Sales Manager – Financial Services
Nielsen
Service Designer
Rockwell Automation
full-time
Posted on:
Origin: • 🇺🇸 United States • Ohio, Wisconsin
Visit company websiteJob Level
JuniorMid-Level
About the role
- Conducting user research to understand customer needs, behaviors, and pain points.
- Creating user journey maps to visualize and analyze the entire service experience from the customer's perspective.
- Designing and improving service touchpoints across various channels (digital, physical, and human interactions).
- Facilitating co-creation workshops with stakeholders to generate ideas and solutions for service improvements.
- Prototyping and testing service concepts to validate ideas and iterate on designs.
- Developing service blueprints that outline the end-to-end service delivery process, including frontstage and back-stage operations.
- Collaborating with cross-functional teams, including researchers, designers, subject matter experts, and business stakeholders.
- Develop and implement a comprehensive CX strategy aligned with our company's goals and vision
- Collaborate with cross-functional teams to develop and maintain detailed customer journey maps for different segments and personas, to ensure a consistent and seamless customer experience
- Oversee the implementation and adoption of CX-related technologies and tools
- Create regular reports on CX performance for readouts to stakeholders & leadership
Requirements
- Bachelor's Degree
- Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
- 2+ years of experience in customer experience management, preferably in manufacturing or industrial settings
- Use various tools and methods, including journey mapping, blueprinting, and prototyping, but the core focus is on understanding and improving the holistic service experience for users while considering organizational constraints and opportunities.
- Strong understanding of CX best practices, methodologies, and technologies
- Excellent project management and leadership
- Experience with CX software platforms and data analysis tools
- Experience with Design Thinking methodologies
- Experience with Voice of Customer Research methods
- Knowledge of Lean Six Sigma or other process improvement methodologies
