H&R Block

About H&R Block

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United States

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Not Specified

Director - Client Experience Strategy

H&R Block - Kansas City, Missouri

Posted: 12/9/2018

Position SummaryAre you ready to cast the vision and build the roadmap of future experiences for millions of clients across the globe? H&R Block's CX Strategy team is driving innovation and client-centered design initiatives across the organization. The Director of CX Strategy will lead this team of strategists and designers to work closely with stakeholders and product teams, facilitating collaboration to uncover unmet client needs, improve business operations, prioritize short and long-term goals and innovate new solutions.
This position reports to the VP of Client Experience.

 Core Responsibilities

  • Partner with senior leadership team to develop strategies, roadmaps and execution plans
  • Drive the adoption of strategic roadmap throughout the organization through partnership and trust
  • Define critical roadblocks and solutions to move roadmaps ahead
  • Drive ad-hoc strategy projects to completion and track results
  • Uncover insights that shine light on new opportunity areas for innovation and guide the organization toward powerful new solutions
  • Create unique views on problem statements, customer personas and needs, opportunity areas and solution territories to provide the highest value to clients and the business
  • Craft compelling presentations that effectively deliver a strategic point of view
  • Build, mentor and lead a team of forward-thinking strategists and designers 
  • Develop and lead design thinking workshops throughout the organization
  • Elevate the design reputation of H&R Block both locally and nationally through speaking engagements and writing opportunities
Basic Qualifications

  • Bachelors degree in related field or the equivalent through a combination of education and work experience.
  • 10+ years of experience in digital and design environments
  • Strong communication skills and the ability to partner with senior leadership team
  • Strong leadership, coaching and development skills
  • Familiarity with the design, application, and analysis of a wide range of qualitative and quantitative research techniques
  • A track record of experience in idea generation and refinement
  • Ability to judge creative ideas for their distinctiveness and effectiveness
Preferred Skills
  • An energetic go-getter with an entrepreneurial spirit and a relentless focus on creating amazing work
  • A solid communicator and collaborator, someone who values the power of words and wields it gracefully
  • A design-obsessed individual, one who loves solving large problems and applying the best in systems thinking to do it holistically
  • A serious thought leader that can make strategic choices and help focus the organization on the most critical and value-added activities
  • Exceptional analytical and creative problem solving skills, strong ability to work with complex and detailed data
  • Ability to influence and manage project outcomes to deliver results

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