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Director Customer Behavior Strategy & Design
QVC
West Chester, PA, United States
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Job Description Details
At QVC, our customer is at the heart of everything we do, and we are obsessed with delivering the shopping experiences that bring her joy and inspiration. We have an exciting opportunity for a seasoned leader to join our growing organization as the Director Customer Behavior Design & Strategy, a critical role that leads the Customer Behavior function for the enterprise. In this key leadership role, you will work cross-functionally advising The Customer Journey Organization, the related growth functions, and the business units on key insights and applications of our Customer Journey to future engagement and shopping experiences. This responsibility includes all customer interactions with the brand(s) digital and offline. You will lead our Customer Behavior team with a focus on behavioral and observational research, data synthesis from multiple sources and deep understanding of the business. You will build and lead a team to develop meaningful and actionable Customer Journey Maps to inform the direction of the commerce experiences across the enterprise. Leveraging deep Design Thinking, you will champion a seamless end to end experience for our customers, from brand awareness to using our products and everything in between. You will also build a team of user experience experts who lead a vision for how customers realize value provided by the product including all touch points with the enterprise, as well as lead the team in the design of experiments and conduct experiments to validate customer hypotheses and translate findings into actionable insights for the Customer Journey teams. In addition, you will be a thought leader in the Customer Journey space, directing and advising the enterprise on both leveraging customer research to meet strategic goals and long-term enterprise strategy rooted in customer behavior trends. This position is located at Qurate Retail Group’s corporate headquarters in suburban Philadelphia.
Responsibilities include:
STRATEGY & END TO END SERVICE DESIGN
• Facilitate strategic workshops to drive and uncover translating enterprise and brand level goals into Customer Experiences.
• Deliver Customer Journey Maps of the Customer interaction with brand touch points.
• Identify and advise the enterprise on customer strategies and top line goals.
• Provide Service and Experience Strategy and UX Architecture services to the Product Orgs.
DESIGN
RESEARCH & ANALYSIS
• Conducts ended to end customer observational research including digital platform observation, home visits, category and product based shopping scenarios, eye-tracking, card sorting, customer pilots, etc.
• Coordinates and conducts usability tests with customers on live features and prototypes.
• External research analysis and translation into action (i.e.- Heuristics translated into action and priority).
• Design of Experiments – Lean UX / Design of experiments; Collaborates closely with the UX / Design team by establishing the leanest method to validate assumptions. The design of experiment function will serve as the primary mechanism to validate customer assumptions and translate this into business value. This function includes coordinating the research, conducting experiments and communicating results for the strategic recommendations.
• Organizes 3rd party research and conducts research share outs.
STRATEGIC RECOMMENDATIONS & COMMUNICATIONS
• Externalizes customer research and pattern analysis and collaborates across all business functions to ensure that the customer is at the center of strategic decisions. Advises the business on Customer Journey touch points based on aggregated research.
• Identifies and prioritizes Customer Experience features to drive engagement aligned with business priorities.
• On-going pattern analysis to deliver key customer artifacts such as personas, scenarios.
PRODUCT USER EXPEREINCE & DESIGN
• Lead the Experience Design team with the understanding of how to conceive, structure and develop global user experience strategies and specifications for our core digital platforms to be applied in each market. In doing so, will provide strategic leadership in expressing brand experience and the application and advocacy of user-centered design methodologies to ensure usability of websites and interactive applications.
• Act as a chief evangelist on behalf of the customer ensuring that strategic decisions are made with the customer at the center.
• Deliver findings to senior team to assist them in formulating strategies and vision.
• Deliverables include: customer journey maps, validation boards, hypotheses tracking, pattern analysis, customer personas, customer scenarios, validation plans, experiment designs.
• Communication mechanisms include: customer videos, executive summaries, prototypes (with iterations).
• Provide strategic and brand-right direction across all business functions based on customer data to ensure the delivery of customer-centered growth strategies.
• Consult with the Customer Journey leads to provide insights into consumer needs relative to the online channel and usage (in tandem with the market and segmentation research) that inform our program, experience and information architectures.
• Ensure delivery of research insights through concise and meaningful reporting and provide actionable insights and recommendations based on research findings.
• Consult with each market/brand on consumer research, pattern analysis and actionable insight.
• Working with UX and Design team to ensure the user experience and design strategies are based on customer research, market insights, UX heuristics and program data and analysis.
• Align and update the enterprise on impact of iterations recommended as a result of consumer behavior finding.
• Guide Product UXD direction and design guidelines and systems work in collaboration with the Product organization and Brand team.
Education:Bachelor’s degree with an MBA preferred.
Experience:8+ years’ experience in Interactive Product Design and User Experience.
• Design Research and/or Interactive agency experience preferred.
• Ability to demonstrate experience and understanding of current and emerging methods for design research and the externalization of consumer patterns.
• Experience in media or retail industry preferred.
• Proven ability to work cross-functionally in a multi-function global organization.
• Relationships within technology and digital media industry.
• Deep experience managing and mentoring teams of high-performing professionals across diverse disciplines such as marketing, sales, web development and business intelligence.
• Demonstrated success designing and launching customer-centered experiments.
• Excellent written and verbal communication skills.
• Technical background in human-computer interaction and human centered design.
• Risk-oriented.
• A strong personal leadership style to enable influencing and motivating others to accomplish corporate goals.
• Comfortable in both a lean, “start-up like” environment and a large global organization.
• Skilled at leading effective consumer research organizations within a shared service/matrix model.
• Expert in leading research teams.
• A team player with a competitive but collaborative style; proactive, decisive and self-sufficient, with the ability to anticipate the business needs.
• The ability to make strategic focused decisions with limited and/or ambiguous information.
Director Customer Behavior Strategy and Design
QVC, Inc., a wholly owned subsidiary of Liberty Interactive Corporation (NASDAQ: QVCA, QVCB), is the world’s leading video and ecommerce retailer. QVC is committed to providing its customers with thousands of the most innovative and contemporary beauty, fashion, jewelry and home products. Its programming is distributed to approximately 300 million homes worldwide through operations in the U.S., Japan, Germany, United Kingdom, Italy and a joint venture in China. Based in West Chester, Pa. and founded in 1986, QVC has evolved from a TV shopping company to a leading ecommerce and mobile commerce retailer. The company’s website, QVC.com, is ranked among the top general merchant Internet sites.
QVC, Q, and the Q Ribbon Logo are registered service marks of ER Marks, Inc.
As an equal opportunity employer, QVC is committed to a diverse workforce and is also committed to a barrier-free employment process. In order to ensure reasonable accommodations for individuals pursuant to applicable law, individuals that require accommodation in the job application process for a posted position may contact us for assistance.