Director - Strategic CX Designer

Director, Strategic Customer Experience (CX) Designer

The Director, Strategic Customer Experience (CX) Designer is responsible for understanding the key pain points and problem statements for the stakeholder personas. They help the Value Stream Owner to create the satisfying and compelling North Star experience based on customer insight, industry best practices and the enterprise Customer Experience (CX) frameworks and guardrails defined. This role will partner with other members of the Core Team including the Value Stream Owner and the Voice of Customer (VoC) Strategist to help with design and prioritization decisions with the goal of developing the value stream's MVPs and quick wins.

This is a campus-based role. Current remote and field-based Unum employees may apply and will be considered in accordance with company policy.

Principal Duties and Responsibilities

• Define the North Star experience for priority personas and with end-to-end experiences (vs point fixes)
• Breakdown the North Star experience into the key feature set
• Lead detailed design discoveries: customer research, experience mapping, friction analysis, and concept development
• Acts as a strategic partner with the VoC Strategist in the design and interpretation of qualitative and quantitative customer research including interviews and surveys
• Identifies and articulates latent needs of customers to business stakeholders
• Identifies and re-shapes moments of truth for customers to improve business outcomes
• Partners with VoC Strategist and UI UX designers to help test prototypes with customers
• Helps link the customer facing solutions / features to measurable CX leading and lagging indicators
• Perform other related duties as assigned.

Job Specifications

• BA/BS required, MBA preferred.
• 10+ years of experience delivering value to customers through design thinking, problem solving, analytics, and/or digital assets, or equivalent relevant experience.
• Experienced in leveraging customer research toolkit (qualitative + quantitative), including interviews, concept testing, and synthesis into actionable requirements
• End-to-end customer experience and service design capability; able to define "moments that matter" and redesign flows across channels
• Skilled in rapid prototyping and collaboration tools; comfortable working inside sprint cycles with enablement and delivery teams
• Experienced in persona design and definition; skilled in storytelling and executive communication around customer pain points.
• Deep understanding of common CX metrics and measurement systems (NPS, CES, etc.); as well as the customer journey and behaviors & expectations to invest in technology.
• Proven experience influencing business outcomes through experience strategy, design direction, and insight‑led recommendations.
• Excellent problem solving, communication and design thinking ability with strong understanding of operating in an Agile value stream based delivery environment.
• Experience delivering data and/or digital based solutions that have a direct impact on customer experience.
• Fundamental understanding of various research techniques and data analytics; including strong skills in conducting and analyzing quantitative research
• Proven experience with Journey mapping, service design, prototyping, concept testing tools
• Turn data into action
  -Proactively identify and advocate for areas of opportunity through synthesis of detailed analysis and research into strategic insights and practical recommendations.
• Ability to influence mid-level to senior management through personal interactions as well as the creation and delivery of presentations.
• Comfortable asking tough questions – challenging mid-level to senior management throughout the transformation process
• Proven results focusing on quality delivery and delighting customers; holds self to high standards of delivery
• Collaborative team player; able to work effectively within a team and more broadly with people from a variety of backgrounds and areas across the organization.
• Superior consulting and advisory skills;
  Clarity, coherence, desirability, and measurability of experiences delivered. This role does not own delivery or operational outcomes but shapes…