Experience Designer (Hybrid)

The Experience Designer will utilize design thinking methodology to prove recommendation success through prototyping, implementing solutions, and providing support for projects organizationally. The Experience Designer is the expert in journey findings and recommendations across the entire customer lifecycle (anyone who interacts with our brand, products, and people). The Experience Designer collaborates with the customer journey team, organizational key stakeholders, business analysts, and architects to design an experience that best balances the expectations of the customer, the needs of the company, and what is technologically possible.

Duties & Responsibilities :

Lead pilot programs, prototypes, and ideate sessions

Work cross-divisionally to design and implement change

Facilitate organizational collaboration

Create a fail forward environment that embraces bold, smart risks in the pursuit of the ideal experience

Develop continuous innovation loops organizationally through human centered design

Drive change based on customer feedback to create ideal state experiences

Challenge existing processes through inspiration and innovation

Engage divisional stakeholders to design experiences by consulting through design sprints, workshops, and projects

Design experiences based on and inspired by customer feedback

Research upcoming business, industries, and technology

Draw sound conclusions from large sums of data

Keep up to date on vendor processes, role in the entire ecosystem, and involvement in the marketplace

Foresee and communicate the effect any vendor change will or could have on NYCM's process

Analyze cross-lifecycle implications

Execute small to large projects in scope, budget, and on-time

Continually update knowledge of project and design methodologies

Provide proof of concept of journey recommendations by utilizing a design thinking approach

Assist with creating and carrying out action plans for curative solution implementations

Maintain project document and provide updates

Track vendor performance with assistance from operations pillar

Attend and facilitate meetings when necessary, assign and / or document takeaways accordingly

Assist in vendor selection based on best fit for the designed experience

Develop and support working relationships with vendors

Support focus group sessions and document takeaways accordingly

Bring the voice of the customer to life through innovative problem solving and experience design

Requirements :

Associates Degree in a related field

2 years in a project management or design role

Business acumen

Facilitation experience

Qualifications & Skills :

Intimate understanding of the customer lifecycle and customer segmentation

Excellent oral, active listening, and written communication skills

Ability to communicate organizationally at key moments throughout the process

Intermediate level skills in Word, Excel, and Power Point

Fully developed and effective presentation skills

Strong project coordination skills, able to motivate project team members

Time management, organizational, keen attention to detail, and prioritization skills

Critical thinking

Service orientation

Ability to work both independently and within a team with minimal direct supervision

Ability to handle stress professionally, calmly, and effectively

Positive and professional attitude

Market Range 7 / Hours 40 per week

Salary Range : $51,200 - $79,600

Applications accepted through : 10 / 27 / 2025

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.