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12 September 2019
Job ID: BK-133856
Senior Customer Experience Strategist

Report to: Team Leader


The Experience Strategist manages strategic planning activities to enhance our client’s brand, products and services. He/she analyses market and competitive intelligence data to identify new opportunities for the brand and leads brainstorming sessions with stakeholders to harness solutions for the organization. He/she proposes new design concepts and persuasive content in alignment with strategic goals.

The Experience Strategist possesses an in-depth knowledge of our client’s business operation and it’s full value chain of activities. He/she can think strategically to develop strategic solutions or innovations that are grounded by user insights. In addition, he has excellent interpersonal and communication skills, and can lead interviews and presentation independently.

Role & Responsibilities:

  • Uncover business needs and new opportunities
    • Ascertain business challenges and new opportunities through primary and secondary research
    • Communicate scenarios, end-to-end experiences, interaction models, and designs to stakeholders for buy-in.
  • Conduct research studies
    • Collect research data on consumers, competitors and market condition using quantitative and qualitative research methods
    • Facilitate and lead workshops to generate and prioritize ideas and solutions
  • Formulate customer experience strategies
    • Envision the future customer journeys in order to map touch-points and areas of improvement throughout the customer life-cycle
    • Define content strategy and engagement plans for each phase of the customer journey
    • Propose concept (products/services) that differentiate client organization from competition.
  • Benchmark, Measure, Evaluate, Optimize
    • Work with data team to develop the modelling of various customer segments and respective use cases
    • Define complementary metrics and tracking mechanic for each phase of the customer journey
    • Administer tests to validate hypotheses relating to the growth of the client’s products/services.
    • Oversee the creation of appropriate content for relevant customer segments
    • Evaluate the effectiveness of proposed solution in meeting needs of customers
  • Influence organizational development
    • Works closely with business units across channels to identify and prioritize opportunities
    • Develop internal training program for client employees
    • Summarize key learning of programs and prepare a playbook for the company wide implementation

Job Requirements: 

  • Excellent communications skills in Thai and English
  • At least 5 years of experience in area of Experience Strategy, Customer Engagement Programs or Data Analytics Programs.
  • Design Thinking skills & User Centered Design experience
  • Information Architecture & Content Organization experience
  • Knowledge of Marketing Automation and CRM tools
  • Strong understanding of marketing processes and workflow including campaign execution & content development
  • Experience with analytics and data-driven processes/decision making
  • Possess initiative to drive improvement and streamline processes
  • Strong presentation skills.
  • Bachelor’s degree in Business or related field.
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Job Details:

  • Five-day work week
  • Performance bonus
  • Flexible working hours
  • Transportation allowance
  • Medical insurance
  • Dental insurance
  • Life insurance

VMLY&R Thailand
URGENTLY REQUIRED !!! We Create Connected Brands Established in 2018, VMLY&R is a global full-service marketing agency that thrives on creating work that brings people together. We believe everything in the universe is fundamentally connected, and we are relentless in our pursuit of uncovering and creating the inspiring connections that draw us all closer together. So we resist the usual ways of seeing, thinking and doing. We question everything, using data and insights to re-imagine the entire connected consumer experience. From this, we create work that brings brands closer to customers, customers closer to communities, and communities closer to the wider world.
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