Customer Experience Personalization Buyer’s Journey Strategist

Job description

Position description
Come change the way Intel engages our customers! Are you interested in joining a team chartered with personalizing and optimizing our B2B customer's engagement across digital and physical sales channels and driving an exciting transformation at Intel? In this position, you'll develop and execute a strategy to get the right content to the right customer at the right time. You'll create specific and memorable buyer's personas and buyer's journey maps that include actionable information and touch points-all to help drive sales of some of the most innovative technology products on the planet.

The Personalization team is part of the Customer Engagement & Environments (CEE) organization within the Customer Experience division of Intel's Sales and Marketing Group (SMG). CEE is focused on enabling global multi-channel lead generation campaigns, B2B digital experiences, omni-channel personalization, social sales strategies, digital/physical engagement metrics & insights, and execution with a "customer-centric" approach.

What you'll do
As a Buyer's Journey Strategist at Intel, you'll research and interview external customers, stakeholders, and industry experts to develop buyer's personas and journey maps for multiple customer types and verticals.

You'll also:
-Collaborate with multiple marketing, product, and sales teams internally as you develop new personas and journey maps

-Conduct research and interviews to gain insight into B2B customer needs, motivations, priorities, and goals to create personas and buyer's journeys that reflect real users and touch points

-Reveal the distinctions between each persona and map a buyer's journey that is not always symmetrical or linear

-Characterize what customers want more of or less of, what workarounds they use, and what they integrate our offering with in order to meet their overall goals

-Categorize content that will best meet customer needs across the buyer's journey

-Formulate recommendations on the type of content needed by specific personas at different stages of the buyer's journey

-Collaborate with business partners to audit and tag their content for omni-channel personalization projects

-Collaborate with content governance bodies to influence standardized content metadata tagging categories, attributes, content creation targeted for each persona and each stage on the sales journey, and business processes needed to enable personalization

-Manage the roll-out of content audit training materials and influence content creators to regularly audit their content and follow standardized tagging processes

-Develop strategies for measuring content quality, usage, and customer needs as they evolve

-Recommend ways to optimize conversion paths and use smart calls-to-action

-Collaborate with IT on content information environments and tools to make it easy to view and manage content assets

-Lead and educate content authors across business groups to break new ground and challenge the status quo, and provide oversight to close content gaps

-Consult and influence marketing campaign managers and content authors to create content targeted to each persona and each stage of the buyer's journey

-Collaborate with business partners to define their content goals for the personalization pilots and kickoff content audit processes

Desired profile

Qualifications
-Bachelor's degree

-3-6 years of experience developing buyer's personas and/or buyer's journey maps, managing B2B digital marketing content, content strategy, and content tagging processes

Preferred Skills/Expertise:
-Creative design skills to illustrate personas and buyer's journeys succinctly

-Experience with omni-channel customer touch points, personalization, and buyer's journey measurement

-Experience developing end-to-end strategies to personalize the experience across web, social, email, and other channels as well as search engine optimization

-Experience conducting content audits and competitive analysis

-Experience implementing content governance, defining content tagging taxonomies, and developing content quality checklists

-Experience implementing or managing a system that enables marketing and sales to search, view, filter, tag, and assess existing content assets to easily locate content created for specific personas, stage of the sales cycle, or other criteria

-Excellent project planning and management skills to keep projects on track and budget

-Knowledge of marketing automation and role in personalization

-Ability to deliver results effectively with minimum supervision across multiple teams, projects, and changing priorities

-General understanding of a complex sales process for technology developers, channel partners, and enterprise technology decision makers

-Excellent computer and technology skills

-Excellent written and communication skills

-Meticulous attention to detail, with a focus on continual improvement

-Ability to work effectively in globally disperse teams with strong collaboration and excellent team building across organizational boundaries

-Ability to handle a fast-paced and dynamic work environment

-Some travel required