Job type full-time
Full job description
About the team the communications and marketing team is responsible for building and protecting the college board reputation, overseeing organization`s communications efforts, and growing the organization’s three highest priority areas: ap, sat suite, and bigfuture, which are designed to increase educational access and opportunity for all studentsWe are a close knit, dedicated team with a track record of success in promoting the work of the college board to a variety of audiences, including students, parents, educators, policymakers, the media, member organizations and staff.
About the opportunity as our customer experience strategist, you’ll use your analytical and web optimization skills to optimize student engagement on our bigfuture platform in a growing and highly competitive industry in college searchYou’re someone who leads with data to understand and demonstrate our suite of offerings for college students and utilizes these insights on a continual basis to maximize the discoverability and usability of our web-based contentYou will work with ux, design, product, and analytics teams to ensure insights are used to inform digital marketing strategies and solutions to support project focused on college search and planningYou’ll focus on projects related to college search and planning and have tremendous impact on the transformation and growth strategies at college board as an individual contributor.
In this role, you will:
Cx strategy (40%)
Synthesize findings from primary research and customer data (market research, usability research, site analytics, and secondary research) into actionable, customer-centric digital user experiences
Work with the research teams to translate outputs into work products such as engagement plans, personas, and design concepts
Work directly with internal stakeholders to facilitate research, strategy and design sessions.
Create cx strategy canvases, guiding principles, briefs, and other work products to ensure stakeholder alignment
Conduct workshops on various strategic topics including but not limited to audience segmentation, segmentation intents and conversion opportunities, website search, integrated technology such as portals and crm systems, marketing initiatives, personalization, analytics and metrics
Lead and facilitate usability testing activities to optimize the customer experience regarding specific design and strategy initiatives across web and mobile platforms, especially search functions
Advise on customer-centric content strategies and information architectures that anticipate audience segments needs including entry points, wayfinding, flows, and conversion funnel activation
Collaborate and consult with team members and other stakeholders to translate rough ideas and opportunities into clear concept models, tangible flows, and preliminary ux designs
Work with product/program strategists, ux designers, graphics/visual designers, and developers to provide feedback on flows, wireframes, visual designs, content, and functionality to ensure the strategy is being adhered to and that creative innovations in user-centered design are delivered
Lead teams and staff in the successful execution of cx project tasks in a manner that achieves internal and enterprise goals
Guide executive leadership for development of transformative practices and methods with the user at the center of all experiences
Demonstrate the value of customer experience beyond marketing, including but not limited to sales and service teams
Minimum of 5 years conducting cx, or user-centered analytics and research, combined with a at least 1-3 years developing content strategies and information architectures
Experience executing a wide range of research and design methods and techniques, such as contextual research, usability studies, heuristic evaluation, content analysis, analytics, and workshop facilitation
Expert at producing various cx/ux outputs including consumer insights, usability reports, customer journey mapping, personas, strategy briefs, digital strategies, content strategies, information architectures and design concepts
Strong design facilitation skills leading project teams in participatory and collaborative design sessions
Familiarity with design thinking approaches and demonstrated experience solving complex user (cognitive) problems through content and design
Demonstrated skill applying user-centered design practices, e.g., using ethnography data, user needs analysis, and participatory design to influence design decisions
Excellent visual, verbal, and written communication skills, with the ability to effectively engage and convey ideas to technical and business teams with passion
Demonstrated experience leading teams of 2-6 people to successful project outcomes
Desire to improve processes and work products, as well as mentor and grow team members
Proficient research and analytical skills, including experience with tools like adobe experience analytics, heap, etc.
Outstanding knowledge of emerging trends and best practice in college search and planning
Bachelor or master’s in human-computer interaction, psychology, design, communication, or a related field
A passion for supporting educational and career opportunities for millions of students
Willingness to travel 2-3 times per year for in-person meetings/gatherings
Posted 1 day ago