Customer Experience Designer, -Sr. (Customer Journey Design

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Job Title: Customer Experience Designer, I-Sr. (Customer Journey Design)

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

This position can be filled as a Customer Experience Designer I – Sr. depending on related experience.

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.

The team's efforts directly contribute to improvements in key customer experience metrics, such as Net Promoter Score, Customer Satisfaction, and Customer Effort Score, positioning the organization as an industry leader in delivering exceptional customer experiences.

The Customer Experience Designer is responsible for leveraging human-centered design principles to enhance the end-to-end customer journey within the organization. As part of the Customer Journey Design team, the Designer will work collaboratively to map customer experiences, identify pain points, and develop innovative solutions that improve customer satisfaction and loyalty.

• Collaborate with groups across the Integrated Customer Organization (ICO) and operating companies to deeply understand customer behaviors, needs, and pain points
• Collaborate with the team to 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
• 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

• Identify pain points, bottlenecks, and areas of inefficiency within the service delivery processes
• Analyze the relationships and interdependencies between different service components to understand the overall system
• Develop recommendations to streamline processes, eliminate redundancies, and improve the coordination of service delivery

• Design 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 incorporating 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…