Basic Qualifications

Minimum of 5 years of experience in the following:

• Conducting analysis of current-state Sales and Service business operations to identify customer and employee pain points across touchpoints (traditional and digital)
• Developing a point of view on process and organizational changes required to improve customer and employee experience across touchpoints
• Assessing technology gaps and making recommendations for technology solutions to improve and connect Sales and Service experiences for customers and employees
• Implementing process, organizational and technology changes with cross-functional stakeholders including business leaders, technology leaders and frontline employees
• Building business cases and calculating ROI on customer strategy initiatives
• Experience with cloud technology platforms including Salesforce.com and any other relevant ticketing / tagging softwares
• Experience working in agile delivery methodologies
• Deep industry experience in Social Media, Internet, and Platform companies specifically around digital advertisement
• Experience working with multi-disciplinary teams to implement process, organizational and technology changes with cross-functional stakeholders including business leaders, technology leaders and frontline employees
• Minimum of 5 years of experience in a consulting environment.
• Minimum of 4 years of previous strategic program experience inclusive of team leadership and project leadership

Bachelor’s Degree Required

Preferred Skills:

• Experience with customer experience design across digital and traditional channels
• Experience leading design-thinking workshops with customers and functional stakeholders
• Media Industry customer experience design
• Ability to monetize customer experience improvement via revenue uplift and cost reduction value levers
• Exceptionally strong verbal and written communication skills

上班地址：朝阳区东三环中路环球金融中心西座