Customer Experience Analyst We are looking for a seasoned digital experience analyst to join our team at a major telecommunication company. This candidate will help the client understand, document, and portray the customer persona as they progress across the digital experience. This role will require collaboration with clients to bring a holistic, user-centered design to their online experience across the digital ecosystem, including cross-channel end-to-end customer experience. At the heart of this is the development of a comprehensive view of the customer journey across the digital support experience. Requirements: * 5+ years proven experience building a customer experience eCommerce/digital platform * In depth experience developing customer journey maps, persona based models, and usability testing * Ability to learn and articulate the brand through customer experience * Digital customer care/self service experience is a plus * Executive level communication and interpersonal skills, with a track record of facilitating executive meetings and advising business leaders * Ability to think critically and problem solve in a fast-paced, entrepreneurial environment * Must be driven and flexible to succeed in ambiguous and less structure environments * Strong prioritization, project management and coordination skills Interview Best Practices: PERSONALITY: 51% of every interview weighs on personality and 49% skill. Managers want to see themselves and their group able to work with someone long term that they hire. Be pleasant, personable and easy to speak with. A manager’s typical thought is “You can teach a person new skills, but you can’t teach them how to have a personality”. Be enthusiastic so the manager sees you are interested and excited about the position. Ask questions. Familiarize yourself with what the group does, what their goals are, and what is expected of you. This will also allow you to slant your answers to what they are involved in, which will make you more relevant to the position. Be honest. Don’t lie. Sometimes a manager will ask you about something that they know you are not familiar with, just to see if you’ll answer honestly. If you don’t have experience with something that is asked, answer in this way: “No, but I do have experience with this, this and this, which is very similar.” Relate the “no” to something that is similar or comparable. The most important thing is to turn any negative into a positive. Keep both yes and no answers brief and concise. Try not to answer vague questions. Try to get the interviewer to be specific in their questioning so you’ll know you’re answering specifically what they want to know. Do not ask HR related questions, such as if working remote is allowed, anything about benefits, work hours, dress/attire, etc. Keep your questions and answers targeted on the position and the need at hand. HR related questions can and are red flags if asked at the inappropriate time. Never judge yourself or your skills. When asked about something, don’t say, “Yes I know it, but I’m not that strong”, or “I’m not an expert in it”, or “I haven’t worked with it that long”, etc. Those statements will be the only things they remember from your answer. Six months of experience in something may constitute an expert in their group. Answer with your experience and what you’ve done within the areas asked and let them decide. Research the client! Know who they are, what they do, and any thing else you can find. Always have a question ready for the end of the interview. The best question to have is a summary question. For example, at the end the manager says, “Do you have any questions?" Answer along the lines of: “Yes I do, but to be sure I understand what we’ve discussed, your group does this… Is this correct?” This shows that you’ve been paying close attention to what was discussed and have a clear understanding of the group and what is expected. At the end, enthusiastically thank the manager for their time and let them know you’re excited about the position and the chance to contribute to the group. Be sure to wear professional business attire that is conservative, matches, and not flashy. Prepare a 3 to 5 minute verbal resume that is logical, concise, and specific to your experience and how it relates to the position you’re interviewing for. Talk about your responsibilities and accomplishments from previous positions, and in a way that brings to the forefront your experience that is relevant to this position. Remember the following: * Remember to turn off your cell phone. * Do not chew gum/candy or bring a beverage. * Smile, be articulate, polite, confident, and alert. * Give a firm handshake to the interviewer(s). * Bring the interview into a conversation. * Use "I" instead of "we" when speaking about past projects and experiences. * Be positive, upbeat and accomplishment-oriented.