We are looking for experienced Service/Customer Experience Designers who want to join our award-winning design practice as we partner with our clients to deliver solutions that provide a best-in-class experience. We are on the hunt for someone who is passionate about designing exceptional customer experiences (CX), someone who can bring their creative mindset to a variety of challenges and, someone who can work collaboratively to solve problems in a fast-paced digital project environment.

What are the Responsibilities?

Use a variety of qualitative and quantitative methods and techniques to conduct CX research to understand experience from the customer’s perspective
Develop and document evidence-based insight on customer experience
Design target or future state customer/service experiences using CX design techniques such as service blueprinting, journey mapping, storyboarding, scenario mapping, etc
Create personas and/or profiles to describe and bring to life the people who interact with the experience
Capture experience pain points and illustrate opportunities to deliver on customer needs
Work closely with a variety of stakeholders to collaborate on defining the problem, identifying opportunities and implementing service designs
Facilitate workshops, meetings and forums to discover, define, ideate and solve for CX based problems
Define and document CX based metrics of success for target state and measure iterative change over time for the project/initiative and for customers
Be confident and comfortable with communicating and presenting to a variety of audiences ranging from C-suite executives to customers and technical specialists.

What are the essential skills and qualifications?

Experience: +5 years in Service Design or CX Specialist role
Research Methods: Ability to use a range of qualitative and quantitative research techniques to develop insight
Experience Mapping: Proficiency in creating detailed journey maps, service blueprints, process maps
Design Thinking: Strong understanding of design thinking principles to innovate and solve problems creatively
Communication: Excellent communication skills to convey ideas and approaches clearly to stakeholders and team members
Collaboration: Ability to work effectively with cross-functional teams, including product managers, developers, and marketers
Problem Solving: Strong analytical and problem-solving abilities to identify challenges and propose solutions
Customer Empathy: Deep empathy for customers to design services that truly meet their needs.
Facilitation: Skill in leading workshops and brainstorming sessions to generate ideas.
Project Management: Ability to work autonomously and manage own time and deliverables effectively

Exco Partners

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