Director of Customer Experience in London

If you get excited by the opportunity to transform complex customer touch points into simple, meaningful and intuitive brand experiences, join Siegel+Gale’s Customer Experience practice, where we help our clients create differentiation, build loyalty and lead their industries. Lead a team of strategists, information architects, writers, designers and technologists who analyze, simplify, transform and create breakthrough brand experience touch points across the customer journey.

Applicant must be a leader with a passion for combating complexity and a love of brand building. Candidate should have deep digital experience, superb strategic skills, strong story-telling abilities, and proven experience design and implementation across all platforms. Smart, nice, and unstoppable business builders with a track record of getting things done wanted.

Responsibilities:

·Analyze how well current customer experience formats meet audience needs and deliver on the organization’s brand promise. ·Develop transformative communications and interaction strategies to address experience gaps.
·Help innovate, architect and design new customer experience touch points which deliver on our promise of simplicity, support client brand promises, and advance their brands.
·Analyze business processes that affect the gathering, accessing and distribution of information. Ability to determine ROI for process changes is essential.
·Structure, write, and edit a range of communications for print, online and digital media.
·Lead strategy development.
·Work with project managers to create and execute project schedules and budgets.
·Proactively keep abreast of industry best practices and enhances knowledge of internal strategy disciplines.
·Develop intellectual capital as needed that demonstrates the organization’s point of view on customer touch points, client experience and emerging trends.
·Lead the recruitment of key personnel and help shape and grow the practice and service offering.
·Partner with other practice directors to create and implement robust and comprehensive branding programs that help organizations lead their industries and transform their customer experiences.
·Present work to clients and participate in new business pitches.
·Travel as needed.

Other duties may be assigned.

Experience:

·Proven expertise in delivering cross-channel customer experience solutions.
·Strong experience with emerging digital media.
·Strong awareness of role of social media on brand building and customer experience.
·Excellent strategic thinking and story-telling skills with the ability to apply those skills to large scale global branding programs.
·Experience with program management and implementation.
·Excellent grasp of today’s business, technology, service and design trends.
·Strong familiarity with plain English and information design techniques.
·10+ years experience in design, consulting or digital media firm with multi-industry clients.
·Master's degree (optional)