User Experience Director
Merkle Inc. - United States

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The Director of User Experience role is an opportunity for a talented individual to join our team of one of the most innovative marketing firms in the world. We are looking for someone adept at building and growing businesses, managing large accounts, leading multi-disciplinary teams, and driving customer relationship marketing solutions.

This role assumes overall responsibility for informing, advancing and championing the full spectrum of the agency’s Customer Experience solutions. Must excel as a decisive leader, team player, mentor, customer advocate, and trusted advisor.

As a thought leader in one or more vertical industries, this person must draw upon deep category know-how to drive “competency-based” value propositions, solutions and contributions in your working partnerships with clients. At times this person will serve as a proximate and responsive client advisor, defining and accelerating UX solutions to garner both client trust and additional digital business opportunity.

This individual should have deep understanding and experience in a variety of UX engagements and deliverables, including the ability to:

Write “Vision Briefs” or UX strategic documents

Lead UX assessments across various kinds of customer interactions

Craft detailed integrated marketing plans and/or strategic customer contact plans.

Build user personas, interaction diagrams, wireframes, etc.

Be able to evangelize the benefits and necessities of a strong UX process

Core Responsibilities:
Must be able to see beyond what our clients see, or expect, or ask for.

Be a voice, protect and defend the real needs of real customers as the agency performs its work.

Show understanding and empathy in helping Merkle create moments of meaningful customer engagement, across established and emerging media that are thoroughly easy, compelling and memorable.

Take informed creative risks in bringing innovation and breakthrough ideas to our clients’ marketing mix, adding to Merkle’s intellectual capital and building our reputation as trusted client advisors.

Play a pivotal role in driving agency revenue growth (with our Sales teams) and in creating winning go-to-market strategies (with our client service teams) for the agency’s valued clients.

Become a trusted agency advocate and client advisor, occupying the intersection of business goals, agency interests and customer needs.

Leverage deep insight and first-hand knowledge of a specific vertical market and/or discipline to continuously evolve and sharpen Merkle’s CX practice, bringing the passion and skills to stay ahead of rapidly evolving market conditions.

Aggressively share key business insights throughout the agency, driving innovation with and among your Merkle teammates, expanding Merkle’s business capabilities, and building the total portfolio of business with robust client growth.

Provide mentorship to your agency teammates as they execute against the technical, operational and implementation strategies you’ve helped set into place.

Be a fierce advocate for the principals of usability and user-centered design, and an active spokesperson for the merits of experience design.

Establish a reputation as a highly collaborative strategist, translating trends and best practices into meaningful, business-building (for our clients) and business-winning (for the agency) experience encounters.

Devise and implement a near-constant stream of strategies for cross-selling, introducing and educating Merkle’s clients on the full spectrum of the agency’s capabilities.

Build dynamic partnerships, and secure personal alignment, with our Client Leadership Team(s) in achieving aggressive growth targets in new client revenue, existing client penetration, profit and client satisfaction.

Be available to make frequent event or speaking appearances, join panels and author papers or articles, giving a credible voice to Merkle’s unique POV on the opportunities facing us.

Be able to get hands dirty when the opportunity presents itself.

Required Skills

Have a robust understanding of digital media involving all channels and pricing requirements.

Have a passion for digital engagement in all forms.

Bring a reputation as convincing consultant and successful solution leader.

Experience in creating experience vision briefs, detailed experience plans, customer personas, unique interfaces, wireframes, application maps, and/or other elements of robust customer engagement solutions.

Hands-on leadership of interdisciplinary digital teams including UX professionals, tech managers, creative leads, digital marketing directors, media directors, digital analysts, and others.

Confidence and comfort in working with C-level client partners.

Successful cases of personally planning, directing and coordinating contact strategies using multiple platform/channel engagements in simultaneity (e.g., search+display+social, or EM+DM+SEO, or mobile+site+environmental, etc.).

Passion and intelligence in considering new ways to reach today’s distracted customer. A love for learning.

The ability to inspire and motivate teammates with both information and imagination. A respect for the science and soul of experience design, development and delivery.

Required Experience

Merkle Inc. - 18 months ago - save job - copy to clipboard