Senior Customer Experience Designer

As 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. 

Primary responsibilities include

• 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

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • Bachelor’s degree required with a preference for degrees in Process Engineering, Visual Design, Design Engineering, or Marketing.  
• Preferred Qualifications
  • 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.

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: Monday-Friday (4 days in office) 

Pay Transparency: The salary range for this position is $120,000-$163,000 per year.  Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.  ​We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.