Consumer Experience Service Designer

Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.

Want to learn more about our culture & opportunities? Check out farmers.com/careers and be sure to follow us on Instagram and LinkedIn!

Job Summary

• This role works across the organization to improve customer experiences across lines of business by defining and designing solutions, developing new ideas and bringing new products and services to market.
  
  

Essential Job Functions

• • Collaborates with colleagues across lines of business to identify and define service design opportunities to meet customer and business goals.
  • Partners with applicable departments to design research studies to build customer empathy and engagement.
  • Champions human centered design methodologies that help the organization understand end-users’ needs, pain points, behaviors and emotions.
  • Promotes new ways of working that shape the process and outcomes of projects across the organization.
  • Conducts research into trends and best practices to support and validate service design concepts.
  • Analyzes service metrics data to drive and support design solutions.
  • Synthesizes and deduces research into strategic and tactical experience recommendations overseeing projects from concept to implementation.
  • Develops and implements plans to execute and is accountable for results and impact.
  • Leads collaborative design workshops with cross-functional teams.
  • Creates presentations, user journeys, design concepts and prototypes.
  • Collaborates with research team to design test plans for validation.
  • Follows concepts from inception to validation to ensure process and projects meet all expectations set forth.
  • Designs and tests service concepts and prototypes, analyzes and communicates research insights and findings.
  • Conducts feature analysis and design, working with developers and analysts to recommend solutions and resolve service issues.
  • Promotes and influences service design efforts, mindset, and methods through presentation and communication to the organization
    
    

Education Requirements

• • • High School Diploma or Equivalent required.
    • Bachelor’s Degree preferred.
      
      

Experience Requirements

• • • • Minimum 5 years’ experience in service design, business design, and/or experience design required.
      • Experience in core service design methods and processes such as architypes, mindsets, jobs to be done, journey maps, service blueprints, concept prioritization frameworks, etc, preferred.
        
        

Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.