Academia and education

Service Designer

Archived
Full Time

Project Management Institute

Customer Experience (CX) Service Designer

The CX Service Designer is responsible for partnering across the organization to realize PMIs enterprise customer experience (CX) strategy by gaining internal organizational support and adoption of CX design tools and processes. The person in this role will lead, participate in, and support customer-led research and experimentation, including client workshops, creative brainstorming sessions and service definition to gain insight. The CX Service Designer will support identification and understanding of the totality of the customer experience across all touchpoints, including non-digital, in order to define new services across the organization.

  Customer experience (CX) service design

    • Drive the execution of service design deliverables, such as service concepts, blueprints, service journeys, and other design artifacts for key segments and regions, across all touchpoints, to articulate PMI’s future-state CX, supporting enterprise strategic planning for product development and related releases.
    • Distill business, customer, and partner constraints into digestible components and deliverables.
    • Champion service design across teams
  • Experience design research
    • Perform ethnographic, contextual, and qualitative customer research with applied “design thinking” to obtain product-relevant information for stakeholders
    • Leverage PMI’s quantitative research capabilities to ensure product release aligns with customer research and stated needs
    • Strong storytelling/communication abilities to share discoveries and ideas
  • Customer-obsessed
    • Build customer empathy and simplify complexity through design deliverables
    • Advocate on behalf of the customer through all interactions
  • Partnerships
    • Collaborate with strategy, innovation, product owners, and touchpoint owners to ensure a customer-led and iterative design approach to bring products and experiences to market
    • Partner with Data & Analytics and Voice of Customer (VOC) to perform additive qualitative research that translates segmentation into meaningful and actionable personas
    • Support future-state enterprise strategic planning
  • Non-profit experience a plus
Role qualifications:

  • Experience in CX design, service design, qualitative research, or similar fields – Minimum 7- 10 years of experience
  • Deep expertise in human-centered, service design or design disciplines
  • Outstanding verbal/written communication, collaboration, presentation, and negotiation skills to lead an environment driven by customer service and teamwork
  • Demonstrated success with experience research and design, inclusive of non-digital touchpoints
  • Ability to collaborate with a range of stakeholders, being inclusive in the research and design process
  • Solid relationship management skills
  • Experience of working in an agile, dynamic, and customer-centric environment

Education

  • Bachelor’s degree in business, design, marketing, psychology, or related field; equivalent experience may be considered
  • Master’s degree in business, design, marketing, psychology or related field desirable
Location
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Type
Full Time
Industry
Academia and education
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