Overview

Job Locations:
USA, CA, Pleasanton
USA, CA, San Francisco

Do what you love. Love what you do.

At Workday, we help the world’s largest organizations adapt to what’s next by bringing finance, HR, and planning into a single enterprise cloud. We work hard, and we’re serious about what we do. But we like to have fun, too. We put people first, celebrate diversity, drive innovation, and do good in the communities where we live and work.

About the Team

The Customer Experience (CX) Strategy team was recently formed to shape the future of the CX Organization at Workday. To do so, we leverage data-driven insights on our customers, products and business to ensure the CX vision, strategy & portfolio continually achieves greater customer satisfaction while accelerating the realization of Workday’s growth & corporate strategy. We partner with closely with Workday’s Chief Customer Officer and CX senior executive team to define, align on, and implement our global CX strategy.

About the Role

As a Senior CX  Strategist, you will define our next generation customer experience within core areas of our business, with the goal of removing friction and delighting our customers. You’ll be joining a team of innovators, researchers and data lovers who champion and activate the CX vision across Workday. 

The CX Strategist will facilitate analysis of current state customer journeys, lead the design of ideal state customer experience, identify gaps, and build a plan toward realizing the ideal state. This role will require you to excel at working with senior leaders and strategy teams across the organization. You will collaborate effectively to ensure we successfully fulfill the promise of delivering a world class customer experience.

Responsibilities

  • Conduct customer insights research and discovery for specific processes and journey phases to determine industry standard and best in class benchmarks.
  • Document and outline CX’s vision for these journey stages and develop a roadmap on how we get there.
  • Collaborate with CX colleagues and cross-functional teams to substantiate recommendations that improve the customer’s ability to achieve their goals.
  • Lead design research, experiment design, and visualization of customer experience strategy, along with delivering research plans, insight summaries, user journeys, concepts and artifacts.
  • Seek external industry trends to identify CX innovations to elevate trends aligned with business goals and customer outcomes.
  • Develop persuasive communication and storytelling materials.
  • Develop evaluation methods and measurement plans to assess changes made to customer journeys. 

About You

Basic Qualifications

  • Bachelor’s degree.

  • At least 7+ years experience in Customer Experience, Customer Insights, or Market Research in a SAAS, technology or B2B company.

  • Experience setting up and running a customer journey mapping or CX research program.

Other Qualifications

  • Solid understanding of research methodologies and journey analytics. 

  • Experience using Qualtrics, Medallia, or similar enterprise level tools is a plus.

  • Analytical thinking – able to objectively interpret research, extract insights, and communicate in a motivating way.

  • Highly self-motivated and able to proactively problem-solve.

  • Drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization.

  • Strong background of collaboration in diverse and cross-functional team environments.

  • Excellent communication skills, including the ability to present complex concepts clearly and persuasively across diverse audiences at various levels of our organization.

  • Demonstrated passion for Customer Experience and acting as an advocate for customers.

As a federal contractor, Workday is requiring all new hires to verify that they are fully-vaccinated against COVID-19 within 72 hours of beginning employment with Workday, consistent with applicable law. Workday is an equal opportunity employer. Candidates who are not vaccinated due to a sincerely held religious belief, medical reasons, or other legally-protected reason should contact [email protected] to explore what, if any, reasonable accommodations or exemptions Workday is able to offer.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!