Service Designer

Job Description

Do you like to think outside the box? Lead and learn simultaneously? Do you excel at improving employee, partner, and customer experience? Do you build relationships that foster collaboration and fresh ideas, that can help accelerate customer time-to-value? Enterprise Customer Experience is an organization at Rockwell Automation that guide customers to value and deliver the experience they need and expect, allowing them to achieve their desired goals and accelerate time to value.

We realize this work through:

• Guide improvements through Moments that Matter for our customers
• Scale our operations to be as efficient and as possible
• Simplify customer touchpoints across teams, services, products and partners to orchestrate a near-seamless experience

As an Enterprise Customer Experience Service Designer you will create Moments that Matter to enhance user experiences and deliver value to both customers and organizations. Through your leadership, influence, and hands-on engagement, you will build and activate, predictable, and scalable customer experiences.

You will report to the CX Design Leader.

Your Responsibilities:

• Conduct user research to understand customer needs, behaviors, and pain points.
• Create user journey maps to visualize and analyze the entire service experience from the customer’s perspective.
• Design and improve service touchpoints across multiple channels (digital, physical, and human interactions).
• Facilitate co-creation workshops with partners to create ideas and solutions for service improvements.
• Test service concepts to validate ideas and improve on designs.
• Develop service blueprints that outline the end-to-end service delivery process, including frontstage and back-stage operations.
• Collaborate with teams, including researchers, designers, subject matter experts, and partners.
• Apply systems thinking to understand and increase the entire service ecosystem.
• Ensure services are usable, efficient, and aligned with both user needs and our goals.
• Document and share insights, processes, and lessons learned from service design projects.
• Maintain and contribute to program plans with multiple workstreams and team involvement and deliverables
• Develop and implement a comprehensive CX strategy aligned with our goals and vision
• Collaborate with teams to maintain detailed customer journey maps for different segments and personas, to guarantee a and seamless customer experience
• Define and track main CX metrics (e.g., Net Promoter Score, Customer Satisfaction, Customer Effort Score)
• Identify opportunities for product and service improvements based on customer insights
• Develop and deliver CX training programs to foster a customer-first culture throughout the organization
• Oversee the use of CX-related tools
• Create regular reports on CX performance for readouts to partners and leadership

The Essentials – You Will Have:

• Bachelor’s degree in Business, Marketing, or related field.
• 2+ years of experience in customer experience management in manufacturing or industrial settings

The Preferred – You Might Also Have:

• Use multiple tools and methods, including journey mapping, blueprinting, and prototyping, but the main focus is on understanding and improving the holistic service experience for users while considering organizational constraints and opportunities.
• Experience with CX best practices, methodologies, and technologies
• Experience with CX software platforms and data analysis tools
• Experience with Design Thinking methodologies
• Experience with Voice of Customer Research methods