CX Strategist

Job Description

About The Role

The CX Strategist is responsible for identifying opportunities to enhance the customer experience, analyzing customer insights, and collaborating with cross-functional teams to develop impactful, customer-centric solutions in Journal Operations. This role will focus on designing and implementing strategies that improve the overall customer journey, ensuring seamless, engaging interactions aligned with business objectives.

By combining data analysis with strategic planning, the CX Strategist will drive initiatives that enhance customer satisfaction, loyalty, and advocacy. They translate insights into impactful strategies, optimize customer interactions, and support business growth through improved retention and a customer-first approach.

Responsibilities

Customer Insights & Data Analysis

- Analyze customer data from surveys, feedback, and CRM systems to identify key trends and pain points. Generate actionable insights that guide CX strategy and decision-making. Provide inputs to dashboards and reports to track customer behavior, and identify friction points. Provide data-driven insights to support strategic decisions and continuous improvement. Recommend improvements to customer journey mapping to optimize touchpoints for a seamless customer experience. Continuously review and provide inputs to journey maps based on changing customer needs and feedback.

CX Strategy Development & Execution

- Design and implement CX strategies to enhance customer satisfaction, retention, and loyalty. Align CX initiatives with business goals and ensure cross-functional adoption. Evaluate the effectiveness of strategies through performance metrics and feedback.Monitor and report on CX KPIs like NPS, CSAT, and customer retention regularly. Identify gaps in performance and recommend corrective actions. Propose and implement innovative CX initiatives to enhance customer satisfaction.

Stakeholder Collaboration & Communication

- Serve as a Single Point of Contact for all communications related to CX Analysis and strategy. Work collaboratively and conscientiously, and openly demonstrate a positive and constructive approach to feedback and conflict. Collaborate with Internal and External contacts to align CX efforts across departments. Present CX insights, strategies, and progress to key stakeholders clearly and effectively. Act as a CX advocate within the organization, driving customer-centric culture.

Learning and development

- Stay updated on industry trends and best practices to drive CX strategy and innovation. Regularly research the latest CX trends, tools, and best practices through webinars, courses, and industry reports. Organize internal sessions to share new CX methodologies, tools, or case studies. Act as a mentor, guiding on data analysis, strategy formulation, and customer-centric thinking. Create knowledge bases/playbooks to standardize CX practices across teams. Work closely with cross functional teams to share and learn customer insights that drive strategic decisions.

Requirements

- Proven track record in delivering CX strategy improvements and programs
- Strong knowledge of industry best practices in quality control and customer-centric approaches
- Skilled in advanced data tools Excel, SQL, Tableau, Power BI, Minitab, Google Analytics, Adobe Analytics
- Familiar with Lean, Six Sigma, Agile methodologies; Green/Black belt certification preferred
- Proficient in statistical analysis (hypothesis testing, regression, ANOVA) and CX mapping tools (Miro, Confluence, Lucidchart)
- Degree educated with 5+ years in publishing or related fields, including 2 5 years in CX, Business Analysis, or Strategy role.
- Excellent stakeholder management and communication skills with a global, cross-functional mindset; adaptable and collaborative, thriving in dynamic international environments while fostering teamwork and integrating diverse perspectives across regions. Detail-oriented, results-driven, with strong project management and data storytelling abilities.