Customer Experience Service Designer

*Securian Financial Groups internal position title is Research & Development Consultant.

Location: St. Paul, MN

Position Summary:

The Service Designer is responsible for leading journey mapping and service transformation efforts across the enterprise.  This individual contributor role is a unique blend of strategy, change management, workshop facilitation, and cross-functional team leadership.  Deep human centered design expertise coupled with strong influencing skills, executive presence, and workshop leadership capabilities will ensure the candidate’s success.  This role will lead creation of current state journey maps and then lead transformational design of those journeys with cross-functional groups of subject matter experts across the business.

Responsibilities include but not limited to:

• Understand our customers’ and channel partners’ drivers, mapping their interactions with us and using customer insight and data to reshape the customer experience across all services, solutions and processes.
• Gain a deeper understanding and appreciation of customers’ objectives, requirements and preferences
• Lead the design, communication and execution of a best in class service strategy including customer persona and experience journey mapping efforts.
• Uncover and understand the needs of distribution partners and their customers and translate those needs into actionable steps improve their experience.
• Lead and engage with different stakeholders (internal and external) in the design thinking process to critically reframe and scope experience design problems.
• Design, organize, and lead workshop and collaborative sessions with internal stakeholders.
• Implement Design Research methodologies and tools to identify opportunities, gather pain points, and synthesize actionable insights to shape product design strategy, reframe design problem scope, or solve clients design needs.
• Keep our customers’ experience real for Securian Financial employees by providing education and training to embed the journey in what they do
• Be the subject matter expert and provide thought leadership on transforming customer and channel partner journeys.

Qualifications:

• Bachelor’s degree or 10+ years relevant experience
• 3-5 years experience directly supporting experience design practices such as journey mapping and experience blueprinting, and applying service design/design thinking methodologies and tools
• Experience facilitating and guiding meetings and workshops
• Applied expertise in Service Design, Design Research, Psychology, Anthropology, Industrial Design, or Design Management
• Ability to view problems holistically, concentrating both on the big picture and the experience as a whole, and also the details that make experiences memorable
• Journey maps, service blueprints, ecosystem mapping, Jobs-to-be-Done, are all tools and processes that you not only know how to use and apply but also excite you

Preferred Qualifications:

• MBA or similar advanced degree
• Experience in financial services.
• Intensely curious and passionately loves learning, especially as it pertains to understanding the customer and channel partner.
• Ability to empathize and translate needs into exceptional experiences

What you could expect from us:  

Securian Financial is based in downtown St. Paul for nearly 140 years. We’re committed to giving back to our community, donating 15,000+ employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:

• Generous paid time off. We want you to take time off for whatever matters most to you!
• Tuition reimbursement program. We value continuous learning at Securian!
• Company-funded pension plan as well as 401k retirement plan – great resources to secure your financial future.
• Continuous opportunities for new challenges.
• Variety of health plan options as well as dental and vision plans.
• Discounted Metro Transit costs. All buses and the light rail stop within 3 blocks of our buildings.
• Paid maternity/paternity leaves.
• Ergonomic sit/stand desks.

Physical job requirements:

• Ability to work at least 40 hours per week
• Ability to utilize keyboard, mouse and computer for up to 3-6 hours per day
• Ability to utilize phone for approximately 1-3 hours per day
• Ability to perform simple grasping including handwriting, paper manipulation, sorting, folding, etc. periodically throughout entire workday

The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal employment opportunity:  

Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-665-5522 (voice), 711 (telecommunications relay), or by email at EmployeeRelations@securian.com

Please contact us at employment@securian.com for further questions.