Key Responsibilities:
1. CX Strategy & Execution
Develop and implement customer experience strategies to enhance BCG’s global marketing campaigns targeting top Fortune 500 clients.
Build integrated customer journeys to move target audiences from awareness to business discussions, ensuring alignment with commercial goals.
Partner with product marketing, analytics, and account teams to ensure CX initiatives are embedded within BCG's global efforts.
2. Persona Development & Customer Insights
Conduct in-depth customer research to create buying personas and Ideal Customer Profiles (ICP) that guide engagement strategies.
Leverage insights to identify key touchpoints and prioritize strategic focus areas to shape customer journeys and campaigns.
3. Campaign & Journey Mapping
Design and execute multi-channel marketing campaigns that align with customer journey touchpoints and drive engagement with key client segments.
Develop journey maps for high-value accounts, integrating digital and traditional channels for maximum impact.
4. CX Research & Optimization
Lead CX research to continually refine customer journeys and identify new engagement opportunities.
Use performance data to track and measure customer satisfaction and engagement, optimizing CX strategies as needed.
5. People Management
Manage and mentor 1-2 direct reports focused on user research, content strategy, multi-channel journeys, and CX strategy.
Foster a collaborative, high-performance team environment that encourages innovation and growth.
7-10 years of B2B experience in customer experience, journey mapping, and persona development.
Bachelor’s degree in Marketing, Business, or a related field (Master’s degree preferred).
Experience working with cross-functional teams in digital marketing, product development, and analytics.
Proven expertise in CX research and journey mapping tools.
Strong data analytics skills with experience using platforms like Tableau, Google Analytics, and Adobe Analytics.
Familiarity with marketing automation platforms (e.g., Marketo, Salesforce) and ABM tools (e.g., Demandbase).