Customer Experience Designer

About the role

The Customer Journey Design team is responsible for collaborating with cross functional teams to gain a comprehensive understanding of the customer experience, identifying pain points and opportunities for improvement across all touchpoints. By creating a service blueprint including mapping the end-to-end customer journey and customer service processes, the team creates smoother, more intuitive interactions that reduce friction and better align with customer needs, leading to increased satisfaction, loyalty, and advocacy.

Responsibilities

• Map the Customer Journey: Collaborate with groups across the Integrated Customer Organization (ICO) and operating companies to deeply understand customer behaviors, needs, and pain points
• Create comprehensive customer journey maps that capture the emotional and functional aspects of the customer experience
• Create detailed visualizations of actual and ideal customer interactions across all touchpoints using customer feedback
• Prioritize high-impact touchpoints where customer sentiment is strong or weak to spot gaps and pain points
• Analyze customer experience data to prioritize initiatives that will improve satisfaction and loyalty
• Validate journey maps with customers to ensure accuracy and relevance (Service Blueprint)
• Create and optimize the customer touchpoints (e.g., digital interfaces, physical environments, employee interactions) to ensure a seamless, intuitive, and consistent experience
• Collaborate with cross-functional teams (e.g., IT, operations, customer service) to ensure the touchpoints are aligned with the organization's capabilities and resources
• Conduct usability testing and gather customer feedback to iteratively refine the touchpoint designs
• Utilize agile methodology to iterate quickly and incorporate feedback on deliverables and outputs
• Participate in agile project management activities, such as sprint planning, daily standups, and retrospectives, to ensure the timely delivery of data solutions
• Stay up to date with the latest advancements in customer journey mapping and recommend new techniques or tools to enhance the organization's capabilities
• Partner with various departments to align on customer experience goals and initiatives
• Communicate insights and recommendations to executive leadership to inform strategic decision-making
• Foster a customer-centric culture and promote the use of ethnographic research across the organization

Requirements

• Minimum Education required of the position: Bachelor's degree in user experience design, interaction design, human-computer interaction, or equivalent work experience in utility customer operations
• Minimum Experience Required Of The Position:
  • Cust Experience Designer I: 0-2 years of relevant professional experience
  • Cust Experience Designer II: 2-4 years of relevant professional experience
  • Cust Experience Designer III: 4-6 years of relevant professional experience
  • Cust Experience Designer Sr: 6+ years of relevant professional experience
• Technical Skills:
  • Proficiency in user research methods, including interviews, observations, and usability testing
  • Expertise in design thinking methodologies, including problem framing, ideation, prototyping, and testing
  • Skills in affinity mapping, journey mapping, and other customer experience research techniques
  • Ability to facilitate collaborative workshops and co-creation sessions with customers and cross-functional teams
  • Skills in generating and iterating on conceptual designs, wireframes, and interactive prototypes
  • Familiarity with design tools and software (e.g., Figma, Adobe Creative Suite, Sketch)
  • Strong problem-solving and critical thinking skills, with the ability to translate customer insights into innovative solutions
  • Familiarity with the regulated electric utility industry, including customer touchpoints, operational challenges, and regulatory environment
  • Collaborative mindset and the ability to work effectively in a cross-functional team
  • Passion for improving the customer experience and driving organizational change through human-centered design