Senior Service Designer

This job will be a key contributor in the Experiences Center of Excellence (COE) performing critical analysis and delivering actionable insights that support the development of the product roadmap, journey maps and overall Voice of the Customer (VOC) themes. The role will support the Manager of Customer Experience (CX) Strategy and Manager of Insights to advance the understanding, integration, and adoption of Voice of Customer (VOC) and other CX metrics and methodologies. the individual will also partner with other teams in the experiences COE to create and visualize customer personae, cohorts and segments to support customer blueprint and journey mapping activities.

The person in this role will be accountable for distilling insights from data and overseeing the actioning and pro-actioning of insights. They will manage the delivery of feedback products and dive deep into different sources of customer experience data that identify opportunities to improve our customer experience, collaborate with stakeholders to inspire change, and proactively advocate for our members and customers at all touchpoints.

How You Will Make An Impact

• Enables Delta Dental Experiences COE to continuously gather feedback via a range of channels at different touchpoints in the customer journey.
• Creates and enables a variety of analytical and data strategies that drive voice of customer maturity by supporting use case driven roadmaps and programs that focus on listening, analyzing and actioning on customer feedback.
• Partners with Service Design owners to establish requirements for listening to customer feedback.
• Creates and develops and manages feedback communities, surveys, analysis and continuous improvement for gathering customer feedback.
• Captures, synthesizes, and interprets disparate quantitative data within the context of business objectives that identify trends, including sentiment and experience metrics.
• Delivers rigorous analysis of customer feedback, journeys and pain points that can be turned into “stories” that convey the meaningful synthesized insights in a compelling manner to various internal partners.
• Enables teams across the organization to monitor feedback and other interaction to evaluate insights through standardized dashboards that support agreed upon metrics and business KPI’s
• Supports product managers, service design and strategy and vision teams to continuously improve on and monitor customer journey and product performance to help the business and product teams meet their customer experience objectives.
• Creates reports and analyzes data to identify solutions that meet business goals
• Analyzes current processes and identifies existing or potential problems in order to discover new process improvement opportunities
• This list is not all-inclusive and you are expected to perform other duties as requested or assigned

What we look for:

• Ability to prioritize and balance multiple activities/work streams deliver projects on a deadline.
• Demonstrated experience and understanding of best practices in CX as it applies to customer feedback loops, journey mapping, sales enablement, process, planning and analytics solutions.
• Experience moving insights to action and translating technical issues into clear, concise problem statements within a complex organization.
• Ability to identify new trends and opportunities from data and tell the story in a concise way.
• A “customer-first” mentality to help drive the best customer experience.
• Ability to inspire a variety of decision-makers with ease; you’ll be working with support agents & managers to directors, VPs and everyone in between.
• Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy ideal.
• Understands and can effectively work within a matrix environment.
• Excellent communication and interpersonal skills as well as eloquent writing skills.
• Strong project management skills and an ability to multitask without getting stressed.
• Love for teamwork and committed to building a best-in class customer experience.
• Robust quantitative and qualitative analytical skills, excellent attention to detail, and good business acumen

Minimum Education And Experience

• 4+ w/Bachelor’s degree

Additional Experience And Education

• Bachelor’s degree in a combination of Market Research/Insights or Marketing Analytics and cross-functional Project or Product Management background; and at least 4+ years of relevant experience.
• Strong data visualization skills using tools such as Tableau, Domo, or Qlikview
• Experience using tools related to digital customer experience analytics, such as Qualtrics, Adobe Analytics, Heap, or Amplitude preferred.
• Must be capable of mapping complex data solutions across silos to identify CX gaps and recommend solutions, when needed.
• Experience working in an agile environment with Microsoft Suite preferred.
• Healthcare industry knowledge and experience desired, but not required.