Customer Experience Service Designer

Delta Dental • San Francisco, CA

1d

About The Position

This job will be a mid-level key contributor in the Experiences Center of Excellence (COE) that supports the implementation of the Customer Experience (CX) vision in close coordination with the User Experience (UX). The Customer Experience Service Designer will partner with CX Strategy, Customer Insights, UX, Product Management, Business Process Management (BPM) and other cross-functional teams to influence and drive execution of the experience design model across all customer touchpoints (internal and external) across all channels. The person in this role will work on complex experience design initiatives, delivering detailed customer insights through various service design frameworks. This role will become a go-to expert deeply familiar with our end-to-end customer journeys, their interconnectedness across experiences, and the impact of internal operations on external experiences. This role will support shorter-term / initiative-level roadmap planning and execution, contributing to shaping the approach of designing and developing a holistic view of key experiences and interactions across the customer ecosystem to support Delta Dental's enterprise strategic priorities.

Requirements

• 2+ with Bachelor’s degree.
• A bachelor’s degree in human-centered design, psychology.
• CCXP Preferred.
• Additional experience may be accepted in lieu of education or degree.
• Experience within Service Design, CX, UX, product design, customer and user research; experience mapping complex front and back-end solutions across silos to identify CX gaps and recommend solutions.
• Experience gathering and reviewing multiple sources of data and insights, ability to identify trends and diagnose gaps in performance.
• Ability to quickly digest and understand complex information, and synthesize findings to help teams solve problems and translate into experience designs.
• Experience communicating the various complexities of the customer experience in a way that motivates design improvements and drives change.
• Experience building strong working relationships with cross-functional teams.
• Experience working collaboratively within a team to support and drive varying priorities, at a project and/or programmatic level.
• Experience working in agile environments on complex products and across multiple initiatives simultaneously.
• Ability to learn and adopt new tools and processes used for tracking project task updates and timelines to provide visibility across the product team.
• Experience designing and implementing experiences across human and digital channels.

Nice To Haves

• Experienced in playing a leading role in planning and facilitation of end-to-end collaborative design sessions, including with senior audiences is preferred.
• A genuine and relentless passion for creating customer-centric solutions and a demonstrated ability to translate the benefits to business stakeholders is a plus.
• Experience applying CX best practices as it applies to customer experience service design, as well as an understanding of key business functions like product development, customer service, operations, marketing and communication, sales enablement, technology, and process (lean sigma or Agile) is preferred.
• Experience as a project or program manager, driving multiple overlapping CX initiatives either as a consultant or within a complex organization is a plus.

Responsibilities

• Develops detailed service design frameworks, including but not limited to customer journey maps, from initial gathering of insights to creating visual representations of the customer's experience, as well as delivering those in a way that generates empathy and drives alignment around the customer’s experience within the service ecosystem of related systems and processes.
• Partners with Experiences COE, marketing insights, and product management and design teams to drive solution design and facilitation to execute against Delta Dentals customer experience vision.
• Identifies critical pain points and themes across the ecosystem of customers journey, and establishes repeatable processes to embed customer (and business) empathy and insights into the teams and solution design processes.
• Coordinates efforts in co-creating end-to-end and front-to-back experiences with cross-functional teams to deliver a future-fit ecosystem.
• Participates in cross-functional teams planning and prioritization efforts that execute system mapping, customer journeys, and service specifications that address business problems.
• Drives proactive collaboration with researchers, visual and user experience designers, and other partners to ensure customer insights are utilized to guide solution design, and support the determination of data requirements for tracking of improvements over time.
• Collaborates with product management owners to increase the visibility of CX priorities and align service design initiatives to the product management roadmap.
• Utilizes and advocates for the adoption of the latest CX tools and techniques in order to align the wider CX, BPM and Product teams to understand customer needs, behavior and perceptions.
• Generates awareness, interest and support for Service Design and Design Thinking to teams across the business.
• Owns administrative oversight and executes on management of CX Service Design programmatic methods and tools.
• This list is not all-inclusive and you are expected to perform other duties as requested or assigned.

Benefits

• Base Pay Information The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. Pay Grade 20. $72,084 - $150,995

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level