Job Description
Job Description
Main Objective of the Position:
Our Mission is to Simplify Life. We are looking to Simplify and automate complex decision-making for customer centric industries, like Utilities, Financial Services, Logistics, and commerce, that drive the world's economies and you have the chance to join the revolution. We are trying to solve huge challenges in today's enterprise that are directly impacting the employee and customer experience.
We are looking for a Head of X to revolutionise customer and citizen-centric industries like the public sector, utilities, logistics, and banking. As the Head of X, based in Herndon, Virginia, and leading a global team across the US and Jordan, your role is pivotal in driving digital journey redesign and re-engineering. This position demands a leader with a unique blend of creativity, technical prowess, and adeptness in navigating highly regulated environments.
Responsibilities:
Core/Common:
- Lead the development and execution of the X organisation's integrated strategy, focusing on insights, design, and marketing.
- Foster a culture of innovation and excellence across diverse, global teams.
- Navigate the complexities of regulated industries, ensuring compliance and relevance in solutions.
Creative Design:
- Direct the design process for customer-centric web and mobile applications, focusing on collaboration with product and client teams.
- Utilize tools like Figma and Lucid Charts for design and prototyping.
- Implement human-centred design methodologies to enhance user experiences.
- Voice of Customer/Citizen Methodology.
- Revamp and expand Avertra’s voice of customer methodology to better capture and address the needs of regulated industries.
- Conduct comprehensive customer journey mapping and persona development.
- Transform insights into actionable strategies to improve CX/UX.
Marketing:
- Lead the marketing team to develop strategies that resonate with Avertra’s diverse clientele in regulated sectors.
- Integrate marketing initiatives with product insights for unified brand messaging.
- Leverage cross-functional collaboration to align marketing goals with broader organizational objectives.
Product Insights:
- Drive digital journey redesign and re-engineering based on robust data analytics.
- Collaborate closely with product management and client teams to refine product offerings.
- Inform product development with customer insights and market trends.
Mentorship:
- Mentor a global team, fostering skill development and alignment with Avertra’s mission and values.
- Promote a culture of continuous learning and innovation within the team.
- Ensure effective team collaboration in a cross-cultural setting.
Client Responsibilities:
- Engage with clients to understand their needs in regulated environments, translating them into innovative strategies.
- Build strong relationships with clients, ensuring Avertra's solutions align with their expectations and regulatory requirements.
- Maintain effective communication and manage client expectations across diverse projects.
Skills
Requirements
Needed Comptencies:
- Effective time management skills to prioritise and manage multiple responsibilities and projects.
- Ability to meet deadlines and deliver results in a dynamic and fast-paced environment.
- Strong focus on customer-centric methodologies, including revamping and expanding voice of customer methodologies.
- Ability to transform customer insights into actionable strategies to enhance customer experience (CX) and user experience (UX).
Education:
Bachelor’s degree in Computer Science, Statistics, Marketing, Management, or Business.
Advanced degrees preferred.
Experience:
- 7+ years of experience in CX.
- 5+ years of experience in leadership and mentorship.
- 7+ years of experience leading marketing teams, developing strategies for diverse clientele in regulated sectors, and integrating marketing initiatives with product insights.
- 5+ years of experience of revamping and expanding voice of customer methodologies.
Knowledge skills and abilities:
- Strong leadership and communication; proficiency in CX/UX design,
- Data analysis, and marketing strategy; adept in Figma, Lucid charts
- Experienced in managing global, cross-cultural teams.
Perfrences:
- Certified SCRUM Product Owner (CSPO).
- Background in Data Science.
Travel:
Occasional travel may be required, depending on project commitments.
Work Schedule:
Per Avertra Local Offices Schedule
Benefits
What can we promise you:
- You’ll join a global family of awesome, passionate people that are working together to build a sustainable, scalable ecosystem committed to using logic to create a better experience.
- We want you to help us become better. You will be empowered to drive change and innovate.
- That we will invest in you. We will give you the opportunity to master your domain and drive excellence.
