Job Details

Description

The Experience Designer will utilize design thinking methodology to prove recommendation success through prototyping, implementing solutions, and providing support for projects organizationally. The Experience Designer is the expert in journey findings and recommendations across the entire customer lifecycle (anyone who interacts with our brand, products, and people). The Experience Designer collaborates with the customer journey team, organizational key stakeholders, business analysts, and architects to design an experience that best balances the expectations of the customer, the needs of the company, and what is technologically possible.

Duties & Responsibilities

Lead pilot programs, prototypes, and ideate sessions
Work cross-divisionally to design and implement change
Facilitate organizational collaboration
Create a fail forward environment that embraces bold, smart risks in the pursuit of the ideal experience
Develop continuous innovation loops organizationally through human centered design
Drive change based on customer feedback to create ideal state experiences
Challenge existing processes through inspiration and innovation
Engage divisional stakeholders to design experiences by consulting through design sprints, workshops, and projects
Design experiences based on and inspired by customer feedback
Research upcoming business, industries, and technology
Draw sound conclusions from large sums of data
Keep up to date on vendor processes, role in the entire ecosystem, and involvement in the marketplace
Foresee and communicate the effect any vendor change will or could have on NYCM's process
Analyze cross-lifecycle implications
Execute small to large projects in scope, budget, and on-time
Continually update knowledge of project and design methodologies
Provide proof of concept of journey recommendations by utilizing a design thinking approach
Assist with creating and carrying out action plans for curative solution implementations
Maintain project document and provide updates
Track vendor performance with assistance from operations pillar
Attend and facilitate meetings when necessary, assign and/or document takeaways accordingly
Assist in vendor selection based on best fit for the designed experience
Assist in identifying and communicating the effect any vendor change will or could have on NYCM’s process
Develop and support working relationships with vendors
Support focus group sessions and document takeaways accordingly
Bring the voice of the customer to life through innovative problem solving and experience design
Other duties as assigned

Requirements

Associates Degree
2 years in a project management or design role
Business acumen
Facilitation experience

Qualifications & Skills

Intimate understanding of the customer lifecycle and customer segmentation
Excellent oral, active listening, and written communication skills
Ability to communicate organizationally at key moments throughout the process
Intermediate level skills in Word, Excel, and Power Point
Fully developed and effective presentation skills
Strong project coordination skills, able to motivate project team members
Time management, organizational, keen attention to detail, and prioritization skills
Critical thinking
Service orientation
Ability to work both independently and within a team with minimal direct supervision
Ability to handle stress professionally, calmly, and effectively
Positive and professional attitude

Payband 5 / Hours 40 per week

Salary Range: $44,926 - $62,895

Applications accepted through: 10/16/2024

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