Content/Customer Strategist - Servicenow KnowledgeBase - Remote / Telecommute

Job Title

Pay Range: $59.39hr - $64.39hr

Requirements/Must Have

• Bachelors Degree in Marketing, Business, Design Strategy or related field.
• 8+ years of progressive product management, marketing strategy, design strategy or marketing project management experience.
• In lieu of a Bachelors degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
• Strong knowledge of primary research approaches including quantitative and qualitative market research.
• Excellent Microsoft and/or Adobe Suite skills.

Responsibilities

• Plan, facilitate and execute human-centered design processes across multiple projects.
• Capture the voice of the customer and work cross-functionally to deliver meaningful and diverse customer experiences.
• Conduct, gather, and define preparatory research to understand needs of customers.
• Develop Human Centered Design (HCD) research plans, including interview guides, participant observation, information-gathering tools, immersive research, and surveys.
• Develop personas, journey maps and lead others through the development of solution seeking How Might We statements.
• Design and facilitate ideation sessions with stakeholders, including future-state journey mapping, card sets, brainstorm sketching, and paper prototypes.
• Illustrate the vision for the product through product roadmap creation and identify the problems the product will solve.
• Work with business teams to understand current challenges and goals, and align with Customer Experience (CX) strategy and objectives.
• Collaborate with Consumer Insights team on collection of consumer trends, competitive insights, industry updates and sales reports.
• Build consensus with teammates across the organization and give clear direction during cross-functional collaboration.
• Lead associate-engagement strategies, including building empathy for the customer across the organization.
• Champion usage of multiple sources of customer insights, including Voice of Customer (VOC), analytics, direct customer research, and HCD sessions.
• Develop and present the business case for new products or solutions at all levels of the organization.
• Ensure there is a tracking mechanism in place to demonstrate the success or failure of the initiatives launched.
• Act as project manager and take ownership of team results by quantifying and qualifying team contributions.

Skills

• Human-Centered Design (HCD)
• Customer Experience (CX) Strategy
• Product Management
• Marketing Strategy
• Design Strategy
• Journey Mapping
• Persona Development
• Qualitative Market Research
• Quantitative Market Research
• Voice of Customer (VOC)
• Adobe Suite
• Microsoft Office Suite
• ServiceNow KnowledgeBase

Qualification And Education

• Executive presence with the ability to quickly establish credibility with and influence leadership level teams.
• Experience leading multi-disciplinary teams through the entirety of the human-centered design process.
• Strong verbal and written communication skills with the ability to explain complex concepts to a variety of audiences.
• Demonstrated ability to think strategically about issues impacting an entire portfolio or business unit.
• Proven ability to think critically and creatively while managing internal customers and complex projects.