In the Experience Center of Expertise at Edward Jones, you'll focus on defining and designing experience improvements for the firm. From insights, to strategy, to design, and measurement, the Experience Center of Expertise is involved in every aspect of understanding and improving experiences at Edward Jones.
What You'll Do:
The Senior Experience Strategist is a subject matter expert within the division, who plays a key role in creating and optimizing experiences through the development of strategies that guide how Edward Jones supports and improves the client and branch team member experiences. This highly collaborative and visible role partners with senior leaders and peers across the firm to align and prioritize holistic (digital and non-digital) experience improvements based on data and insights.
As the Senior Experience Strategist, you will be responsible for the development of enterprise experience strategies, segment experience strategies, and experience improvement opportunities that drive positive results for both our customers and the firm. While this position is an individual contributor role, you'll be working in partnership with a variety of stakeholders and various leaders from other divisions to take action on strategies and recommendations.
Key Responsibilities include:
Experience Visioning
Shape the vision – Define the future-state vision of the Edward Jones experience
Provide strategic direction – Guide firm leadership and business areas to ensure the voice of the customer is incorporated in decisions and execution of strategic plans. Serve as expert across the experience.
Champion the voice of the customer – Drive a deep understanding of customer needs and champion the desired experience to senior leaders to inform business strategy decisions, prioritization, and execution with a focus on impacting experience and business outcomes.
Influence change – Create excitement and understanding of the Edward Jones experience using storytelling and data to influence action.
Experience Innovation / Opportunities
Lead experience innovation and opportunity identification - Evaluates customer journeys to determine unmet needs and identify risks to achieving outcomes, as well as opportunities to improve the experience.
Create and utilize journey maps for opportunity identification and consistent understanding of the experience:
Understand, document and communicate the customer journey utilizing insights and data to shape steps, jobs to be done and key KPIs (for existing and desired experiences)
Work with key stakeholders across the firm to identify areas of opportunity and connection.
Evaluate how people, process, and technology deliver upon and support the needs of our customers.
Proactively find and integrate innovative industry practices, research, or pilot trials of products / services related to experience opportunities.
Through an iterative and data-driven approach, provide strategic opportunities for further experience design and tangible recommendations to enhance the experience.
Create business cases and opportunity briefs – Lead strategic process in partnership with others to create business cases (including objectives, goals and outcome metrics) and opportunity briefs to drive outcomes.
Exercises strong critical thinking and sound judgement while independently making decisions on projects and providing consultation.
Operational Excellence: Creates/Recommends enabling tools, frameworks and processes that scale our ability to better deliver better experiences.