Senior Customer Experience Designer

As a Senior Customer Experience Designer within the Journey Design team at Citizens, you will play a critical role in influencing CX strategy by aligning design initiatives with organizational goals and advocating for customer-centric approaches at every level. You will be challenged to both totally re-imagine and continuously optimize customer and colleague facing end-to-end experiences. The Senior Customer Experience Designer represents the voice of the intended, designed experience ensuring design intent is met. The optimal candidate is a master, data-driven, storyteller that identifies and solves problems by determining the optimal outcome from the perspective of the customer and colleague and then using experience/service design methodologies to bring the experience to life. 

Primary responsibilities include

• Conduct internal and external data analyses to articulate customer and colleague needs and expectations, and understand customer experience friction areas for deeper assessment.
• Engage executive leaders and influence their decisions by presenting data-driven insights through clear, compelling storytelling.
• Serves as strategic partner with senior-level business leaders and channel stakeholders to understand how best to support business needs in concert with customer/colleague needs.
• Develop north-star visions and “customer stories from the future” and assist in building agile roadmaps to achieve this future.
• Lead efforts in leveraging service blueprinting methodology to bridge the gap between frontstage experiences and the backstage people, processes, policy & technology capabilities that power them.
• Ground CX work in the Discovery process, gathering and synthesizing customer, colleague and competitive insights to understand friction points, root cause, and opportunities for future improvements.
• Provide input and/or conduct customer research and customer validation processes to identify customer workflow and unmet needs using a variety of methods including Jobs to Be Done research, customer panels, prototype testing, and formal and informal usability studies.
• Facilitate ideation, synthesis and design activities with business partners, technical architects, customers, and designers to transform ideas and concepts into artifacts, prototypes, and high-fidelity designs 
• Interact with a cross-functional team and drive customer experience strategy and best practices to implement applications and platforms while maintaining a cohesive end-to-end experience.
• Stay current with innovative improvements/processes available in the larger world of experience design.
• Storytelling (via highly visual document creation, and articulation) to ensure journey work is understood and adopted at the senior leadership and day-to-day management levels

Qualifications, Education, Certifications and/or Other Professional Credentials

• Required Qualifications
  • Bachelor’s degree required with a preference for degrees in Process Engineering, Visual Design, Design Engineering, or Marketing.  
• Preferred Qualifications
  • 5+ years of customer experience, user experience, process design or design engineering and client management.
  • Proven experience leading complex service blueprinting or experience design projects.
  • Strong Oral and Written communications.
  • Proven ability to influence, navigate and strengthen cross-functional teams.
  • Ability to manage multiple large-scale initiatives.

  • Ability to conduct, collect, validate and analyze data from multiple sources to identify trends, patterns, and anomalies that may indicate potential root causes of problems.

  • Strong project management skills showcasing effective planning, organizing, communicating and executing projects to achieve objectives on time.

Hours & Work Schedule

• Hours per Week: 40

• Work Schedule: Monday-Friday (4 days in office) 

This role is location-flexible within designated Citizens Bank markets; availability is limited to specific footprint locations

Pay Transparency: The salary range for this position is $120,000-$163,000 per year.  Actual pay is based on various factors including but not limited to the budget, work location, and relevant skills and experience.  ​We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of very local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.