Director Strategic CX Designer

• Define the North Star experience for priority personas and with end-to-end experiences (vs point fixes)

• Breakdown the North Star experience into the key feature set

• Lead detailed design discoveries: customer research experience mapping friction analysis and concept development

• Acts as a strategic partner with the VoC Strategist in the design and interpretation of qualitative and quantitative customer research including interviews and surveys

• Identifies and articulates latent needs of customers to business stakeholders

• Identifies and re-shapes moments of truth for customers to improve business outcomes

• Partners with VoC Strategist and UI UX designers to help test prototypes with customers

• Helps link the customer facing solutions / features to measurable CX leading and lagging indicators

• Perform other related duties as assigned.

Job Specifications

• BA/BS required MBA preferred.

• 10 years of experience delivering value to customers through design thinking problem solving analytics and/or digital assets or equivalent relevant experience.

• Experienced in leveraging customer research toolkit (qualitative quantitative) including interviews concept testing and synthesis into actionable requirements

• End-to-end customer experience and service design capability; able to define moments that matter and redesign flows across channels

• Skilled in rapid prototyping and collaboration tools; comfortable working inside sprint cycles with enablement and delivery teams

• Experienced in persona design and definition; skilled in storytelling and executive communication around customer pain points.

• Deep understanding of common CX metrics and measurement systems (NPS CES etc.); as well as the customer journey and behaviors & expectations to invest in technology.

• Proven experience influencing business outcomes through experience strategy design direction and insightled recommendations.

• Excellent problem solving communication and design thinking ability with strong understanding of operating in an Agile value stream based delivery environment.

• Experience delivering data and/or digital based solutions that have a direct impact on customer experience.

• Fundamental understanding of various research techniques and data analytics; including strong skills in conducting and analyzing quantitative research

• Proven experience with Journey mapping service design prototyping concept testing tools

• Turn data into action -Proactively identify and advocate for areas of opportunity through synthesis of detailed analysis and research into strategic insights and practical recommendations.

• Ability to influence mid-level to senior management through personal interactions as well as the creation and delivery of presentations.

• Comfortable asking tough questions challenging mid-level to senior management throughout the transformation process

• Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery

• Collaborative team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization.

• Superior consulting and advisory skills; Clarity coherence desirability and measurability of experiences delivered. This role does not own delivery or operational outcomes but shapes the experience direction that guides value stream execution.