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AVP, Customer Experience Designer

Location : Wilmington, DE
Job Type : Direct
Reference Code : 90159852
Hours : Full Time
Travel : No
Relocation : No

Job Description :

Overall Purpose of role

This role is responsible for supporting the Global Head of Customer Experience Transformation Strategy & planning in defining and driving Global Customer Experience Transformation program.


Your Role (Key Accountabilities)

·         Lead  gathering of requirements from AEs, Business Architects, O&T leads (that customer experience design delivers on and advances on overall business strategy

·         Responsible for running and assisting with global customer experience design sessions across all journeys and geographies

·         Challenging the business to define key moments for differentiation and customer delight at the same time developing common, universal experiences

·         Managing successful handoff of customer experience design to business process design teams

·         Plan, design and lead creative workshops to setup design opportunities and frameworks

·         Create lo-fi creative concepts and behavioral exercises to extract impulses, truth, and behaviors from consumers

·         Collaborate with stakeholders to translate ideas into proof of concept creative

·         Visually map out a customer’s journey with highlights of key pain points, unmet needs, and unique opportunities

·         Translate research discovery into macro insights that ignite creative concept development and idea generation

·         Develop ideas that create signature journey moments, services, and products

·         Guide prototypes and simulations of experiences to help test, demonstrate, and communicate the magic of an idea


Basic Qualifications/Skills (Must be quantifiable)

·         Bachelor’s Degree or equivalent in Marketing, Design, Graphic Design or other related field

·         3+ years using Design Led Thinking approach

·         3+ years orchestrating design capability

·         3+ years of Wireframe and Prototype development experience

·         3+ years of market analysis and insight gathering

·         2+ years of Customer Journey Mapping and Persona development


Preferred Qualifications/Skills

·         Ability to build cohesive networks of stakeholders, leadership groups and peers/subordinates

·         Ability to work in a digital, global environment and manage others remotely

·         Strong communications skills

·         Strong attention to detail

·         Excellent time management & organizational skills

·         Fluency in Adobe Creative Suite

·         Ability to work with multiple stakeholders

·         Expert understanding of cross-functional resources and building effective teams

·         A passion for innovation, design and technology



Required Qualifications :
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