Responsibilities
include :
- Understanding and articulating customer needs across each moment within a customer's end-to-end journey.
- Lead efforts in leveraging service blueprinting methodology to bridge the gap between frontstage experiences and the backstage people, processes, & technology capabilities that power them.
- Creating, maintain and revisiting experience opportunities that create a distinctive, brand-supporting Citizens Customer Experience.
- Develop north-star visions and "customer stories from the future" and assist in building agile roadmaps to achieve this future.
- Provide input and participate in customer research and customer validation processes to identify customer workflow and unmet needs using a variety of methods including ethnographic research, customer panels, prototype testing, and formal and informal usability studies.
- Work alongside agile leaders to help define and create missions and success metrics.
- Support the evolution of the Customer Experience, developing the CX portfolio, roadmap, and reference architecture.
- Facilitate ideation, synthesis and design activities with business partners, technical architects, customers, and designers to transform ideas and concepts into artifacts, prototypes, and high fidelity designs
- Interact with a cross-functional team and drive customer experience strategy and best practices to implement applications and platforms while maintaining a cohesive end-to-end experience.
- Hands-on technical and process improvement experience. Support the production of concept service designs and / or participate in the creation of artifacts by domain architects and implement personas, journey maps, storyboards, etc.
- Stay current with innovative improvements / processes available in the larger world of experience design.
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