Customer Experience (CX) Strategist

CRUX Strategy United States -Remote Full-time

Job Overview

HI, WE’RE HATHWAY!
Hathway is a digital growth partner for the restaurant and convenience store industries, helping brands like Wingstop, Dash In, and Panda Express build world-class digital experiences. Our proprietary technology accelerator, NomNom™, powers custom digital ordering, loyalty apps, and websites that fuel more than $2 billion in sales and over 160 million digital transactions per year.
We’re growing fast and are looking for passionate, hard working people to join our team. We’ve got offices on the central coast of California and in Dallas, but we’re a remote workplace with staff throughout the US. If you’re looking for a fast-paced, dynamic work environment, Hathway just might be the right place for you.
The Customer Experience (CX) Strategist plays a key role in the Strategy department as an expert in digital commerce, customer experience, analytics, and marketing planning in the restaurant and foodservice industry. This role works to optimize client investments through deep research, analysis, and strategic storytelling. The CX Strategist leads accounts through all phases from initial discovery to launch, while identifying areas to deepen relationships with the client throughout the process.  This role also serves as a mentor and trainer for team members as well as supports new business work when needed.

WHAT YOU'LL DO HERE

  • Ensure clients optimize their use of digital channels to grow their businesses and brands
  • Define, explore and track interactions between a customer and the brand throughout the customer lifecycle; optimize interactions using customer data to foster loyalty for brands
  • Function as the first point of contact for internal teams on day to day questions about customer experience, interaction journeys, and cultivating customer loyalty
  • Turn complex customer information into compelling mapped journeys; oversee the creation of best-practice journey maps, user flows and interaction models
  • Lead Quarterly Business Reviews (QBRs) leveraging customer, industry, and brand insights that influence future priorities for clientsMaximize use of client investment Run inspirational and effective workshops with clients, customers and internal teams
  • Serve as a thought leader within the Strategy department for your area of expertise; provide insights, direction, stimulus and thought starters to creative teams
  • Support Strategy Leadership in managing and developing team members; facilitate training on marketing effectiveness and best-practice measurement and benchmarking
  • Develop strong working relationships across internal teams and client stakeholders

YOUR BACKGROUND

  • Bachelor’s degree in Marketing, Communications, or related field 
  • 3-5+ years of relevant digital marketing/strategy experience
  • Specialized training in digital marketing, communications, and/or analytics including a deep understanding of analytics platforms
  • Strong skills in customer led research and research analysis
  • An intimate understanding of our clients’ business and brand strategy
  • Broad knowledge and experience in content strategy, SEO, requirements, analytics, and research
  • Excellent communication skills and attention to detail
  • Demonstrated ability to manage multiple projects and handle competing deadlines as well as adapt to changing landscapes and work well under pressure
  • Demonstrated ability to approach solutions with complex challenges and solve them with an analytical and creative mindset

  • #LI-Remore

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