VP-Human Centered Design Strategist-Consumer Experience

Our client, one of the largest and most prestigious Insurance companies in the US is looking for a Human Centered Design Strategist to join the Consumer Experience Center of Excellence Group.

“Our firm has embarked on a transformation journey to build on the power of digital tools, data sciences, and consumer centrism to further our mission for our customers. Our Marketing group is on the forefront of this journey – leading the research, insights, digital innovation, and analytics necessary to creating connected, meaningful experiences for our customers. The Strategy and Marketing Operations team is looking for top talent who are passionate about fueling connections to the customer, driving the research and design to achieve our transformation, and game to be shaping clarity and delivery of new capabilities in an evolving company.
The Marketing group is seeking a highly qualified individual to join the Consumer Experience Center of Excellence team based in New York, NY. This team is on the forefront of the next stage of the company’s evolution to a digital, consumer-centric organization – to empower our customers with the financial security to Be Good at the firm.. We are responsible for the research, design strategy, orchestration of development, and monitoring of experience performance of a differentiated end-to-endS consumer experience across digital, in-person, service center, and IVR channels. Successful candidates should have a passion for consumer and customer experience research and design, an insatiable curiosity for how and why consumers behave, a blend of business savvy and creative know-how, and the communication and project management skills to ensure stuff gets done.”

Primary Responsibilities For The Position Include
• Support the lifecycle of service and experience design – design research, synthesis, low-fidelity prototyping, facilitation, and project management
• Assist in the scoping, design, and execution of quantitative and qualitative research
• Synthesize, design, and develop research deliverables (e.g., journey maps, blueprints)
• Design, develop, and test low-fidelity prototypes (e.g., sketches, storyboards, mock-ups)
• Facilitate and advise working groups through key projects and on usage of key design methodologies and tools including the design and execution of design thinking workshops and trainings
• Engage in and monitor CX touchpoints for identification of pain points and opportunities for experience improvement
• Assist in voice of the customer/survey activities, manage CX scorecards, reporting, communications
• Help monitor and maintain a prioritized portfolio and roadmap of CX projects
• Bachelor’s degree in Design, Design Planning, Anthropology, Sociology, Business or related area required, MBA in Design and Innovation or similar advanced degree strongly preferred
• 5+ years of experience in user experience, service design, design thinking, design research/ethnography, business design or customer experience
• 3+ years using design tools (e.g., Adobe InDesign, Illustrator, Paper) and wireframing/prototyping tools (e.g., Balsamiq, Axure) with advanced illustration and visualization skills
• 2+ years working with IT architecture and digital solutions development (web, mobile, apps)
• 2+ years working with strategy development and business process re-engineering
• 2+ years in executive facilitation/training, coordinating and leading projects across cross-functional teams and establishing executive buy-in
• Familiarity with experience-related measures and reporting (e.g., NPS, Qualtrics)
• Outstanding analytical capabilities, with well developed strategy toolkit
• Collaborative work style and leadership presence

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