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Senior Service Designer - Customer Experience at Mutual of America Life Insurance Company

Posted in Nonprofit - Social Services 30+ days ago.

Type: Full-Time
Location: New York, New York





Job Description:

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:



  • Business and Stakeholder interviews to frame problems/opportunities and define success

  • Gather existing business and research inputs and determining if additional research is required

  • Scope, design, conduct and synthesize additional Research as appropriate (if applicable)

  • Synthesis and framing of all inputs (personas, archetypes, customer journey maps, mental models, touchpoint analysis, etc.) related to the problem/opportunity at hand

  • Cross-functional Design Thinking Ideation workshop preparation, facilitation (leveraging inputs) resulting in new product(s)/service(s) or experience(s)

  • Synthesis and prioritization of workshop output with cross-functional team

  • Partnering with CX team members on execution of workshop output


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:



  • Design, lead and execute strategic customer experience projects that generate actionable insights to help business units better serve their customers

  • Partner with internal stakeholders to translate business issues into well-defined scopes that can be executed on with the most appropriate customer experience methodologies.

  • Collaborate with a team of cross functional CX, Business and Technical SMEs to determine overall experience and execute accordingly

  • Design, communicate, maintain and continually support the optimization of departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience

  • Effectively and persuasively convey ideas, insights and recommendations in team discussions, executive presentations, documents and spreadsheets

  • Use prototyping and other testing techniques to examine, evaluate and iterate upon ideas

  • Partner with CX team on user testing activities

  • Develop and maintain relevant design documentation

  • Research, guide and inspire the innovation process

  • Product/service/experience development, business modeling, business research and analytics, design tools, prototyping

  • Establish or advise on project management objectives to align with divisional and corporate objectives.

  • Establish and assure adherences to budgets, schedules, work, plans and performance requirements.

  • Manage third parties when needed


Qualifications:



  • 7+ years demonstrable experience in Service Design, Design Strategy or relevant fields

  • Degree in Design, Psychology, Human Factors, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction preferred, or comparable work experience

  • Experience at designing lean prototypes and stimuli that tease out latent needs with clients

  • Ability to create, sell and execute Service Design, Design Strategy and Research approaches appropriate to the scope of a given engagement

  • Technically proficient with Design Research methods, techniques and tools

  • Passion for qualitative learning about people and their motivations and behavior in the worlds they inhabit

  • Comfortable working on ambiguous and multifaceted problems/opportunities with multidisciplinary teams in a dynamic environment

  • Ability to comfortably switch between the details of the data and the bigger picture

  • Ability to synthesize research into clear insights that can persuade diverse internal partners of their relevance and importance

  • Strong communication and relationship building skills

  • Working knowledge of the Adobe Creative Suite (Photoshop, Illustrator, XD, InDesign, etc.)

  • Proficient in a variety of methods to convey ideas and concepts (e.g. storytelling, storyboards, mood boards, prototypes, etc.)

  • Self-directed and motivated, able to work independently or as part of a team

  • Strong social skills, with a confirmed ability to influence and build consensus across a broad range of backgrounds, social levels and personalities

  • Excellent communicator with superior verbal, written, interpersonal, technical and presentation skills

  • Empathy and mastery of effective listening

  • Financial services experience a plus


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.

Staff





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