Director – End-to-End Experience Design & Innovation

JOB SUMMARY  

The Director, End-to-End Experience Design & Innovation role will lead customer journey management, experience design, and innovation.  The role will utilize customer insights and data to identify gaps and opportunities in the end-to-end customer journey and will partner with discipline and project leaders to infuse design thinking and innovation when making changes and improvements to the overall customer experience.  The Director will be responsible for hands-on strategy formulation, sprint design and facilitation, journey and concept design, research, and partnering on implementation to deliver outstanding customer experiences and drive a culture of innovation and customer-first mindset.     

CANDIDATE PROFILE   

Education and Experience   

Required  

• Bachelor’s degree from an accredited college or university  

• Eight or more years’ relevant professional experience in customer experience design, brand strategy, design thinking, trends and innovation, or related function, demonstrating progressive career growth and patterns of exceptional performance  

• Demonstrated ability in customer experience design, design thinking, innovation, brand and product development, and/or journey mapping  

Preferred  

• MBA 

• Business Design 

• Consumer Research 

• Operations experience 

• Project Management 

• Past experience leading the design, development, and delivery of complex stakeholder experiences, using design thinking, creativity, and expert communication skills, to deliver powerful, results-oriented meetings and workshops  

CORE WORK ACTIVITIES   

• Build customer empathy in business partners and advocate for our customers at all times.  

• Prioritize and lead strategic initiatives that drive overall growth as well as elevate the customer experience, satisfaction, retention, and lifetime value.  

• Communicate the initiative and products to others through customer journeys, prototypes, wireframes, and other materials.  

• Conduct consumer studies and present findings that will inform improvements in the customer experience.  

• Lead findings analysis in a collaborative manner that engages and inspires the stakeholders  

• Establish research methods and strategies in partnership with market research team.  

• Discover customer and business needs through inquiries and research and identify solutions to meet those needs.  

• Track consumer macro trends and evaluate how they may impact the industry or the company.  

• Advance the culture of innovation across the company.  

• Analyze information and evaluate results to select the best solution and solve problems.  

• Think creatively and practically to develop, execute and implement new plans or programs.  

• Develop and implement tailored E2E experience design strategies utilizing quantitative and qualitative methodologies considering customer feedback, maps, personas, user research, technical constraints, and opportunities to create end to end experience design concepts that support business and consumer objectives.    

• Cultivate cross-discipline relationships and collaborate with other teams at MI including Global Design, Partnerships, and Digital to deliver outstanding customer experiences.   

• Communicate design ideas and prototypes clearly and persuasively to a variety of audiences.