Cx Strategist - Freelance [Remote]

ABOUT US:
Braintrust is a user-owned talent network that connects you with great jobs with no fees or membership costs—so you keep 100% of what you earn.
ABOUT THE HIRING PROCESS:
When you join Braintrust, you will be invited to a screening process for Braintrust to learn more about your previous work experiences. Once completed, you will have access to the employer for this role and other top companies that seek high-quality talent. Apply to this job to kick off the process.

• ESTIMATED DURATION: 40h/week - Long term
• JOB TYPE: Freelance, Contract Position (no agencies/C2C - see notes below)
• LOCATION: Remote - Canada (TimeZone: CST | Partial overlap)
• HOURLY RANGE: Our client is looking to pay $125 – $150/hr

THE OPPORTUNITY
Key Requirements:

• 5+ years of relevant professional experience in CX, UX, or related fields.
• Proven experience in creating journey maps and key strategic recommendations for CX.
• Comfortable with data analysis and technology-forward thinking.
• Excellent communication and stakeholder management skills.
• B2B2C and Financial Services experience is a big plus.
• Experience in occasional workshop facilitation.
• Experience with modernization and/or growth marketing is a plus.
• Future-thinking mindset and ability to anticipate trends and shifts in customer behavior.
• Strong analytical, strategic, and critical thinking skills.
• Strong organizational and project management skills.
• Familiarity with human-centered design principles and practices.

What you’ll be working on
The CX Strategist will be responsible for developing and implementing customer experience strategies to improve customer satisfaction, loyalty, and retention. They will work closely with stakeholders across the organization to create a customer-centric culture and ensure that customer insights are integrated into business decisions. The successful candidate will possess a strong background in journey mapping, analytical and strategic thinking, change management, communication, organization data, insights development, critical thinking, human-centered design/understanding, root cause analysis, and storytelling (quant/qual). Additionally, they must be comfortable with data and technology-forward, future-thinking, and have experience in project management, product lifecycle/management/roadmap, service design, facilitation, and stakeholder management.
Key Responsibilities:

• Lead occasional workshop facilitation to build understanding and momentum around CX initiatives.
• Communicate customer needs and insights to stakeholders across the organization.
• Conduct journey mapping exercises and identify key touchpoints for improvement.
• Drive change management initiatives to improve the customer experience.
• Develop and manage project plans and timelines to ensure timely delivery of CX initiatives.
• Lead the development of customer experience strategies and translate them into tangible business goals and capabilities.
• Analyze customer insights, including analytics, VOC, and synthesis, to inform decision-making.
• Develop and advocate for CX as a practice/discipline across the organization.

Apply Now!
Braintrust Job ID: 6550
C2C Candidates: This role is not available to C2C candidates working with an agency. If you are a professional contractor who has created an LLC/corp around their consulting practice, this is well aligned with Braintrust and we’d welcome your application.
Braintrust values the multitude of talents and perspectives that a diverse workforce brings. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status.