Design Specialist-Hybrid

Experience Design Specialist - Hybrid

Experience Design Specialist, under the direction of the Manager of Member Experience and VP of Strategic Services, will focus on designing and defining the desired member experience across all channels through member and market insight, optimizing member service through continuous process and technology advancement, leveraging technology and digital solutions to support member strategy, and identifying and resolving root cause performance issues that contribute to member dissatisfaction.

This position is responsible for creating and optimizing the overall member experience when interacting with digital products. The Experience Design Specialist will serve as a subject matter expert for translating industry best practices into scalable solutions, spearheading member experience projects and initiatives with all areas of the organization.

• Identifies opportunities to improve the member experience
• Partners with all levels within the company to educate and execute best practices in CX/MX and digital strategy.
• Conducts regular UX audits on the public website and authenticated online banking and mobile app sessions to identify pain points and bottlenecks or ways to enhance the members’ digital experiences using a variety of UI/UX methods and approaches.
• Conducts research, including the use of interviews, surveys, and observation, on global standards and best practices for CX and UI/UX.
• Maintains an understanding of customer behavior influences and its design on customer experience.
• Identifies opportunities to improve the member experience by using data analytics and applying a continuous improvement lens to solve for points of friction.
• Employs data and research to create member journey maps that help stakeholders understand strengths, gaps, and opportunities to improve overall member service and experience.
• Engages with both front-line and back-office member-impacting departments to lead efforts to develop member experience protocols and complete assignments and tasks relating to the monitoring of Logix service environment, including periodic audits to determine the effectiveness of current processes and quality of the member service experience.
• Designs new experiences
• Partners with internal stakeholders to create and maintain the digital design system.
• Utilizes UI/UX audit methods to provide actionable recommendations to implement changes that will lead to a seamless digital member experience.
• Partners with an outside vendor and internal stakeholders/process owners to understand the member journey and underlying supporting processes and people and leads the charge in developing action plans to improve the omnichannel experience.
• Generates concise and actionable insights based on data analysis. Suggests product, service, and workflow enhancements based on the desired user experience.
• Analyzes user behavior and feedback to design or improve member and employee experiences.
• Ensures member experience improvements drive business value
• Employs data and research to create member journey maps that help stakeholders understand strengths, gaps, and opportunities to improve overall member service and experience.
• Recommends success measures that help tie member experience improvements to business performance and opportunities to improve metrics related to operational costs, member satisfaction, and employee satisfaction.
• Ensures consistency of experience
• Helps maintain consistency and cohesiveness across all design projects.
• Generates member experience business cases to guide process improvements, works alongside the team for all new technology implementation and other efforts geared to improve overall member and employee experiences across all channels.
• Develops and implements mechanisms to report, analyze, and measure progress of changes to member experience.
• Prepares and maintains design documentation, style guides, and design systems.
• Collaborates with and leads others.
• Conducts and leads user research and testing to identify needs, goals, behaviors, and pain points, including the use of surveys, one-in-one interviews, focus groups, or A/B testing.
• Assists in competitive analysis and benchmarking to ensure our products remain innovative and user-friendly.
• Collaborates with the Digital Channels team to design site maps, user flows, mock-ups, or prototypes of optimum user interfaces.
• Collaborates with the design team to refine and iterate on designs based on feedback.
• Leads brainstorming sessions and contributes creative ideas to improve user experiences.
• Conducts design reviews and provides constructive feedback to ensure high-quality deliverables.
• With the Member Experience Specialists, supports member experience mapping and design efforts.

• Min/Preferred:
  Preferred
• Education Level: 4 Year / Bachelors Degree
• Description:
  
  Business Management, Marketing or other related fields, Finance, Organizational Development, Information Technology, UX/UI Design, Graphic Design,…