Vice President, Retail Experience Solutions

Boston, MA, United States

Company Description PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty.

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve. We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

The position can be located anywhere in the EST time zone.

Job Description The position can be located anywhere in the EST time zone. 50% travel (domestic and international) expected.

We are seeking an experienced and strategic-minded individual to join our team as a Solution Principal, Retail. In this role, you will play a pivotal role in defining the retail expertise, strategy, solution set, and thought leadership within the retail vertical. You will collaborate closely with sales teams to support deal sales cycles, consult with retail clients on their strategy, and operate as the company's retail thought leader.

Define and develop the retail expertise and strategy for Forsta, including identifying market trends, customer needs, and competitive landscape within the retail vertical.

Work closely with sales teams to support deal sales cycles by providing subject matter expertise, crafting tailored solutions, and delivering compelling presentations to retail clients.

Consult with retail clients on their strategic objectives, challenges, and opportunities, and recommend solutions that align with their business goals.

Lead thought leadership initiatives within the retail vertical, including developing whitepapers, case studies, and blog posts, and presenting at industry conferences and events.

Collaborate with product management and development teams to ensure that Forsta's solutions meet the specific needs and requirements of retail clients.

Developing HX Framework : Create a comprehensive framework for transitioning from traditional experience management to a Human Experience strategy. This framework should outline key principles, methodologies, and best practices for understanding and optimizing the holistic human experience.

Customer Journey Mapping: Lead efforts to map out the end-to-end customer journey, identifying touchpoints and moments of interaction where human experiences are shaped. Use insights from journey mapping to inform HX strategy development and implementation.

Data Integration and Analysis: Work closely with data analytics teams to integrate various data sources (e.g., customer feedback, behavioral data, sentiment analysis) to gain a deeper understanding of human experiences. Use advanced analytics techniques to derive actionable insights that drive HX strategy.

Cultural Transformation: Champion a cultural shift within the organization towards a more human-centric mindset. Collaborate with internal stakeholders to promote empathy, curiosity, and a customer-first approach in all aspects of decision-making and operations.

Employee Experience Enhancement: Recognize the integral role of employees in delivering exceptional human experiences. Develop strategies and initiatives to enhance employee engagement, satisfaction, and empowerment, ultimately leading to better customer interactions and outcomes.

Continuous Improvement: Establish mechanisms for ongoing monitoring, measurement, and optimization of HX initiatives. Implement feedback loops and performance metrics to track progress, identify areas for improvement, and drive continuous enhancement of the HX strategy.

Thought Leadership: Position the organization as a thought leader in Human Experience by publishing articles, participating in industry forums, and speaking at conferences. Share insights, case studies, and best practices that demonstrate the value and impact of HX strategy.

Cross-Functional Collaboration: Foster collaboration and alignment across departments, including marketing, sales, product development, and customer support, to ensure a unified approach to delivering exceptional human experiences across all touchpoints.

Change Management: Lead change management efforts to facilitate the adoption of HX strategy throughout the organization. Provide guidance, training, and support to employees at all levels to ensure successful implementation and execution.

Qualifications Proven experience in a senior leadership role within the retail industry, with a deep understanding of retail operations, trends, and challenges typically gained by 8 plus years experience.

Prior experience leading customer and employee experience strategies as well as market research experience.

Demonstrated track record of success in consulting or solution selling, with the ability to understand client needs, develop innovative solutions, and close deals.

Strong communication and presentation skills, with the ability to articulate complex concepts in a clear and compelling manner.

Excellent interpersonal skills, with the ability to build relationships and collaborate effectively with internal teams, clients, and external partners.

Strategic thinker with a results-oriented mindset, capable of driving initiatives forward and delivering tangible business outcomes.

Additional Information Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Press Ganey we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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The expected base salary range for this position is 250,000 - 350,000 USD. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

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