Sr. Experience Strategist

Profile

Best Buy

The Sr. Experience Strategist will apply their knowledge of experience strategy to meaningfully improve the experiences customers have with Best Buy. This role is an advocate for customers and employees, a creative problem solver, and a leader who can collaborate across teams and disciplines to envision aspirational and inclusive future experiences for both customers and employees.

The Sr. Experience Strategist is responsible for envisioning, defining and modeling the multichannel experiences customers will have with Best Buy in the future, and helping individuals and teams across the enterprise understand and embrace Human-Centered Design. This includes having an understanding of the enterprise customer and employee strategy.

As a representative of the Customer Office in the organization, the Senior Experience Strategist plays a key role in crafting experience strategies that meet our customer, employee, and business needs and provide a trusted perspective on Best Buy’s philosophy and approach to customer and employee experience.

Experience Strategy is a multidisciplinary team within Best Buy’s Customer Office that helps the enterprise align on, envision, and ultimately deliver aspirational and inclusive experiences customers and employees will love. We champion a human-centered philosophy and process grounded in research, strategy, and conceptual design.

Key Responsibilities Include:

Research

Lead and/or collaborate on exploratory experience research

Collaborate with other teams as needed for specialized research needs

Lead planning, execution, and synthesis of experience research as needed

Gather, analyze and synthesize secondary research

Experience Strategy

Drive the delivery of successful project outcomes by selecting the most effective outputs (e.g. journey maps, strategic briefs, guiding principles)

Provide ongoing consultation to implementation teams

Driving alignment across stakeholders and executive leaders – executive presence

Design and facilitate internal working sessions & meetings

Communication

Craft a compelling story that helps carry the experience strategy vision through to implementation

Helps set a standard of excellence in team actions, outcomes, and deliverables

Advocate for customer and employee needs in every interaction

Participate in an Experience Strategy team culture that embodies the Best Buy values by showing respect, humility & integrity, unleashing the power of our people, having fun while being the best, and learning from challenge & change

Build strong relationships with leaders and colleagues across the Experience Team, and Customer Office

Minimum Requirements:

2 or more years’ experience as an Experience Designer or Strategist, or 6 or more years in a user-, customer, or strategy-related role (titles could include, but are not limited to: Customer Strategist, Experience Strategist, Account Manager, Account Supervisor, Experience Designer, etc.)

2 or more years’ experience working in a multi- or omnichannel environment

Demonstrated experience and competency in: customer experience strategy, customer experience and/or service design

collaborating with cross-functional team members to guide strategy into implementation

helping individuals and teams understand and embrace Human-Centered Design

generating experience insights and/or applying customer insights identified from research and other customer signals from search, digital, and social data

effectively communicating ideas, concepts, and visions to peers and leaders

Meeting design & facilitation

Presentation development and delivery

Secondary research synthesis

Primary research and synthesis (qualitative, exploratory, and/or ethnographic)

Familiarity with agile and iterative delivery methods

Company info

Best Buy
Website : http://www.bestbuy.com