CX Strategist

Caleres - Clayton, MO

Full-time - Mid Level

Clayton, MO

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

Join our dynamic and thriving footwear company as a CX Strategist in St. Louis, MO where you'll have the opportunity to make an impact and shape the future E-commerce and digital experience for our renowned brands. If you have a passion for improving customer experience, curiosity to understand the 'why' behind the 'what', and knack for drawing out actionable insights from customer data, this is the perfect role for you! As a member of our team, you'll be part of a company that values results, caring and learning.

Responsibilities

• Collaborate with PM, UX, analytics, ecommerce, consumer care, logistics, and other cross functional business partners to continuously improve customer experience (including omnichannel)
• Partner with CX team and other digital partners to monitor customer inputs and drive proactive discovery that will inform and define future enhancements to our Ecommerce platform, including VOC, Session Replay, Behavioral Analytics, customer interviews, and market research
• Perform regular site audits to ensure accuracy of features and site functionality relevant to defined specialty, helping to understand points of friction and opportunities
• Act as primary decision-maker and visionary for Product Owned enhancements, collaborating with UX and IT on research, design, and delivery phases and keeping brand ecommerce teams updated throughout the process
• Conduct 2 week initial Post Go-Live analysis of Product Owned features to understand initial performance against business value estimation; additionally, perform 4 week deep dive Post Go-Live analysis for Product owned features in Quantum Metric in partnership with Analytics to understand ROI, impact to KPIs, and user adoption
• Foster relationships for CX discipline critical tools (Quantum Metric and Qualtrics) including quarterly performance check-ins, capability assessment and partnership to improve usage

Requirements

• Bachelor's Degree in relevant field preferred
• 5+ years' of previous business experience in eCommerce, digital marketing, digital CX, digital UX or related disciplines
• Excellent communication skills (written, oral, and presentation)
• Ability to influence others with appropriate self-confidence and presence
• Experience in a fast paced, deadline-driven environment
• Exposure to large-scale and small-scale projects
• Microsoft Office, Adobe Analytics, Sitecore, Quantum Metric, Qualtrics platform experience

Benefits

• 30% Associate Discount across Famous Footwear and Caleres brands
• 401k, health benefits and PTO
• Access to earnings before payday
• Free, 24/7 confidential support and resources through CompPsych EAP for eligible associates
• Relaxed dress code
• Full access to onsite gym, Starbucks, Grab and Go Market, and free parking in downtown Clayton, MO