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Customer Journey, Experience and Design Lead

Req #: 170125189
Location: Brooklyn, NY, US
Job Category: Project Management
Job Description:
As the Line of Business (LOB) / Customer Journey Mapping Vice President, this position is responsible for driving the strategic direction and business results through the development of LOB Journey Maps. The VP will play a key role in transforming the LOB journeys. You will help define the transformed customer journey and be responsible for translating the vision into an actionable business case and delivery plan either within cross transformation team or within a specific journey. You will lead the translation of the future vision into specific features which will then be built in an agile way. You will also help prepare strategic communications for senior stakeholders across the LOBs.
  • Influence and collaborate with cross discipline design teams to create end-to-end customer centric designs incorporating systems thinking, customer experience, and service design, operating model and commercial analysis – to drive significant change to the end user experience.
  • Use industry knowledge and customer drivers to research and develop key ‘points of view’ and make recommendations of how to develop our propositional, business, process and technical capabilities.
  • Continually challenge the business to drive for innovation; “think out of the box” and be industry leading in design.
  • Work with business stakeholders to quickly resolve business design and delivery issues and support/drive escalations where required to protect best in class design whilst enabling rapid delivery.
  • Conduct analyses required and problem solve with the team on specific delivery, design and strategic issues.
  • Support program business analysis and systems thinking by preparing and reviewing ‘thought observations’, process/system maps, and data analysis and research findings.
  • 5 – 10 years of experience in operations with a focus on customer journey mapping, design thinking within a multinational firm or agency
  • Innovative, forward thinker with strong communications skills required
  • Ability to identify customer-centric experiences throughout customer decision journey
  • Excellent analytical skills, with the ability to present fact-based recommendations in a clear, logical, and concise way
  • Must demonstrate initiative and ownership of assigned responsibilities
  • Must be able to establish strong relationship with the business and project stakeholders
  • Strong presentation skills and ease with effective communication with all levels of management and partners from a variety of business functions
  • Passion about customer experience and delivering sustainable products
  • Prior project management experience is a plus
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