Customer Experience Coach

Responsibilities

• The CX consultant / coach is in charge of coaching projects that all have in common that they have a direct impact on customer
The main phase of the coaching takes place in the first phases of the projects and proposes a methodological framework for coaching within a project
The CX coach unique positioning is based on understanding the needs and expectations of the project team members and those of our customers, and on using methods such as
• Customer-centric consulting techniques to enrich the project with customer knowledge:
interviews, personae, mapping, customer experience map, value
• Creativity techniques from the "Experience Design" in order to solve identified problems by bringing new solutions based on customer needs and the resolution of their pain
• Your playground will be as much that of marketing offers as that of omni-channel or business services, digital paths or business process
• The Customer Experience Coach will work in a team, either remotely or face-to-face, in classic or agile production
• A successful coach works on several projects at the same time, and brings value to the project by enhancing substantially its outcome:
a solution easier to implement, a shorter time to market, a best in class customer satisfaction,