Director of Digital CX Strategy

Employment Type

: Full-Time


: Miscellaneous

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Seeking a customer experience (CX) marketing professional with expertise in journey mapping and orchestration to help establish a Center of Excellence for customer journey mapping and orchestration, as well as sell and deliver on customer journey engagements for our clients.The ideal candidate:* Has deep experience analyzing customer behavior data to uncover meaningful customer segments and personas, the paths they take to achieve a specific goal and quantifying the impact on KPIs* Collaborates well with analytics teams to define analysis goals and needs* Skilled in customer journey mapping techniques such as mental model diagram, spatial maps vs. ecosystem models, and more; understands the differences among journey maps, experience maps and service blueprints* Has worked with brands in different stages of customer journey maturity from those starting with mapping, pilot testing journey improvements, rolling out journeys more broadly to scaling and increasing the number of channels incorporated into their journey efforts* Knows how to be realistic when it comes to customer journeys. This role lives within a practice area dedicated to helping clients use their existing technology (either Epsilon proprietary or third-party tools) to deliver personalized experiences and therefore knowing how to be realistic is key-sell the client on the ideal version of the customer journey but know how to break it down into what can be accomplished today with the existing data and technology and make the ideal state executable in phases. Know when to engage other Epsilon teams, for example, to determine technology needs for the future* Has experience with marketing automation tools, journey builder tools and other tools that help marketers visualize customer journeys, optimize and deliver real-time, integrated, personalized, scalable CXQualifications* Eager to bring expertise in data-driven customer journey mapping and orchestration to build a new center of excellence at Epsilon* Minimum: Bachelor's Degree, prefer business, sales or marketing, or equivalent. Master's Degree preferred.* 8 years of professional experience in digital marketing strategy or consulting* Enjoys writing blog posts, POVs and thought-leadership pieces* Excellent presentation and communication skills, specifically in creating and delivering clear and impactful PowerPoint presentations and leading workshops* Strong analytical skills, able to translate data-driven insights into marketing strategy recommendations* Builds strong relationships and collaborates well with clients and internal partners including other strategists, and analytics, creative and client services teams* 7-10 years of experience in digital CX marketing strategy and journey mappingConditions of EmploymentAll job offers are contingent upon successful completion of certain background checks which unless prohibited by applicable law may include criminal history checks, employment verification, education verification, drug screens, credit checks, DMV checks (for driving positions only) and fingerprinting.Great People, Deserve Great BenefitsWe know that we have some of the brightest and most talented associates in the world, and we believe in rewarding them accordingly. If you work here, expect competitive pay, comprehensive health coverage, and endless opportunities to advance your career.About EpsilonEpsilon is an all-encompassing global marketing innovator. We provide unrivaled data intelligence and customer insights, world-class technology including loyalty, email and CRM platforms and data-driven creative, activation and execution. Epsilon's digital media arm, Conversant, is a leader in personalized digital advertising and insights through its proprietary technology and trove of consumer marketing data, delivering digital marketing with unprecedented scale, accuracy and reach through personalized media programs. Together, we bring personalized marketing to consumers across offline and online channels, at moments of interest that help drive business growth for brands. Epsilon employs over 8,000 associates in 70 offices worldwide. For more information, visit and follow us on Twitter @EpsilonMktg.Epsilon provides equal employment opportunities without regard to race, color, religion, gender, age, national origin, disability, sexual orientation, gender identity, veteran status or any other characteristic protected by law.Epsilon is an Equal Opportunity Employer. Epsilon participates in E-Verify.Epsilon will provide accommodations to applicants needing accommodations to complete the application process.Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for Epsilon.Epsilon will consider for employment qualified applicants with criminal and credit histories in a manner consistent with the requirements of all applicable laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.For San Francisco Bay Area:Epsilon will consider for employment-qualified applicants with criminal histories in a manner consistent with the requirements of San Francisco Police Code Sections 4901 - 4919, commonly referred to as the San Francisco Fair Chance Ordinance.#LI-BW1

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