Marketing Specialist - Experience Design

Role Impact:

The Marketing Specialist - Experience Design will bring experience and passion to help innovate (new) and improve (existing) CF experiences for our customers across all of our retail properties. This role will work with internal teams across the organization, including Research & Insights, Operations and Marketing, to thoughtfully design user journeys, ensuring that our customers have a positive perception of CF; and ultimately, help us deliver against our program goals and KPIs.

The Marketing Specialist - Experience Design will have the opportunity to support the design of CF’s high priority and most impactful marketing programs.

What you will deliver:

• Support in developing and executing experience design workshops, presentations and collaboratively work with key stakeholders in this process as well as define success metrics. This will include mapping current and future state customer experience journeys as well as contributing to key experience design documentation.
• Participate in the experience ideation and design with ongoing support to the Experience project owner to execute experiences with excellence.
• Work closely with the Research and Insights team to help analyze user research data and summarize to integrate key learnings and insights into Experience programs for a customer-centric approach. Support on-site monitoring and conduct research including user interviews, surveys and data analysis to inform experience design decisions and optimize for a positive customer experience.
• Support the Experience project owner in setting KPIs for experiences and helping to monitor performance along with continuously identifying opportunities for improvement and experience optimizations.
• Actively assess industry trends, best practices and innovation to incorporate into experience design workshops and identify new, relevant opportunities ongoing. Brings a high level of passion for Customer Experience and Experience Design.

What your strengths are:

• It will be critical that this role has a strong attention to detail in management and execution to project timelines and overall task accountability.
• Experience in supporting or co-creating experience design workshops including customer experience journey maps, experience blueprints or prototypes etc.
• Innovative and growth mindset to identify potential opportunities as well application of industry-leading practices.
• Solid verbal and written communication skills with internal and external stakeholders. Ability to generate presentations and actively participate in or co-lead workshops that contribute to experience design and support recommendations.
• Data-driven, strategic mindset to incorporate insights and learnings into programs and make recommendations. Ability to apply a test and learn approach for ongoing program optimization.
• Experience with design tools to create customer experience journey maps as well as prototypes or mock ups. Tools such as Miro, Adobe Illustrator, etc.
• Strong team building skills at a Specialist level and act as a role model against CF Values amongst the team.
• Knowledge in project management tool Asana.
• Knowledge in Google Suite.
• Industry accreditation in Design Thinking or Experience/Service Design; solid understanding of user-centered design principles and practices (e.g., Design Thinking, Human-Centric Design, service design principles).
• Experience as a service or experience designer with a portfolio showcasing design skills.

What you need to succeed:

• 3+ years of marketing experience
• Post secondary education preferably in Business, Marketing, Service or Experience Design.

Why you should join us:

At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference!

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

Are you someone who believes in our values?

• Aim Higher – we strive to exceed expectations
• Own Your Expertise – we empower ourselves and each other
• Collaborate Effectively – we bring the right people together to get the right results
• Engage with Empathy – we objectively consider the needs of others
• Embrace Change – we drive, learn from, and adapt to change

At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected. We’re ready to meet you there – are you?

CF is an equal opportunity employer and is committed to creating a diverse and inclusive environment. If you need reasonable accommodation during the recruitment, assessment, and/or selection process, please notify your CF contact or email [email protected].