We are looking for Content/Customer Strategist - Servicenow KnowledgeBase - Remote / Telecommute for our client in Washington, DC.
Job Title: Content/Customer Strategist - Servicenow KnowledgeBase - Remote / Telecommute
Job Location: Washington, DC
Job Type: Contract
Job Overview:
Pay Range: $59.39hr - $64.39hr
Requirement/Must Have:
- Bachelor s Degree in Marketing, Business, Design Strategy or related field.
- 8+ years of progressive product management, marketing strategy, design strategy or marketing project management experience.
- In lieu of a Bachelor s degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
- Strong knowledge of primary research approaches including quantitative and qualitative market research.
- Excellent Microsoft and/or Adobe Suite skills.
Responsibilities:
- Plan, facilitate and execute human-centered design processes across multiple projects.
- Capture the voice of the customer and work cross-functionally to deliver meaningful and diverse customer experiences.
- Conduct, gather, and define preparatory research to understand needs of customers.
- Develop Human Centered Design (HCD) research plans, including interview guides, participant observation, information-gathering tools, immersive research, and surveys.
- Develop personas, journey maps and lead others through the development of solution seeking How Might We statements.
- Design and facilitate ideation sessions with stakeholders, including future-state journey mapping, card sets, brainstorm sketching, and paper prototypes.
- Illustrate the vision for the product through product roadmap creation and identify the problems the product will solve.
- Work with business teams to understand current challenges and goals, and align with Customer Experience (CX) strategy and objectives.
- Collaborate with Consumer Insights team on collection of consumer trends, competitive insights, industry updates and sales reports.
- Build consensus with teammates across the organization and give clear direction during cross-functional collaboration.
- Lead associate-engagement strategies, including building empathy for the customer across the organization.
- Champion usage of multiple sources of customer insights, including Voice of Customer (VOC), analytics, direct customer research, and HCD sessions.
- Develop and present the business case for new products or solutions at all levels of the organization.
- Ensure there is a tracking mechanism in place to demonstrate the success or failure of the initiatives launched.
- Act as project manager and take ownership of team results by quantifying and qualifying team contributions.
Skills:
- Human-Centered Design (HCD).
- Customer Experience (CX) Strategy.
- Product Management.
- Marketing Strategy.
- Design Strategy.
- Journey Mapping.
- Persona Development.
- Qualitative Market Research.
- Quantitative Market Research.
- Voice of Customer (VOC).
- Adobe Suite.
- Microsoft Office Suite.
- ServiceNow KnowledgeBase.
Qualification And Education:
- Executive presence with the ability to quickly establish credibility with and influence leadership level teams.
- Experience leading multi-disciplinary teams through the entirety of the human-centered design process.
- Strong verbal and written communication skills with the ability to explain complex concepts to a variety of audiences.
- Demonstrated ability to think strategically about issues impacting an entire portfolio or business unit.
- Proven ability to think critically and creatively while managing internal customers and complex projects.
Benefits
Our Benefits Include:
- Medical, Dental, and Vision Insurance
- 401(k) Retirement Plan
- Health Savings Account (HSA)
- Disability Insurance (Short-Term and Long-Term)
- Life and AD&D Insurance
- Paid Sick Leave (where required by applicable state or local law)
- Supplemental Insurance Plans
- Identity Theft Protection
- Pet Insurance
- Employee Wellness Programs
- Employee Assistance Program (EAP)
- Career Growth and Professional Development Opportunities
Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.
About Cynet Systems
Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.
As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.
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