The Customer Service & Experience Design (CSXD) Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands
Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers
All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.
We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.
Customer Experience Design Architect - Consumer
Based in: New York, NY
Reports to: Head of Customer Experience Design
What we do:
As a member of the Customer Experience Design team (CXD), you will be challenged to think about the complete end-to-end customer experience for all of Dow Jones’ Consumer products--from a new customer ordering a subscription to The Wall Street Journal, to the 20 year subscriber who calls customer service to report a delivery issue, or the corporate WSJ.com customer who is having trouble logging in to her account.
CXD is part of the Customer Service & Experience Design department, which is responsible for consistently providing seamless customer service, purposeful experiences, and valued, lasting relationships with our customers.
What you will do:
Work as part of the team which owns, coordinates, drives and designs the Customer Experience across our products, services and brands.
Map customer journeys across the customer lifecycle, capturing touch points, highlighting areas of friction, and proposing opportunities for improvement. This may be done in conjunction with a product launch or change, or as part of the continuous review of our customer experiences
Identify customer cohorts and tailor customer journeys accordingly
Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience for each customer, and by bringing the voice of the customer to life
Inspire the business to be customer-centric, by contributing to business-wide understanding of metrics, performance and design principles
Be the guardian of the customer experience - stimulating constructive critique, conversation and contributions from across the business.
Support the customer experience from across the globe - it is essential that the candidate can travel to our US Customer Service hub in Princeton, NJ or internationally, as needed
You must have:
2-4 years experience in 1 or more of the following areas: Business Process Modeling/Mapping, Business Analysis, Design Thinking, Project Management, Customer Experience, or Customer Service (preferably in a Media or technology business.)
An analytical mindset, you need to be able to translate data and insight into value-driving business plans.
An ability to build strong, delivery-focused relationships with all levels of stakeholders inside and outside CXD, Customer Service & Experience Design, and across Dow Jones. Successful CXD architects are approachable, easy to work with, and team players.
An ability to problem-solve: be a self-starter when tackling projects and constantly ask “what could go wrong for the customer?”
An ability to manage multiple projects and moving parts within a project at once, as well as able to prioritize and reprioritize as business needs change.
An intellectual curiosity about paid content and media. The CXD team consistently examines good and bad customer experiences inside and outside of the publishing industry and is on top of the latest digital industry news and trends.
At least 2 years of experience in a Business Process, Business Analysis, Design Thinking, Project Management, or Customer Service/Experience role
Working knowledge of Google products (primarily Slides, Docs, Sheets, and Hangouts)
2+ years of experience in a Business Process, Business Analysis, Design Thinking, Project Management, or Customer Service/Experience role
Experience developing Google Slide presentations and presenting in-person and/or via Google Hangouts
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Insurance Plans
Family Care Benefits
Commuter Transit Program
Employee Referral Program
Dow Jones , Making Careers Newsworthy
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: IT Development Group
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
Req ID: 27198