| Required Customer Experience Design Manager in Springfield VA at Springfield, Virginia, USA |
| Email: [email protected] |
| From: pankaj, kpg99 inc [email protected] Reply to: [email protected] Hi, Hope you are doing well. Please find the job desctription below and let me know your interest. Position:Customer Experience Design Manager Location:Springfield VA (Remote) Duration: 6+ Months Mode oF interview: Phone and Video Job Description: Hoping you can find me a Manager of CX Design (with an understanding of UI). This person will attend our project meetings, collaborate with Client and his Business Tech. Analyst to discuss and make decisions on the UI and content/verbiage portion of the self-service project. This person will be reporting to me, so no need to loop anyone else in at this time. There's a potential for 2 rounds of interviews (hoping we'll just have one), but please ensure this person is prepared for two. In addition, I do not want someone with 20+ years of experience. Instead, I'd love to have someone who has enough experience to think critically and weigh decisions based on customers' thoughts, feelings, and behaviors. Someone with 4-7 years' experience. Why the role is open: CX Customer Portal Upgrade Title: Manager, Customer Experience Design Location: Primary - DC Area; Secondary - Other Work Style: 95% remote Job Description The Manager of Customer Experience Design reports to the Director of Customer Experience and will be the customer advocate/speak for the customer for the current Digital/CX self-service platform. The Mgr., CX Design will be expected to serve as an advocate for customer and collaborate closely with stakeholders from Digital, Business Technology, and more. The desired result is improved customer satisfaction, customer ease, and transform the customer experience of self-service platform. You will: * Ability to articulate business process needs for customer experience (CX) self-service functionality, e.g., Start Service/Stop Service, One-Time Payment, Pay Your Bill, etc. * Understand business requirements and translate them to design documentation with the ability to translate design needs into layman's terms. * Collaborate with the Lead Technical Analyst and Business Technical Analyst to ensure CX/UI/UX best practices are met throughout the project. * Manage the day-to-day functional project needs and CX activities; and collaborate with digital teams and functional teams. * Work with vendors and partners to review and ensure completion of business and design documentation * Ensure designs have been implemented during build phases * Lead design conversations and influence decision-making backed by strong design rationale, data, and the customers' perspective * Write and edit language for the digital platform * Performs other related duties as assigned. Must have: * Bachelor's Degree in a related field is preferred with 4-6 years in a customer experience design related field * Strong background in UI, understanding digital platform best practices and design integrated with content and technology tools * Ability to write and edit * Proficient in core CX skills, i.e., human-centered design * Experience with Jira is a plus * Experienced in seeding innovation methodologies and mindset in a large organization * Understand touchpoints across entire customer journey * Be a good listener to identify problems and design and develop solutions * Comfortable working in a fast paced and changing environment * Proficient use of MS Office applications (Word, Excel, Access) and related software. * Passion for understanding customer needs. * Team oriented and collaborative; passionately advocates and articulates opinion while maintaining flexibility to incorporate others point of views. * Collaborate across disciplines to generate participation from diverse perspectives * Experience in CX-tech stacks (e.g. Microsoft Visio, Gliffy, LucidChart, Adobe XD, etc.) |
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| Mon Oct 17 23:54:00 UTC 2022 |