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Director, Customer Strategy
BrandBest Buy

Role Summary:
The Director, Customer Strategy is a key leader within a business or channel to represent the Customer Office, and are at the table to advocate for humans – customers and employees. The Customer Strategist is a creative problem solver and an impactful leader who must function collaboratively across teams and disciplines to influence without authority. The role uses Human Centered Design principles to create a shared understanding of the customer and employee needs, wants and expectations as well as the business needs.
Key Responsibilities:
1) Be the voice of the customer and employee in business, channel teams or key experiences spaces
  • Develop customer and employee led strategies with business leaders by understanding what customers and employees want/need, what experience they expect, and how they want to feel when they interact with Best Buy
  • Understand the holistic customer and brand strategy and democratizes and evangelizes it within the business and channel teams
  • Lead with a digital first mindset to influence the strategic direction based on consumer behavior
  • Coach and use Human Centered Design principles to enable business leaders to develop customer obsessed strategies
  • Look at journeys holistically across channels and go deep within this moment of truth to understand how to facilitate, organize the work to get the needed inputs and artifacts for decision making
  • Apply experience objectives, and northstar visions for how customer and employees interacts with technology and humans for the best experience
  • Offer customer led perspective based on continual customer and employee feedback loops and new insights and trends (e.g. CX industry, technology, consumer’s behavior)
2) Collaborate across the Customer Office to bring strategies to life
  • Manages a customer experience portfolio of work based on the business or channel needs
  • Understands Experience Design teams service offerings and navigates to secure resources based on needs
  • Work with a squad from the Customer Office inclusive of researchers and experience designers
  • Leverage insights from Customer Office and partners to anticipate customer needs, motivations and expectations
  • Cross-functionally lead by learning from others, teaching HCD principles and, anticipating / addressing challenges, all while being viewed as a strong partner and collaborator
  • Facilitate quick time experience workshops, as needed, leveraging human centered design skills
3) Develop Project Charters to engage with the Experience Design capability for experience design work as needed
  • Projects run through the design operating model with discovery, framing, designing
  • Customer Strategist may do some of these things without a full-blown design project. But if a design project was needed these tactical processes would happen within that work as well
Experience:
  • 8+ years experience with a background in Customer and/or Employee Experience, Human-Centered Design or Design Thinking, Product Management, Strategy, Account Management or Consulting
  • Demonstrated skills and experience in customer insights, business strategy and performance, technology trends, leadership, business transformation, or innovation
  • Proven ability in navigating internal and external landscapes, partnering with senior leaders, working cross-functionally in ambiguous environments, identifying business/customer/employee problems to be solved, crystallizing strategic thoughts, and facilitating large groups
  • Well established in ability to see how efforts connect to each other and the organization at-large (e.g. omni-channel experiences, enterprise frameworks)
  • Known for being human-first, empathetic, curious, inclusive, and collaborative

Auto Req. ID784968BR
Employment CategoryUser Experience & Research
Job LevelDirector
Location Number952704-215-Cust Exp Strat
Address7601 Penn Avenue South
CityRichfield
StateMN

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