Job Description

Customer Experience Architect
Job Number: 21-10932
Eclaro is currently recruiting for a Customer Experience Architect for one of their financial services clients. 
Eclaro’s client is one of the nation’s largest bank-based financial services companies with assets over $130Billion.  This position is a direct hire and will be responsible for leading a large team of UX/UI Designers in a collaborative environment.  
Position Overview:
  • We are looking for a CX Architect to join our CX/EX Measurement & Insights team who will engage cross-functionally across the organization, including working with agile squads, to understand complex business processes/opportunities and leverage client and employee insights to drive actionable strategies that drive a better client experience.
  • This is an opportunity to leverage your strategic, analytical, persuasion, and creative skills as part of a high-performing team.
  • This candidate will be responsible for identifying pain points, recommending new/enhanced capabilities to solve these pain points, and helping to ensure investments and operational decisions result in winning client journeys.
  • He/She will design strategies and influence action based on client and employee research, data mining, connecting learnings across studies, best practices, and CX frameworks.
  • Advise leadership and employees across the organization about our clients' current perceptions and gaps in experiences; identify research opportunities to delve deeper into clients needs and preferences
  • Surface and prioritize client issues in existing business processes relentlessly bringing client insights and best practices to bear
  • Design and execute primary research projects, end-to-end, from research planning through analysis, report creation and presentation, as needed
  • Mine large data sets to uncover multiple nuggets that can paint the picture of why certain broader data sets are or are not occurring
  • Utilize client-centric tools such as journey maps, personas, and client feedback; facilitate ideation sessions and partner on research initiatives to inform decision-making and drive action
  • Connect the dots across multiple qualitatiative and quantitative studiy learnings to drive out a rich perspective on where improvement opportunities lie
  • Adapt presentation, insights and/or positioning of findings to align to audience that is consuming the information
  • Outside vendor management
Required Qualifications:
  • BA/BS in business administration, marketing, business information technology, data analytics, statistics, or a related field
  • 5-10 years of demonstrated experience in customer experience, customer success, user experience (UX), or similar role related to the specific responsibilities of this position
  • Passion for clients and creating engaging, satisfying clients experiences with knowledge in the areas of customer experience, business operations, experience research/design, innovation, and change management
  • Demonstrated success in developing and implementing short and long-term strategic plans with a structured prioritization approach while leading, collaborating, and influencing cross-functionally
  • Outstanding written and verbal communication skills, including demonstrated ability to orchestrate and present information and recommendations (virtually or in person) at all levels within the organization, including senior leadership
  • Excellent organizational skills with ability to work on multiple, diverse projects simultaneously, prioritizing to meet a variety of deadlines/deliverable types in a fast-pased environment
  • Goal-oriented self-starter with an intellectually curious mindset and a strong ability to think outside of the box and innovate; thrives in ambiguous environments
  • Strong problem solving and data analysis skills with an ability to synthesize data and extract meaningful business insights
  • An ability to champion change, foster teamwork, and influence others in a matrixed and collaborative environment
  • Knowledge of Microsoft Office Programs including Word, Excel, PowerPoint and Project
Preferred Qualifications:
  • Strategy, consulting, or change management experience and/or MBA beneficial
  • Proficient in R, SAS, SPSS or equivalent
  • Proficient in advanced Excel functions/formula building
  • Experience in Tableau
  • Survey programming experience (Qualtrics, Medallia, InMoment, etc.)
  • Certified Customer Experience Professional (CCXP) Certification
If interested, you may contact:
Adrian Miranda
Adrian Miranda | LinkedIn
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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