RRemoteville

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State Farm logoState Farm

Experience Lead: Service Design & Journey Management

Skills
Co-CreationConceptual DesignExperience DesignJourney ManagementKnowledge SharingPutting The Customer FirstService Design
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Strong knowledge and working experience of Service Design - the structure of interactions people have with a service across touchpoints, channels, products and time
  • Strong knowledge and working experience of User Experience and Journey Management - the ongoing practice of researching, measuring, optimizing, and orchestrating a customer journey to improve the customer experience for users and achieve business goals
  • Strong people leadership skills and user experience sensibilitiesSelf-sufficient in listening to needs, defining opportunities and pushing ideas and co-creation to meet the needs of the greater team
  • Be able to be hands on in the creation of experience design artifacts, journey maps, service blueprints, conceptual designs, process, and strategy
  • Ability to inspire teams through discovery, empathy, design, and delivery of innovative solutions for complex problems to achieve user-centered outcomes
  • Passion for keeping up with the evolving landscape of available design tools, technologies, and resources
  • Be able to create strong solutions of complex business problems by putting the customer first
  • Collaborate with Department and Business stakeholders in understanding and delivering on customer value and needs
  • Enable Product availability/support and be able to support the team with production and resiliency when and where needed
  • Bachelor’s degree in related field or equivalent work experience5+ years of industry experience; 3+ years in digital user experience

Nice to have

  • Skilled communicator
  • Strong self-starter
  • Super facilitator
  • Proven track record

Day to day

  • As an Experience Lead you will advocate for user-centered design principles and best practices throughout the product development lifecycle. Hands on in cultivating service design strategies, content and training
  • Creating horizontal journeys and conducting analysis of the customer and agent lifecycle
  • Equip teams with the skills needed to develop journey maps, service blueprints and other artefacts that best communicate systems, opportunity, and vision to varying audiencesDemonstrate the ability to do the work as well as carry out knowledge transferDiscover, visualize, and communicate existing services via research, prototype, journey map, and service blueprint
  • Be a pioneer by staying up to date with industry trends and emerging design technologies to continuously improve our design process and output.