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Director of Experience Strategy and Insight

projekt202, Atlanta

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At projekt202, we are focused on creating experiences that engage, innovate, disrupt and delight. Our team is passionate about user-centric design and development and enjoys delivering amazing concepts and technical solutions for our courageous clients. We enjoy working together to share our expertise and solve our clients’ business challenges.  We have fun and enjoy hanging out with each other in a culture that supports and celebrates our diverse talents, backgrounds and skills.
 
What you care about
*You draw energy from human interaction. You're confident but not pompous.
*You are driven to know more, to know why, to ask what if.
*You're a born collaborator, and truly appreciate the perspectives of other brains. You respect and attract your colleagues and client's opinions. You believe that you very well might not know the answer. You ask great questions.
*You thrive in uncharted territory. The uncertain and unknown are your playgrounds. Your personal compass pushes you out of your comfort zones. Your leadership inspires your colleagues and earns the respect of our clients.
*You are a communicator. You are able to take an ask and turn it into understandable and actionable ideas. You break down the complex into the simple.

About Experience Strategy at projekt202:
At projekt202, experience strategy is based on evidence, with a focus on generating insight through observing customers and users in their contexts: offices, homes, shopping malls, agricultural fields, etc. Our team expertly synthesizes this observational data and distills actionable meaning and perspective-shifting insight from it. We combine this comprehension of people and what they’re motivated by with an understanding of the client’s business goals, and generate new opportunities through these twin lenses. These are the primary inputs and process through which we create a strategy for the customer or user experience.
The work of the Experience Strategy & Insight team often informs software product and portfolio strategies, as well as customer experience strategies for marketing and innovation teams. Experience in these domains is a key consideration for the position.
 
Position Summary:
The Director of Experience Strategy and Insight owns the client delivery channel for their practice within their geography.  They are empowered to lead, grow, and improve their delivery team.  They inspire their teams to hone their craft and deliver outstanding client services.  The Director of ESI makes our processes better by having the autonomy to make decisions and to partner with their National Practice Leader to develop the intellectual property of projekt202 and espouse the opinions that the company has about our craft and how that relates to solutions we deliver to client businesses.  They are client facing and are a lighthouse for our brand by being enthusiastic about their practice’s capabilities within the market and their team.  They are master craftspeople, well-versed in how the service offerings of their practice fit with the consolidated corporate service offerings.  The Director of ESI manages the financial performance of the team including:  revenue generation, chargeability of the team, and quality of delivery in the assigned geography.

Primary Job Responsibilities:

  • Own the delivery quality and customer satisfaction for the ESI practice in the assigned geography by implementing the NPL’s blueprint for quality in their region and ensuring the scope of the project meets the client’s needs; build the right solution with the right quality
  • Attract and retain highly skilled individuals to join the team; partner with recruiting on interviewing and ensure recruiting campaigns are targeted to the right individuals
  • Grow and develop the team; ensure career paths are understood; delegate well and groom successors
  • Evolve the practice by identifying innovative ideas/new service offerings to make sure we are meeting the client’s needs
  • Evangelize both externally and internally, projekt202’s industry leading, experience driven application development services
  • Deliver repeatable, measurable performance for the practice offering
  • Educate the local Business Development Team on the key differentiators of the practice’s capabilities so they are able to articulate them to potential clients
  • Participate in pre-sales support activity by representing the practice within the assigned geography, consulting with clients to understand their needs, and participating in the estimation/proposal process
  • Responsible for meeting revenue goals for the practice in the assigned geography
  • Responsible for achieving gross margin targets for the business by monitoring consultant chargeability and bill rates for the practice in the assigned geography
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Required Skills and Qualifications:

  • 5+ years leading a service delivery or professional services department for a technology or creative solutions company having participated directly in at least 7-10 generative research projects, and with a defined process for making sense of generative, qualitative data
  • Prior consulting experience is preferred
  • High emotional intelligence
  • Excellent public speaking skills
  • Excellent verbal and written communication skills
  • Experience and comfortable working in a matrix organization where you win mindshare rather than order it
  • Able to think on their feet and flex supporting practice material for unique opportunities

Education:

  • Bachelor and/or Master Degree in a Relevant Field of Study (i.e. Human Computer Interaction, Computer Science, Interaction Design, Visual Design, Ethnography, Graphic Design, Engineering, etc.)
If this sounds like you, let's talk. Please visit www.projekt202.com to hear from our leadership team on why you should join us on this amazing journey!

Direct applicants only, no agency submittals please.

At this time, projekt202 does not provide sponsorship.

About projekt202

projekt202 is leading the world in experience-driven software design and development. We are focused on and passionate about improving the experiences that people have with technology. Recognized by Gartner for setting the industry standard, we believe there is a better way to design, develop and access the full potential of technology in today’s connected world. projekt202 has spent over a decade bringing to life and to market compelling experiences through our Experience Strategy & Insight, Interaction & Visual Design, Software Development, and Digital Marketing practices. Our expert team has delivered emotionally-rich and intuitive solutions for global brands and clients such as Capital One, Mercedes-Benz Financial Services, Samsung Electronics, Neiman Marcus and The Container Store, among many others.

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