Customer Experience Research and Design Consultant

US-WA-Everett
3 months ago
Job ID
2017-1088
Category
Customer Experience
Bargaining Unit
No
Min (Annual)
USD $83,239.00/Yr.
Max (Annual)
USD $116,534.00/Yr.
Min Hiring Range
USD $83,239.00/Yr.
Max Hiring Range
USD $91,563.00/Yr.

Overview

The Customer Experience Research and Design Consultant is responsible for optimizing the customer experience by partnering with key business units to research and design changes that make it easier for customers to get to their destination on public transportation. The consultant will develop and leverage customer insights and data to develop actionable and achievable customer experience design solutions, while balancing the overall needs of the organization. Through collaboration with a variety of different departments, the Customer Experience Design Consultant will be responsible for timely execution of experience projects and report out on the resulting impact and customer needs to the business.

 

This is both a strategic and hands-on position requiring intensive experience in building customer insights and using their user centered design methodologies to drive decisions that have a direct impact on the customer experience.

Essential Duties

  • Serves in a consulting or subject matter expert role capacity on enterprise-wide project teams pertaining to customer experience research and design.
  • Recommends to the Executive Team key customer experiences to develop.  Create business cases to justify the prioritization of customer improvement. Leverage voice of customer, business data, and competitive research to identify and prioritize projects.
  • Manages design projects from research to design. Direct cross-functional teams and customers to develop and recommend tested solutions. Test and validates ideas both internally and with customers.
  • Leads Agency in group ideation and sketching workshops. Works with key business units to create low-to high-fidelity sketches, wireframes, journey maps and prototypes to communicate design ideas. 
  • Develops, implements, and manages strategic customer initiatives to improve the customer experience.  Actively seek partnership with other transit agencies or community partners to create a seamless experience.
  • Identifies and partners with other customer experience champions in the Agency to influence change.
  • Helps impact cultural change through education colleagues on customer needs and insights.,  Drives the advocate for customer needs and reduce pain points with all colleagues.

 

Requirements

 

MINIMUM QUALIFICATIONS:

  • Bachelor's degree in Design, Human-Computer Interaction, Cognitive Psychology, Business or related disciplines or equivalent experience. 
  • Five (5) years of experience in customer experience design role including user interface/interaction designer, information architect, user researcher, process engineering, AND market research.
  • Five years (5) of experience demonstrating expert knowledge and hands-on experience leading, configuring, manging and implementing customer insights and using human centered design methodologies to drive decisions.
  • Proven track record in influencing or managing a team with out direct reporting structure.
  • Five (5) years of experience in project management.
  • Five(5) years of experience in a leadership role or experience with consultant/vendor management.
  • Process Engineering experience.
  • Passionate customer champion who will always advocate for what's right for the customer.

 

Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

 

PREFERRED:

  • Understanding and familiarity of transit technology.
  • Process background or understanding of any process design discipline; lean, six sigma, etc.
  • Advanced understanding of UX ideation and design techniques.
  • Master's degree.

 

ENTRY REQUIREMENTS FOR: KNOWLEDGE, SKILLS &PHYSICAL REQUIREMENTS:

 

Qualification to enter this position requires knowledge of the following:

  • Interpreting customer insights, process analysis, business analysis, process mapping and process improvement capabilities.
  • Advanced principles, methods, and techniques used in field studies and evaluative testing.
  • Managing customer experience and process improvement initiatives and driving solutions to improve those processes with the end-customer in mind.
  • Conducting foundational user research.
  • An understanding of the end-to-end design process and evidence of using appropriate methods to inform solutions.
  • Familiarity with project management methodologies.

 

Qualification to enter this position requires skill in:

  • Process and project management with a proven track record of results.
  • Facilitating workshops and teams.
  • Journey mapping.
  • Public speaking and delivering presentations.
  • Communication at all levels of the organization.
  • UX ideation and design techniques.
  • Influencing others.
  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Project management.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Excellent written, verbal, and visual communication and presentation skills.
  • Working effectively under pressure, meeting deadlines, and adjusting to changing and competing priorities in complex projects.
  • Researching strategic issues, technology, and techniques; performing analysis and evaluation and providing recommendations.
  • Working both independently and as a team member.
  • Must have a portfolio or examples you can share that represents your process and skills.

PHYSICAL REQUIREMENTS:

 

Reaching, standing, walking, pushing, pulling, lifting, feeling, talking, hearing, seeing, repetitive motions, carrying, sitting.

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or up to negligible amount of force constantly to move objects.

 

 

Application and Selection Process:

Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge, and skills for the position.  The evaluation process may include interviews, background checks, reference checks and various performance tests.  On-line Applications Only -  Apply at https://careers-commtrans.icims.com.  Incomplete applications will not be considered.  Applicants for this job may be considered for other openings up to six months after the date this position is filled.

 

Community Transit provides a tobacco-free and drug-free work environment.  As a recipient of federal funds, Community Transit is a Equal Opportunity employer and does not unlawfully discriminate on any basis prohibited by Federal, State or Local law.  We value and encourage diversity in our workforce.  EOE AA M/F/Vet/Disability.  Qualified applicants national origin, sex protected veteran status or disability.

 

 

 

 

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