Lead Service Designer

Role Summary

Accountable for and serves as an authority on all aspects of user experience design. Recognized as subject matter expert on products & service experience. Models passion and drive for change and/or enhancements to satisfy customer needs and optimize customer experience through product innovation and/or improvements to internal organization, processes and technology. Recommends resources to address/balance customer needs. Operates with considerable latitude for independent judgment. Negotiates issues with peers and 1st level mgmt. to synthesize ideas and solutions that impact user experience. May be responsible for experience & service design roadmap that involve single to multi-year plans. Develops, or provides guidance to develop, innovative solutions to highly complex matters. Provides influence and leadership to cross-functional teams and other stakeholders on ideas and solutions that impact industry and/or corporate results. Provides mentorship and guidance to team members and associates.

Primary Responsibilities

• Responsible to deliver on experience design activities and tasks necessary for successful development and launch projects and achievement of business objectives.  Contributes to planning, budgeting, resourcing and monitoring results.
• Manage and review allocated budget and actual spend for product development and lifecycle activities.
• Guide and support cross-functional teams in the areas of design from ideation through deployment as the champion and owner of the experience.
• Exhibits leadership with respect to development, team interactions, Business &/or Consumer insights and User Experience.  Typically manages a team of Associates.
• May generate business insights which guide product solutions.
• Identify consumer expectations and unmet needs with product and services to innovate and create solutions that address gaps and enhance customer experience.  Directs product features from ideation through deployment.
• Analyze customer, business and product performance metrics and interpret underlying drivers to translate into data-based recommendations.
• Develop a documented product vision which aligns with and/or enhances consumer needs, market and competitive trends and corporate strategy.
• Translate vision into clear and defined design requirements to drive functional specifications and technical requirements.
• Drive the development of user experience frameworks which define the product value proposition to support product and services roadmap investments in collaboration with business partners.
• Research and evaluate product performance to prioritize design related improvements that optimize user experience and strengthen product/service.
• Facilitates communication amongst project leaders, peers and relevant department and cross-functional stakeholders to maintain alignment and awareness of current state of the experience and vision.
• Create, sustain and optimize operational practices and procedures to drive efficiencies.
• Monitors developments within the industry, vendor community and technology trends, and considers design implications in light of product roadmaps.
• Is a recognized leader and authority in the organization in a broad Design discipline or in a narrow but specialized component of the UX discipline.
• Collaborate with our user research and process teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.
• Lead the practice of Service Design. Extend the craft and share practice across the Cox.
• Assess performance of the journeys and collaborate with the team to provide guidance to improve operational measures and perception measures of the journeys.
• Lead Design Thinking workshops to analyze, design end to end journeys in the pursuit improving both experiences and delivering against strategic business priorities. Guide stakeholders and journey owners through the process of demonstrating deep user understanding of insights to drive future state experiences.
• Researches new design techniques to further the organization’s objectives. Directs investigations of areas of considerable novelty and importance for which precedents are lacking in areas critical to the overall user experience design program.
• Is consulted by associates and others with a high degree of reliance placed on his/her interpretations and advice.
• Contributes to recommendations to management regarding facilities, personnel, and funds required to carry out product programs that are directly related with and directed towards fulfillment of overall organizational objectives.
• Ability to both oversee and tactically execute necessary supporting collateral and final deliverables (research and/or design output).

Qualifications:

Minimum

• 8 or more years of experience required in related field (e.g. User Experience, Design, UX Strategy etc.)
• 5 or more years of experience required if candidate possesses a related advanced degree
• Excellent interpersonal, collaborative and communication skills to work effectively with teams throughout organization.
• Demonstrate strong technical and market knowledge.

Preferred

• BS/BA degree in related discipline strongly desired (e.g. Psychology, Engineering, Computer Science, arts etc.)
• Experience in telecommunications or high-tech environment.