End to End Experience Design Strategist, Sr. Manager
The CX Design Strategist will play a pivotal role in gathering customer insights, identifying pain points, and driving innovation through user-centered design approaches. You will leverage your experience in customer experience research, facilitate design thinking workshops, and collaborate with cross-functional teams operating in agile environments. Your findings will directly inform product development, service improvements, and business strategy, all within an iterative, agile framework.
Key Responsibilities:
- Conduct qualitative and quantitative research to gather insights on customer needs, behaviors, and pain points.
- Design and execute customer experience research studies, including surveys, interviews, usability tests, and ethnographic research.
- Synthesize research findings into actionable insights and recommendations for internal stakeholders.
- Facilitate design thinking workshops that engage cross-functional teams in creative problem-solving and innovative ideation.
- Lead brainstorming and prototyping sessions to explore new solutions that enhance customer experience.
- Collaborate closely with product, UX/UI, marketing, and data teams to ensure research findings are integrated into the decision-making process.
- Work within agile methodologies, participating in sprint planning, retrospectives to ensure research aligns with product development timelines.
- Stay up-to-date on the latest category, cultural and technology trends.
- Bring forward new thinking related to methodologies, and technologies in CX, design thinking, and agile practices.
- Analyze customer feedback and data from various sources (e.g., surveys, NPS, social media, call center, etc.) to continuously improve CX, products and services.
- Communicate research insights and findings through compelling presentations, reports, and visualizations.
Qualifications:
- Bachelor’s degree in psychology, sociology, human-centered design, business, or a related field.
- 3+ years of experience in customer experience research, design thinking, or a related role.
- Proven experience running design thinking workshops and leading teams through collaborative, iterative processes.
- Strong analytical skills with the ability to turn data into meaningful insights.
- Experience with qualitative and quantitative research methodologies, including user testing, interviews, surveys, and data analysis.
- Experience working in agile environments and understanding how customer research fits within iterative product development cycles.
- Excellent facilitation skills with the ability to guide groups through ideation, problem-solving, and prototyping sessions.
- Familiarity with customer journey mapping, personas, and experience mapping.
- Proficiency in design and research tools (e.g., Miro, Figma, Qualtrics, or similar).
- Strong written and verbal communication skills, with the ability to present research findings clearly and persuasively.
- Ability to work independently and as part of a multidisciplinary team.
