This role will lead the design of all Customer Experience (CX) improvement initiatives, using human-centered design Methodologies in conjunction with process improvement tools. This is a role focused on holistic, Omni-channel experience design from concept to production.
The CX Design and Research Expert will be responsible for leading internal project teams and cross-functional ?design sprint? teams across the enterprise to improve each stage of the end-to-end customer lifecycle. This role requires hands-on strategy formulation, sprint and process improvement facilitation, journey and concept design, qualitative research and partnering on implementation. Leverages customer experience expertise, lean process improvement and design knowledge in collaboration with stakeholders to define, plan, and develop end-to-end customer-centered solutions Translates business requirements into compelling solutions by applying principles of human-centered design towards the creation of new concepts, products, and processes across the organization Articulates value propositions for innovative, inspired, and simple design concepts to demonstrate how they support the organization?s CX design principles Provides advice on design capabilities, strategy, and innovation to projects that span across multiple business teams Customer Experience Design - Hands-on experience designing holistic, omnichannel customer and service delivery ecosystem designs.
Ability to transform tasks into intuitive, accessible and easy-to-use designs through the entire experience lifecycle, from the first-time user to the expert. Ability to execute visual, informative, interactive, and service design elements of the initiative that meets business and customer needs and delights customers. Ability to communicate the initiative and product to others (Business Partners) through customer journeys, storyboards, ecosystem and service designs, prototypes, process flow diagrams, wireframes, infographics, and other materials.
Design Research ? Seasoned in fast-paced design research. Ability to conduct informal customer studies and present findings that will inform improvements in the customer experience. Capable of establishing research methods and strategies with our customer research teams. Ability to discover customer and business needs through contextual inquiries, and generative and quantitative research, and identify solutions to meet those needs.
6+ years of experience in Consumer Experience Design Experience leading large Customer Experience programs BA, BS or MFA ( Design, Human Factors, Psychology, Information Science or HCI, Graphic Design, Lean Process improvement) Fluency with Lean Process improvement Tools, Adobe CS or other tools with similar depth for business assessment and prototyping A successful background working directly with Operations for the implementation of designs Experience in delivering customer research as part of the product development lifecycle either at a startup or within a new product/market division Experience with qualitative and quantitative research methods FOR IMMEDIATE CONSIDERATION, PLEASE EMAIL YOUR RESUME TO Referrals welcome : )
Employment Type: Full-time
The Creative Group