Customer Experience Service Designer

About the role

This position is a mid-level key contributor in the Experiences Center of Excellence (COE) that supports the implementation of the Customer Experience (CX) vision in close coordination with User Experience (UX). The Customer Experience Service Designer will partner with CX Strategy, Customer Insights, UX, Product Management, Business Process Management (BPM), and other cross-functional teams to influence and drive execution of the experience design model across all customer touchpoints (internal and external) and channels.

The role involves working on complex experience design initiatives, delivering detailed customer insights through various service design frameworks. You will become a go-to expert deeply familiar with end-to-end customer journeys, their interconnectedness, and the impact of internal operations on external experiences. This role supports shorter-term and initiative-level roadmap planning, contributing to a holistic view of key experiences across the customer ecosystem to align with Delta Dental's enterprise strategic priorities.

Responsibilities

• Develop detailed service design frameworks, including customer journey maps, from initial insight gathering to visual representation, fostering empathy and driving alignment around the customer’s experience within the service ecosystem.
• Partner with the Experiences COE, marketing insights, and product management and design teams to drive solution design and facilitate execution of Delta Dental’s customer experience vision.
• Identify critical pain points and themes across the customer journey ecosystem, establishing repeatable processes to embed customer and business empathy into teams and solution design.
• Coordinate efforts in co-creating end-to-end and front-to-back experiences with cross-functional teams to deliver a future-fit ecosystem.
• Participate in cross-functional planning and prioritization efforts involving system mapping, customer journeys, and service specifications to address business problems.
• Drive proactive collaboration with researchers, visual and user experience designers, and other partners to ensure customer insights guide solution design and support data requirements for tracking improvements.
• Collaborate with product management to increase visibility of CX priorities and align service design initiatives with the product roadmap.
• Utilize and advocate for the adoption of the latest CX tools and techniques to align CX, BPM, and Product teams in understanding customer needs, behavior, and perceptions.
• Generate awareness, interest, and support for Service Design and Design Thinking across the business.
• Own administrative oversight and execution of CX Service Design programmatic methods and tools.
• Perform other duties as requested or assigned.

Requirements

• 2+ years of relevant experience with a Bachelor’s degree.
• A bachelor’s degree in human-centered design, psychology, or a related field. CCXP certification preferred.
• Additional experience may be accepted in lieu of a degree.
• Experience in Service Design, CX, UX, product design, or customer and user research, with a focus on mapping complex front and back-end solutions across silos to identify CX gaps and recommend solutions.
• Experience gathering and reviewing multiple sources of data and insights, identifying trends, and diagnosing performance gaps.
• Ability to quickly digest and synthesize complex information, translating findings into experience designs that solve problems.
• Experience communicating the complexities of customer experience in ways that motivate design improvements and drive change.
• Experience building strong working relationships with cross-functional teams.
• Experience working collaboratively within a team to support and drive varying priorities at project and programmatic levels.
• Experience working in agile environments on complex products and across multiple initiatives simultaneously.
• Ability to learn and adopt new tools and processes for tracking project updates and timelines to provide visibility across the product team.
• Experience designing and implementing experiences across human and digital channels.
• Experience leading planning and facilitation of end-to-end collaborative design sessions, including with senior audiences, is preferred.
• A genuine passion for creating customer-centric solutions and the ability to translate their benefits to business stakeholders is a plus.
• Experience applying CX best practices to customer experience service design, with an understanding of key business functions like product development, customer service, operations, marketing, sales enablement, technology, and process (Lean Sigma or Agile) is preferred.
• Experience as a project or program manager, driving multiple overlapping CX initiatives either as a consultant or within a complex organization, is a plus.

Pay

Base pay range: $72,084 – $150,995. The national base pay range is a good-faith estimate for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities, related experience, education, certifications, and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.

Benefits

• Competitive base and incentive pay.
• 401(k) with robust matching and non-matching contributions.
• Rich medical and pharmacy benefits.
• 100% employer-paid dental and vision benefits.
• Holistic wellbeing program with deep financial incentives.
• Generous paid time off plus 12 paid holidays and your birthday off.
• Career development opportunities, tuition reimbursement, and a recognition program.
• Family support: adoption assistance, fertility treatment, child, elder, and pet care assistance.
• Social responsibility and volunteer opportunities.
• Employee discount program.