Location: Brooklyn, NY
Discipline: UX / Product Design
Experience: 5–7 years
Compensation: $133,000
New York,NY $133,000.00-$180,000.00
We are looking for aDesign Strategistwho is eager totriangulate quant and qual learnings into meaningful CX insights that enable data informed decisions. This person understands the value of leveraging mixed methodologies to accurately capture the customer journey, excels at building strong relationship across insight teams, and has the communication skills to elevatethe importance of CX metricsacross a large and complex organization.
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You will help answer questions like…
Which customer journeys should we focus on?
How should we measure the impact of our design decisions?
And what relationships exist between CX outcomes and business outcomes?
Candidates should have excellent written and oral communication skills, strong interpersonal skills, outstanding analytical skills, and a general familiarity with mobile and web product development. Day to day, you will be working alongside UX & market research, data analytics, and product executives on strategic CX projects such as developing a taxonomy for data tagging, and maintaining a list of key journeys to prioritize. Candidates must be a detail-oriented, self-motivated, team player who naturally promotes a balanced, positive, and supportive culture.
Primary Responsibilities
Lead strategic CX projects in partnership with research, analytics, and product executives, such as: Develop taxonomy and knowledge base of Chase’s top customer journeys
Refine CX metrics, improve integration with OKRs and product roadmap planning & reporting
Advise and integrate CX Strategy within the product development lifecycle, OKRs, agility toolkit, and standards
Manage small, medium and large executive ask & strategy projects for successful delivery: Ensuring all deliverables (oftentimes complex/interdisciplinary/interlinked) are clearly specified, scoped and agreed between client and internal team(s)
Ensure milestones are being met and project status is documented and updated regularly
Produce reports as appropriate/requested
Serve as overall traffic manager
Driver and champion of ongoing firm-wide and design team process improvements
Skills & Qualifications
5-7 years of experience within Customer Experience, Digital Strategy, Design, Business Analytics, Product Management, Consulting, Project/Program Management, or a related field, preferably within financial services
Self-starter, creative problem solver, proactive, collaborative and resourceful
Knowledge and implementation of core CX efforts end-to-end, including customer research, strategy, vision, design, development, testing, and associated change management practices
Demonstrated curiosity, creativity, passion for consumer products, customer focused product design, or customer experience related platforms or technologies
Comfortable with ambiguity and able to understand high-level objectives and quickly translate into attainable and clear project objectives, strategy, roadmaps, requirements, priorities, and deliverables
Strong organizational skills with experience coordinating multiple work streams simultaneously, proactively and independently
Detailed and structured thinker able to present to executives, cultivate and support stakeholders, and influence and lead cross-functional teams without direct authority
Excellent written and verbal communication skills, including the ability to effectively present complex information clearly and appropriately handle sensitive information
Adept at using data to identify opportunities, define goals, measure progress, inform recommendations
Flexibility/adaptability (ability to change direction based upon team and stakeholder consensus)
Understanding of Product development lifecycle at scale
Ability to offer compelling storytelling across executive partners; ability to create presentations for a wide-variety of audiences, including C-suite quality presentations on short notice
Thrives in a fast-paced, collaborative, team-oriented, cross-functional environment
