Customer Experience Designer, I - sr. (customer Journey Design)

Customer Experience Designer, I-Sr. (Customer Journey Design)

The Customer Journey Design team is responsible for collaborating with cross functional teams to gain a comprehensive understanding of the customer experience, identifying pain points and opportunities for improvement across all touchpoints. By creating a service blueprint including mapping the end-to-end customer journey and customer service processes, the team creates smoother, more intuitive interactions that reduce friction and better align with customer needs, leading to increased satisfaction, loyalty, and advocacy. The team's efforts directly contribute to improvements in key customer experience metrics, such as Net Promoter Score, Customer Satisfaction, and Customer Effort Score, positioning the organization as an industry leader in delivering exceptional customer experiences. The Customer Experience Designer is responsible for leveraging human-centered design principles to enhance the end-to-end customer journey within the organization. As part of the Customer Journey Design team, the Designer will work collaboratively to map customer experiences, identify pain points, and develop innovative solutions that improve customer satisfaction and loyalty.

Job Duties/Responsibilities

Map the Customer Journey:

• Collaborate with groups across the Integrated Customer Organization (ICO) and operating companies to deeply understand customer behaviors, needs, and pain points
• Collaborate with the team to create comprehensive customer journey maps that capture the emotional and functional aspects of the customer experience
• Create detailed visualizations of actual and ideal customer interactions across all touchpoints using customer feedback.
• Prioritize high-impact touchpoints where customer sentiment is strong or weak to spot gaps and pain points.
• Analyze customer experience data to prioritize initiatives that will improve satisfaction and loyalty.
• Validate journey maps with customers to ensure accuracy and relevance

Service Blueprint Development:

• Create detailed visualizations of actual and ideal customer interactions across all touchpoints using customer feedback.
• Prioritize high-impact touchpoints where customer sentiment is strong or weak to spot gaps and pain points.
• Analyze customer experience data to prioritize initiatives that will improve satisfaction and loyalty

Process Mapping and Optimization:

• Identify pain points, bottlenecks, and areas of inefficiency within the service delivery processes
• Analyze the relationships and interdependencies between different service components to understand the overall system
• Develop recommendations to streamline processes, eliminate redundancies, and improve the coordination of service delivery

Design Customer Journey Solutions:

• Design and optimize the customer touchpoints (e.g., digital interfaces, physical environments, employee interactions) to ensure a seamless, intuitive, and consistent experience
• Collaborate with cross-functional teams (e.g., IT, operations, customer service) to ensure the touchpoints are aligned with the organization's capabilities and resources
• Conduct usability testing and gather customer feedback to iteratively refine the touchpoint designs

Agile Methodology:

• Utilize agile methodology to iterate quickly and incorporating feedback on deliverables and outputs.
• Participate in agile project management activities, such as sprint planning, daily standups, and retrospectives, to ensure the timely delivery of data solutions.

Emerging Technical Trends:

• Stay up to date with the latest advancements in customer journey mapping and recommend new techniques or tools to enhance the organization's capabilities

Cross Functional Collaboration:

• Partner with various departments to align on customer experience goals and initiatives.
• Communicate insights and recommendations to executive leadership to inform strategic decision-making.
• Foster a customer-centric culture and promote the use of ethnographic research across the organization

Minimum Requirements

Minimum Education required of the position:

• Bachelor's degree in user experience design, interaction design, human-computer interaction, or equivalent work experience in utility customer operations.

Minimum experience required of the position:

• Customer Experience Designer I: 0-2 years of relevant professional experience
• Customer Experience Designer II: 2-4 years of relevant professional experience
• Customer Experience Designer III: 4-6 years of relevant professional experience
• Customer Experience Designer Sr: 6+ years of relevant professional experience

Minimum knowledge, skills and abilities required of the position:

• Technical Skills:
• Proficiency in user research methods, including interviews, observations, and usability testing
• Skills in affinity mapping, journey mapping, and other customer experience research techniques
• Expertise in design thinking methodologies, including problem framing, ideation, prototyping, and testing
• Ability to facilitate collaborative workshops and co-creation sessions with customers and cross-functional teams
• Skills in generating and iterating on conceptual designs, wireframes, and interactive prototypes
• Familiarity with design tools and software (e.g., Figma, Adobe Creative Suite, Sketch)
• Strong problem-solving and critical thinking skills, with the ability to translate customer insights into innovative solutions
• Familiarity with the regulated electric utility industry, including customer touchpoints, operational challenges, and regulatory environment
• Collaborative mindset and the ability to work effectively in a cross-functional team
• Passion for improving the customer experience and driving organizational change through human-centered design

Any certificates, licenses, etc. required for the position:

• None