Seeking an Experience Design Strategist to define, drive, and support key consumer experience initiatives and projects. As an Experience Design Strategist, this person will lead multiple, cross-functional Experience Management strategy projects to define optimal consumer experiences and collaborate closely with stakeholders to the end of enhancing the relationship with vulnerable older adults and other audiences. This role works with internal stakeholders and agency partners focused on customer experience, design research, experiment design, execution and communication, and modeling a consumer-centric mindset

Responsibilities

Collaborate with various teams to uncover experience design possibilities, define actionable insights, and identify opportunities for meeting business goals and customer experience outcomes.

Apply expertise in human-centered design to rapidly research, design, and prototype world-class service and digital experiences. Collaborate with internal teams to conduct ethnographic research and contextual design investigations to understand behaviors, pain points, needs, and aspirations.

Communicate, envision, and contribute to design deliverables, including ideas, service models, customer journeys, scenarios, personas, system maps, infographics, and artifacts to support program and service needs.
Define meaningful experience outcome metrics for consumer experiences.
Lead multiple, cross-functional experience strategy projects to define optimal consumer experiences and collaborate closely with stakeholders to design consumer-focused program and service experiences.
Produce elegant, concise socialization materials to communicate work product effectively to senior leadership and beyond.