Customer Experience Architect

Job Description

Customer Experience Architect

Company Overview:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world's largest news gathering operations with nearly 2,000 journalists in more than 75 bureaus globally. It produces leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Factiva, Barron's, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.

Where am I based? New York

What do we do? Dow Jones provides news and business information to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. It has produced unrivalled quality content for more than 125 years and today has one of the world's largest newsgathering operations with nearly 2,000 journalists in more than 75 bureaus globally. Its leading publications and products include the flagship Wall Street Journal, America's largest newspaper by paid circulation; Factiva, Barron's, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.

United by our ambitions, the Dow Jones Customer group will attract and retain customers by creating distinctive experiences and valued relationships for mutual profit. We work across all of the elite Dow Jones brands to appeal to a broad, high-level client base and provide a distinctive experience to each one. In addition, the group's focus is on consistently providing excellent service and developing and nurturing valued, lasting relationships with our customers.

The Customer Experience team design, innovate and inspire the Customer Experience for all of the Dow Jones products, services and brands. Working closely with colleagues from all across the business, the team are the guardians of the customer experience and voice and advocate of the customer.

You will:

  • Work as part of the team which owns, coordinates, drives and designs the Customer Experience across our products, services and brands
  • Advocate on behalf of the Customer during all business engagements to ensure a consistent and valuable experience for each customer
  • Create and visualize customer personae and map customer journeys across various products throughout the lifecycle, capturing touchpoints and highlighting areas of friction
  • Drive product/program quality improvements by designing customer journeys, processes and blueprints across our consumer brands and products
  • 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.
  • Be the voice of the customer, using insight to hold the business to account
  • The Customer Experience team support the customer experience from across the globe - so it is essential that the candidate can travel internationally, when required

You must have:

  • 2-4 years experience in Business Process Modelling/Mapping, Business Analysis, 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 focussed relationships with all levels of stakeholder.

Company Overview

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world's largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Factiva, Barron's, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).

Job Locations USA-NY-NEW YORK

Requisition ID 2017-30422

Job Function Design Technology

Business Area CUSTOMER ENGINE

Job Area1 Customer Experience


Meet Some of Dow Jones's Employees

Geoff R.

News Editor, WSJ

Geoff manages the Money Investing Section of the WSJ, coordinating visual, graphical, and copy content published in print and online to present readers with the best finance market stories.

Sendi D.

Subscriber Services Manager

Sendi works in Subscription Department at Dow Jones, dealing with fraudulent complaints and providing customer service support for WSJ, WSJ+, Barron's, and its affiliated sub-agencies.


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