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Head of Experience Strategy
WeWork
New York, NY, United States
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WeWork is renowned for delivering amazing in-person, spatial experiences. The opportunity exists to expand on this through the creation of the Experience Strategy team, responsible for bringing digital lifecycle experiences into parity with our spatial experience. Reporting to the SVP, Head of Central Growth, the Head of Experience Strategy will own the vision of end-to-end member experience, bringing together a range of core business functions to design and deliver a consistent user experience across the WeWork member lifecycle.
A newly-formed discipline within the Central Growth function, the Head of Experience Strategy will build a high-performing, cross-functional team that partners with: Sales, Marketing, Digital, Product, Analytics, Technology, Community and Creative to identify opportunities for experience optimization, revenue generation, and business challenge resolution. In addition to core internal teams, the Head of Experience Strategy will serve as a key liaison with external technology vendors, playing a key role in consultation and integration within cross-functional business programs.
The team will be the hub of strategy, insights, coordination and optimization, leading experience-based programs that connect sales, marketing, account management, technology, and community to the member. These programs will be designed to deliver 1:1 personalization at-scale.
The Head of Experience Strategy will bring deep expertise in designing high-performing experiences that leverage multiple data points, technology platforms and drive incremental business revenue. The ideal candidate will blend strategic thinking, project management, analytical sensibilities, and experience design, leading lead a diverse team of stakeholders in realizing the full promise of the WeWork experience.
Responsibilities:
• Ownership of end-to-end WeWork customer experience; spanning acquisition, retention, growth and win-back
• Lead design and delivery of WeWork’s cross-channel personalization strategy
• Partner with data and technology teams to identify opportunities to optimize experience through driving personalization and scale across digital channels
• Identify and drive scalable business programs leveraging existing resources and use technology to drive scale and efficiency
• Synthesize customer data and insights to design strategies for optimized customer experiences
• Play a key role in driving increases in desk sales and building occupancy through identifying opportunities for acquisition, growth and win-back
Requirements:
• 7-10 years in strategic consulting (in-house and agency preferred)
• Interdisciplinary experience working across marketing, sales, technology and data
• Experience attracting, building and leading high performing teams
• Deep knowledge and expertise in customer experience, technology, and innovation
• Ability to understand, organize and communicate complex information in an easily understandable format tailored to a variety of audiences
• Highly collaborative and able to work across the leadership level, while having a deep understanding of technical execution requirements
• High-energy, passionate, and proven track record of developing and implementing strategies.
• Tech-savvy and up-to-date on all digital tools, platforms and resources
• Strong track record in thriving in a hyper-growth environment