Marketing / Customer Engagement and CX Personalization – Business Consultant

The ideal 1:1 Customer Experience and Engagement Expert candidate has extensive experience as a consultant and comprehensive knowledge of 1:1 Engagement platforms, Customer Experience Personalization, and Marketing Campaign Management Processes and Operation. The candidate must be able to lead requirement gathering sessions, design solutions for non-traditional marketing campaigns such as “always-on” strategies, ensuring customers receives real-time, contextually relevant and tailored customer communications across all channels, fostering a seamless and coherent customer experience.

The candidate must also be able to manage customer expectations and scope by working closely with stakeholders and other internal parties as appropriate, bridging the technical-business divide fostered collaboration and support for the 1:1 customer engagement innovative initiatives.

Responsibilities

• Works closely with various stakeholders to elicit, define and refine customer-centric requirements for the 1:1 Customer Engagement and Decisioning platform.
• Documents design solutions within the appropriate documents as dictated by the established development processes, controls and procedures.
• Works closely with various stakeholders to design solutions involving Omni-channel marketing campaigns and Hyper-personalized customer communications. 
• Assists various stakeholders and teams with understanding capabilities of the 1:1 Engagement platforms and helping them transition from the traditional marketing campaigns mindset to the “always-on”, contextually relevant, real-time and omni-channel customer experience strategies.
• Develops the documented solutions through hands on implementation or through directing other developers as necessary.
• Establishes and evolves best practices for the development efforts within the 1:1 customer engagement platform.
• Stays current on established 1:1 Customer Engagement and CX Personalization platform features and capabilities. 
• Identifies risks to the platform or individual initiatives that they are engaged with and helps develop risk mitigations.

Requirements

• 5+ years’ experience in any 1:1 customer engagement platform such as Pega Customer Decision Hub, Salesforce Marketing and Interaction Studio, Adobe Target, Adobe Real-time CDP, Adobe Journey Optimizer,  Thunderhead, SAS Customer Intelligence 360, Unica Marketing Hub, Infor Epiphany Interaction Advisor, Braze Customer Engagement Platform).
• 5+ years’ experience with marketing campaign management Solutions.
• 5+ years’ experience documenting 1:1 Customer Experience business requirements, designing solutions and authoring technical documentation.
• 2+ years’ experience in the Finance / Banking Industry
• Experience delivering solutions within waterfall and agile methodologies.

Primary Location City/State:

Homebased - Conway, Arkansas

Additional Locations (if applicable):

Acxiom is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, military status, physical or mental disability, sexual orientation, gender identity or expression, genetics or other protected status.

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Attention Colorado, California, Connecticut, Maryland, Nevada, New York City, Ohio, Rhode Island, and Washington Applicants: This position is not located in the aforementioned locations but applications for remote work may be considered. For information about this role under state or local equal pay or pay transparency laws, please contact recruit@acxiom.com.