Senior Human-Centered Design Expert

About the Role

The Customer Experience Designer position is a key contributor in our organization, responsible for supporting the Lead for NPS and Experience Design. The primary objective of this role is to consider customer feedback, wants, and needs, ultimately helping design and delivery teams create human-centered and innovative products, services, and experiences.

In addition, the Customer Experience Designer will help identify opportunities in delivering a seamless and effortless customer and agent experience. This individual will also drive the Net Promoter Score by being a functional stakeholder for different business units' project teams for customer initiatives.

Responsibilities:

Human-centered Design & Customer Journey Mapping

• Work with local teams to assess projects for relevant HCD and Service Design needs, co-creating a Service Design or HCD project plan aligned to best practices.

• Provide peers and stakeholders with advice and guidance on HCD, SD, and Design Thinking activities to achieve business outcomes with a customer-centric lens.

• Design and execute SD sprints for key customer or agent-impacting projects, both for short-term and multi-year transformational initiatives, focused on traditional and digital solutions.

Voice of the Customer & Voice of Distributor

• Represent the customer user voice and work with customer insights, data analytics, IT, delivery, and operational partners, ensuring empathy for customers' perspectives and that solutions address key pain points.

• Work with regional counterparts to translate and adapt regional best practices with local market needs.

• Embed HCD mindsets across the organization, helpfully challenging contrary ways of working to foster ambition and customer-centric change.

• Clearly articulate case studies for past projects, including how they have helped project teams apply human-centered methods to make more robust and successful customer and agent experiences.

• Collaborate and plan projects with regional and local teams for research, synthesis, journey mapping, and experience design planning.

• Improve and redesign end-to-end journeys to enhance customer and agent sales, service, and claim experiences.

• Facilitate or co-facilitate workshops, co-design, and other engagements in support of projects and teams.

• Conduct or manage customer and agent interviews, collaborating with regional offices and local stakeholders at various stages of the innovation/HCD process.

• Ensure all forms of research, mapping, and insights are robust and unbiased.

• Think strategically and digitally; understand how the digital economy changes user behavior and the evolution of the insurance and wealth landscapes.

Drive the Net Promoter System

• Maintain an upward trend of NPS Scores and support NPS goals by partnering with internal teams to ensure the customer experience is top of mind across various initiatives, including product development processes, sales processes, and online to offline interaction flows.

Champion the Customer Obsession Value

• Influence the organization to live up to the Customer Obsession Value by partnering with key business units to develop programs that build awareness of the customer experience.

Required Skills & Qualifications

Bachelor's Degree

• Business, design, psychology, or similar disciplines.

Experience

• 3+ years' experience running Service Design and HCD projects within or for large organizations.

Key Qualities

• Project management, organizational, and coordination skills required; Agile experience is advantageous.

• Proven ability to work with data, presenting quantitative and qualitative insights in support of one another.

Preferred Qualities

• Comfortable with various software platforms; Figma experience is advantageous.

• Ability to influence decisions and gain consensus across different stakeholders, senior leaders, channels, and lines of business.

• Positive disposition and ability to relate well with others, possessing high levels of empathy.

• Results-oriented, with a can-do attitude; undeterred by obstacles and challenges.

• Comfortable with ambiguity; open to new ideas and flexes with changing business priorities and situations.

• Helpfully challenge embedded practices that contradict Human-centered ways of working at all levels of an organization.

About Our Organization

We value diversity and inclusion. We strive to attract, develop, and retain a workforce as diverse as our customers. We administer all practices and programs without discrimination on various grounds protected by applicable law. If you require a reasonable accommodation during the application process, please contact us.

Working Arrangement

Hybrid work arrangement available.