Member Experience Designer

  • Job Type:
    Direct Hire
  • Category:
    Marketing - Digital
  • Location:
    Rolling Meadows, Illinois
  • Job Code:
    US_EN_88_914826_2714782

An innovative & dynamic financial institution is looking to hire a full-time Member Experience Designer (MX / CX) to their team located near Schaumburg, IL.  This role will be responsible for the design and continuous improvement of member service experiences across the offerings and delivery channels. In addition, identifying and recommending implementations that will simultaneously improve employees’ and members’ interactions.

Responsibilities:

  • Educating and influencing service design thinking and human centered design practices across the organization
  • Collaborating effectively with product, channel and operations managers to prioritize service design concepts
  • Defining opportunities for service optimizations, enhancements and innovations based on service deviations and failures
  • Planning, facilitating and executing in-depth, human-centered design research with stakeholders and members
  • Visualizing complex service ecosystems and demonstrating the ability to translate processes to diverse stakeholder groups

Ideal Candidate:

  • 3+ years of related experience
  • Experience with NPS or similar customer feedback systems
  • Experience planning, facilitating and executing design research
  • A knowledge of process improvement methodologies
  • A proven ability to educate, motivate and drive change
  • The desire to continually learn and improve approaches/methodologies
  • Demonstrated knowledge of change management principles, methodologies and tools
  • Analytical thinking, creative problem-solving, and an entrepreneurial spirit
  • A proven ability to create, customize and deliver presentations to internal and external business partners

Interested?  Please send your resume across in a Word doc/PDF format and a few words on why you think you could be a fit to rohini.sequeira@paladinstaff.com

 

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