parallel, augment and accelerate client business strategies

▪ Defining Use cases and then designing and solutioning customer journeys. This will be achieved through facilitating workshops and the corresponding design documentation.

▪ Through an automation lens consider: o entry criteria o interactions o decision splits o content o cadence o integrations & data o channels requirements

From this complete the design, champion approval, and then brief the platform team.

▪ Facilitate Exploratory and Discovery workshops in conjunction with the Platform Team; representing the
Client and Customer in developing a CX deliverable. Of course, pulling this all together into a clear strategy and/or roadmap.

▪ Facilitating Focus and Planning workshop sessions with our clients. This typically happens when clients
“don’t know where to start”, cannot define a business problem, or are overwhelmed with options and need direction. Of course, pulling this all together into a clear strategy and/or roadmap.

▪ Participating in internal lean scoping process to define work scopes.
▪ Interpreting client provided data, Adtech or Martech performance data, and/or our own DSci analysis into initiatives for our clients. Interrogating performance, viewpoints audiences, channels, and everything in between. To reengineer a consumer and customer understanding, and what is required to activate this new understanding.

While fairly unique in this type of role and skillset. It would be great if you could demonstrate at least some understanding (and better still some practice) with developing tagging taxonomies across Audience Planning,
Content and Engagement performance. You may have gained this exposure across DMP's advanced CMS, BI or visualisation tools or other Martech platforms.

Wrapping all of that up and in order to assess the success of your solutions and recommendations. You must be able to work with clients to devise and create measurement frameworks. You, along with an Aquient CX Analyst will together be responsible for proactively designing and developing optimisations and initiatives to improve client growth.

**ESSENTIAL FUNCTIONS**

Work with CX Manager on clients’ overall strategy, personalisation, optimisation/test and iterate, online user strategy/experience, as well as KPI-setting and performance marketing. Based on findings, provide recommendations for short and long term strategic initiatives.

Alongside CX Manager, run discovery workshops with clients to discover business overview and pain points, thereafter, create solutions through customer and/or marketing journey mapping

Develop and deliver strategies tailored to each individual client
Help customers gain insights into their business and customer behaviour through analysis of campaign data, transactional data, customer profile data, etc.
Coordinate with Project Manager on project schedules for customer projects.

Interface with numerous internal groups to deliver service to customers.
Contribute to intellectual capital and best practices.
Create customer presentations, facilitate on-site work-sessions, and manage correspondences.
Contribute to sales pitches and tenders for private and public organisations from RFPs to build the overall strategy and mentor CX Designers to provide a plan on doing consumer journeys and building personas as well as provide thought leadership on performance tracking + test and iterate plan

Possess a growth mindset by always learning and adapting to evolving technology trends through acquiring requisite partner platform(s) or marketing tools accreditation.

**OTHER RESPONSIBILITIES**

Contribute to building Aquient's culture.
Perform other duties required and assigned.

**EDUCATION AND/OR EXPERIENCE**

To perform this job successfully, an individual must have the following education and/or experience:
**REQUIRED**:
Bachelor’s degree in Marketing, Computer Science, Business Information Systems or related field, or equivalent experience.

5+ years progressive experience in direct marketing, direct response concepts, customer analytics, change management, research methodology, and statistics with businesses in multiple industries/verticals
(b2b/b2c).

Experience targeting specific goals, focused metrics and KPIs when setting strategy.

**PREFERRED**:
Advanced deg