Posted in Nonprofit - Social Services 30+ days ago.
Type: Full-Time
Location: New York, New York
Mutual of America Financial Group
Job Title: Senior Service Designer - Customer Experience
Location: New York, NY (Hybrid)
Who We Are:
Mutual of America Financial Group ("Mutual of America") has specialized in providing retirement plan products and services to small and mid-sized corporations and non-profit organizations since 1945. In support of Transformation efforts, the Customer Experience team seeks a talented Senior Service Designer.
Position Overview:
The Senior Service Designer will be skilled in Design Thinking and traditional Design Strategy methods to execute research-driven projects resulting in product, service, and business opportunities. Through empathy, visualization, synthesis, and creativity the ideal candidate will be essential in framing and helping to solve complex business problems. Expertise with standard Service Design and Design Strategy tools is essential to role. The candidate must be especially proficient in Service Blueprinting and oversee the process to ultimately visualize processes and technologies involved in delivering ideal customer experiences.
The Senior Service Designer will serve an important role on the Customer Experience team, which is organized into three functional areas: research, strategy, and design. Comprised of passionate customer advocates, the CX team ensures that the customer is always front and center as Mutual of America continues its digital transformation and technology innovation efforts. Working with all aspects of the business through Design Thinking, CX focuses on measurable solutions to drive customer satisfaction and achieve business results.
The Senior Service Designer will have expertise in managing, leading and executing:
Research and Journey mapping of external and internal audiences/customers - to identify and document customer triggers, needs, attitudes, behaviors, drivers of preference, pain points, touchpoints, emotions and opportunities - is also critical to this role.
The position reports to 2nd VP, Customer Experience.
Position Description:
Qualifications:
We offer a base salary and bonus potential in addition to outstanding benefits (which start on your first day of employment), including a comprehensive health plan, pension plan, 401(k) with company match, life insurance, vacation days and paid holidays.
Visit www.mutualofamerica.com/careers for additional details about life at Mutual of America. You can also follow us on Twitter: @mutualofamerica | Facebook: @mutualofamerica
Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.
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