Responsibilities
- Collaborates with stakeholders using customer experience and service design expertise to prioritize, plan, and create human-centered solutions across the full customer journey.
- Evaluates internal and external research findings and competitive data to inform design decisions.
- Conducts root cause analysis to detect recurring patterns, themes, and systemic issues in customer interactions.
- Integrates insights from diverse sources—including customer feedback, analytics, VOC, complaints, and strategic goals—into actionable strategies.
- Independently or while mentoring junior staff, designs and executes both qualitative and quantitative research initiatives.
- Maps complex service systems using tools like journey maps and service blueprints to uncover pain points and opportunities across channels.
- Demonstrates strong collaboration skills, builds alignment across teams, and supports team development while contributing to cross-functional initiatives.
- Tracks evolving customer experience trends and industry best practices to bring external insights into organizational processes.
- Supports cultural change efforts aimed at strengthening customer-centric thinking across departments.
- Builds and maintains deep understanding of customer interactions across all channels and develops key relationships with relevant leaders and teams.
- Presents data-backed insights and recommendations clearly and persuasively to gain stakeholder support and drive action.
- Uses storytelling to illustrate the value of innovative, simple, and effective design concepts aligned with customer experience principles.
- Completes additional tasks and special projects as assigned.
Requirements
- Bachelor’s degree; alternatively, 12 years of professional experience in customer experience or service design may substitute.
- Minimum of 8 years of experience in customer experience or service design roles.
- Demonstrated experience applying design thinking or service design methodologies.
- Advanced proficiency in collaborative journey mapping and facilitating co-creation workshops, both in-person and remotely.
- Proven track record working directly with Marketing and Digital teams to implement design solutions.
- Extensive experience in conducting research, uncovering insights, identifying opportunities, and co-developing solutions across the full customer and service lifecycle.
- Strong ability to balance customer needs, brand goals, service design, and business objectives when making design decisions.
Nice to Have
- Advanced degree in a relevant field.
- Customer-focused mindset with the ability to foster empathy and connect emotionally with customer realities.
- Hands-on experience designing seamless, omnichannel experiences; skilled in transforming complex tasks into intuitive, user-friendly designs for all customer types.
- Proven ability to extract insights from both qualitative and quantitative data; experienced in customer research techniques.
- Skilled in communicating ideas through storytelling, using tools like journey maps, prototypes, and infographics to influence stakeholders and generate enthusiasm.
- Creative problem solver with curiosity, energy, and a passion for crafting exceptional customer experiences.
- Enthusiastic about innovation and developing new research, design, and collaborative workshop methods.
Work Arrangement
Hybrid
Other
- Applicants must be at least 18 years old.
- A high school diploma or equivalent is required.
- Candidates must consent to a drug test, background check, and fingerprinting as part of onboarding.
- Must meet the requirements of Section 19 of the Federal Deposit Insurance Act.
- New hires (Levels 4–7) must complete 9 months of service before being eligible to apply for other roles; after eligibility, a minimum of 6 months in role is required for non-exempt positions. Employees at Level 8 or above must have 18 months in position. All internal applicants need manager approval (or manager and HR approval if exceptions apply) and must meet performance standards.
- U.S. work authorization is mandatory. Employment visa sponsorship is not available now or in the future. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
- Applicants with disabilities can request reasonable accommodations for the application or hiring process. Examples include alternative formats, sign language interpreters, or specialized equipment. For assistance, contact the Career Support Line at 1-866-301-5627, available Monday to Friday, 8am–5pm Central Time.
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