Remote- Experience Lead: Service Design & Journey Management
About the position
The Experience Lead for Service Design & Journey Management is a pivotal role within State Farm, focusing on enhancing customer experiences through effective service design and journey management practices. This position advocates for user-centered design principles, collaborates with cross-functional teams, and drives the organization towards a more customer-obsessed culture. The role involves hands-on creation of experience design artifacts, training teams, and staying updated with industry trends to continuously improve design processes.
Responsibilities
Advocate for user-centered design principles throughout the product development lifecycle.
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Cultivate service design strategies, content, and training.
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Create horizontal journeys and analyze the customer and agent lifecycle.
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Equip teams with skills to develop journey maps, service blueprints, and other artifacts.
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Demonstrate the ability to perform the work and facilitate knowledge transfer.
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Discover, visualize, and communicate existing services through research and design artifacts.
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Stay updated with industry trends and emerging design technologies.
Requirements
Bachelor's degree in a related field or equivalent work experience.
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5+ years of industry experience; 3+ years in digital user experience.
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Strong knowledge and working experience of Service Design and User Experience.
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Strong people leadership skills and user experience sensibilities.
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Ability to create experience design artifacts, journey maps, and service blueprints.
Nice-to-haves
Experience in teaching service design and journey management to other UX professionals.
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Strong self-starter and skilled communicator.
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Proven track record of building trusting cross-functional relationships.
Benefits
401k Plan
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Health Insurance
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Dental/Vision plans
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Life Insurance
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Paid Time Off
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Annual Merit Increases
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Tuition Reimbursement
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Health Initiatives
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