Experience Strategy (CX & Innovation) Manager

Channel matrix: Understand the current scope of channel interactions, activities, cost to serve and xx performance, as well as the preferred channel mix across customer segments for brand & brand
Actor map: Understand the core needs of and value exchange between key actors in the ecosystem
Personas: Validate and update personas
Current journey maps & blueprints: Explore critical journeys/touchpoints further and capture identified pain points, needs and opportunities from customer interviews & Stakeholder sessions, actor map, personas, Industry best practice, Target Channel strategy: Define future channel strategy and mix across journeys, touchpoints and audiences
CX maturity framework: Develop a maturity framework around core KPIs & benchmarks and measure journeys against it
Improvement initiatives identified across critical journey/touchpoint opportunity areas (CX, comms)
Prioritisation of improvement initiatives based on impact vs feasibility vs alignment with channel strategy (CX, comms)
Target state journey maps & blueprints: Design the target state for the priority journeys (CX, comms)
Prioritisation of channel strategy & target state initiatives (CX and comms)
Journey Transformation Backlog: Detail