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Associate Director, Experience Strategy

Strategy & Insights
Detroit, MI Cincinnati, OH Kalamazoo, MI Minneapolis, MN Cleveland, OH
Req ID: 4735

Description

Position at VMLY&R

At VMLY&R, we create connected brands. We resist the usual ways of seeing, doing and thinking — harnessing creativity, technology and culture — to reimagine the entire connected consumer experience. Our goal? To create work that becomes part of people’s lives, to drive value for our clients and, in the best of cases, to impact the world.

As an Associate Director, Experience Strategy, you will be a key contributor to a human-centered approach that translates human empathy and an understanding of the world into meaningful and impactful experiences. Working as part of experience strategy and customer experience (CX) teams, you’ll help anticipate emerging opportunities at the intersection of people, culture, technology and business to identify where to play and how to win for VMLY&R clients. You will have autonomy yet will be supported with a moderate level of direction from experience strategy team leads and will work hand-in-hand helping teammates address client specific needs.

An Associate Director, Experience Strategy is a primary driver of research (primary and secondary) and synthesizing those into actionable insights. You will be a critical part as a core team member, contributing across all phases of a CX project, leading defined workstreams and contributing to all team’s problem-solving and communication activities. Experience strategy is core to the VMLY&R Customer Experience (CX) practice, providing leadership across growth strategy, customer experience and product management, digital strategy, business design and innovation.

We’re looking for someone who will:

  • Understand and demonstrate the importance of framing the customer/member as a human being and not just another customer or a number.
  • Know the both the industry and competitive landscape of connected brands and customer experience as it relates to charging. Report out on trends and recommendations to support overall strategy.
  • A deep understanding of ethnography to develop customer/member needs and behaviors (B2C & B2B) by developing via quantitative and qualitative methods.
  • Know the products and services our clients offer – thoroughly understand the benefits and value we are offering through the eyes of the customer.
  • Lead collaboration sessions to uncover insights that will drive strategic choices.
  • Translate a complex landscape of customer interactions, touchpoints, stakeholders and processes into meaningful, product/service roadmaps and blueprints.
  • Form strategic insights into actionable strategies that solve for both customer needs and business gaps/opportunities.
  • Work with internal and client partners to define the correct approach to test, pilot, validate and scale electrified experiences in the marketplace.
  • Support leadership on the day-to-day relationship with clients, specifically various Electrified Vehicle experience leads. We are here to help our clients be the best they can be.
  • Work with internal and external teams to keep collective knowledge and design-patterns in step with contemporary customer expectations of high value brand interactions.

As part of the WPP Group, VMLY&R offers one of the best overall compensation packages in the business. 

You’re right for this job if you have:

  • A strong understanding of ethnographic research, consumer insights, product lifecycles.
  • 5-7 years of experience with consumer engagement strategies (digital, product, services).
  • Demonstrated ability to lead through action/doing.
  • Experience in developing programs that combine vision with strategic principles and tactical ideas.
  • Excellent communication skills: written and verbal
  • Self-motivated and strong attention to detail

VMLY&R is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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