Customer Experience Journey Strategist - US Digital Straegies

Cru is a caring community passionate about connecting people to Jesus Christ

Summary of Position Description
The individual performing this role is required to approach the position with Cru in a manner that seeks, individually and with others, the guidance of the Holy Spirit through prayer. The individual is expected to approach the job in a way that reflects the teachings of the Lord and demonstrates dignity and respect for those with whom the individual works.

The Customer Experience Journey Strategist is responsible for analyzing and enhancing the customer experience across our digital platforms. This position uses both qualitative and quantitative methods to help understand customers' needs and translates that knowledge into actionable strategies to engage them with the ministry's mission and vision. The CX Journey Strategist plays a key role in validating ministry goals, refining product ideas, and ensuring alignment with our mission and vision through digital customer engagement within Cru's extensive digital ecosystem.

Essential Duties and Responsibilities - as an employee with Cru
• Actively and intentionally grow in his or her Christian faith
• Exhibit Christian character through attitude and conduct with others in the workplace and in daily life as outlined in the ‘Standards and Expectations’ section of the employee handbook.
• Express a dependence on the Holy Spirit in the performance of his or her duties
• Consistently attend, participate and share in team and ministry devotional times and in other activities specified by his or her leadership.

For this role:
• Analyze customer interactions and behavior across various channels using various tools to understand and optimize the customer's journey.
• Identify key customer touch points and work closely with cross-functional teams to develop and implement strategies that enhance these experiences.
• Use data, customer feedback, and digital media usage analysis to identify opportunities for improvement and optimize digital media investments and marketing effectiveness.
• Define the customer experience vision for the product, addressing the entire customer journey, and lead the creation of necessary deliverables such as customer personas, journey maps, and workflow diagrams.
• Collaborate with designers and content strategists to develop innovative strategies based on research, strategic direction, and the intended customer experience, aligning with Cru's
objectives.
• Create, manage, and present detailed reports with the Customer Experience Analytics team providing insights on customer experience.
• Maintain a thorough understanding of user engagement, Cru objectives, and digital opportunities, and assist other departments in understanding the impact and value of content and design strategies through data driven analysis.
• Influence others with a passion for using digital skills to further the mission and vision of the organization by staying updated on industry trends and advancements.

Other Functions (non-essential)
• Maintain ongoing vendor relationships as directed
• Demonstrate and model personal spiritual discipline and assist in development of an environment on the team where individual team members grow in their own Christian walks.
• Personal development - engage in the Staff Development process including creating and
implementing a Personal Development Plan (PDP) targeting areas of growth.
• Perform related duties or special projects as assigned
 

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential function:

Christian Faith -  The individual serving in this role must:
• Exhibit a growing relationship with Jesus Christ and a willingness and ability to share how
this relationship began
• Sign the Statement of Faith without reservation
• Exhibit a history of being connected to a body of believers who encourage his or her
spiritual growth
• Be willing to conduct his or her life in a way that is consistent with Cru’s standards and
expectations, understanding that his or her conduct in the workplace and in the community
can reflect on the ministry of Cru.

Knowledge of:
• Salesforce Marketing Cloud
• Salesforce Customer Journey Mapping
• Salesforce Customer Behavior Analysis
• Customer Experience Management (CEM) or Relationship Management (CRM) tools
• Google Analytics (GA4)
• Cross-functional Collaboration
• User Experience principles
• Industry knowledge
• Communication skills
• Latest trends and best practices in Customer Experience
 

Ability to:
• Analyze and interpret complex customer data to understand behavior and preferences.
• Develop and implement customer journey strategies that enhance customer satisfaction and loyalty.
• Utilize Customer Experience Management (CEM) or Relationship Management (CRM) tools effectively.
• Collaborate effectively with cross-functional teams to drive customer experience improvements.
• Communicate clearly and persuasively, presenting data-driven insights and strategies to various stakeholders.
• Understand and apply industry-specific knowledge to improve customer journeys.
• Stay updated with and apply the latest trends, advancements and best practices in customer experience.
• Facilitate workshops and brainstorming sessions to develop innovative ideas for improving customer experience.
• Turn customer insights into actionable recommendations for the CX team.
• Use data to identify opportunities for improvement, establish key performance indicators (KPIs), and measure the success of customer experience initiatives.
 

Education Requirements
Minimum 4 Year / Bachelors Business, Marketing, Psychology, or a related field.

Experience Required 

2-5 years in a similar role such as Customer Experience Analyst, Customer Journey Analyst, or User Experience (UX) Strategist. An equivalent combination of education and experience may be considered.

2-5 years of experience in Salesforce Marketing Cloud
journey building, omnichannel strongly preferred

2-5 years of experience with SQL programming

Experience at Work
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands - Demand Frequency
Use hands to finger, handle, or feel; talk and hear Frequent Reach with hands and arms - Occasional
Lift and/or move up to 15 pounds - Occasional
Close vision, distance vision, color vision, peripheral vision and ability to adjust focus -Frequent

"As a religious organization whose purpose and character are primarily religious, Cru may prefer to hire and employ individuals who agree with our religious beliefs and who are faithful to our doctrinal and ethical teachings and practices."