Senior Customer Experience Designer

Citizens Financial Group•Westwood, MA

12d•Hybrid

About The Position

A s a Senior Customer Experience Designer within the Journey Design team at Citizens, you will play a critical role in influencing CX strategy by aligning design initiatives with organizational goals and advocating for customer-centric approaches at every level. You will be challenged to both totally re-imagine and continuously optimize customer and colleague facing end-to-end experiences. The Senior Customer Experience Designer represents the voice of the intended, designed experience ensuring design intent is met. The optimal candidate is a master, data-driven, storyteller that identifies and solves problems by determining the optimal outcome from the perspective of the customer and colleague and then using experience/service design methodologies to bring the experience to life.

Requirements

Bachelor’s degree required with a preference for degrees in Process Engineering, Visual Design, Design Engineering, or Marketing.
5+ years of customer experience, user experience, process design or design engineering and client management.
Proven experience leading complex service blueprinting or experience design projects.
Strong Oral and Written communications.
Proven ability to influence, navigate and strengthen cross-functional teams.
Ability to manage multiple large-scale initiatives.
Ability to conduct, collect, validate and analyze data from multiple sources to identify trends, patterns, and anomalies that may indicate potential root causes of problems.
Strong project management skills showcasing effective planning, organizing, communicating and executing projects to achieve objectives on time.

Responsibilities

Conduct internal and external data analyses to articulate customer and colleague needs and expectations, and understand customer experience friction areas for deeper assessment.
Engage executive leaders and influence their decisions by presenting data-driven insights through clear, compelling storytelling.
Serves as strategic partner with senior-level business leaders and channel stakeholders to understand how best to support business needs in concert with customer/colleague needs.
Develop north-star visions and “customer stories from the future” and assist in building agile roadmaps to achieve this future.
Lead efforts in leveraging service blueprinting methodology to bridge the gap between frontstage experiences and the backstage people, processes, policy & technology capabilities that power them.
Ground CX work in the Discovery process, gathering and synthesizing customer, colleague and competitive insights to understand friction points, root cause, and opportunities for future improvements.
Provide input and/or conduct customer research and customer validation processes to identify customer workflow and unmet needs using a variety of methods including Jobs to Be Done research, customer panels, prototype testing, and formal and informal usability studies.
Facilitate ideation, synthesis and design activities with business partners, technical architects, customers, and designers to transform ideas and concepts into artifacts, prototypes, and high-fidelity designs
Interact with a cross-functional team and drive customer experience strategy and best practices to implement applications and platforms while maintaining a cohesive end-to-end experience.
Stay current with innovative improvements/processes available in the larger world of experience design.
Storytelling (via highly visual document creation, and articulation) to ensure journey work is understood and adopted at the senior leadership and day-to-day management levels