You could say we're at the center of the center.

Here at Edward Jones the client is our single focus and our relationships with them are the measure of everything we do. And Service and Operations divisions are at the center of it all. We support our clients, branch teams and headquarter associates in providing the best possible experience. Advocate for our more than 7 million clients through regulation communication, fraud protection and managing their investment distributions. Protect their investments by mitigating risk. And innovate new ways of working. Using insights to create solutions for the future - in the here and now.

Job Overview

Position Schedule: Full-Time

The Design Strategy and Delivery team is seeking a Test and Learn Strategist and design practitioner to lead cross-functional teams in the discovery, design, development, and delivery of amazing solutions for complex problems in strategic planning, process improvement, product design, and service delivery. You will become a core part of the Design organization and work with talented teammates to define and test various concepts and experiences.

• Autonomously lead multidisciplinary teams of associates and leaders through design, development and delivery of exceptional experiences in enterprise and divisional efforts, with a focus on short-term field facing experiments for operational success.
• Support work teams to achieve clear problem statement definition, define big ideas and capabilities, and test ideas through test and learn methodologies to understand impact and return on investment.
• Effectively communicate in verbal and written venues to senior level leaders to present strategic opportunities, align to firm strategy/goals/objectives, define business cases, and develop strategic roadmaps that clearly articulate the journey toward ideal branch and client experiences.
• Negotiate business outcomes with other design leaders and business stakeholders to deliver on test and learn outcomes and opportunities.
• Quickly build trusting relationships, and provide guidance and feedback to colleagues and peers in pursuit of continuous improvement.
• Demonstrate agility in ambiguous and complex circumstances to achieve the desired outcome.
• Exercises strong critical thinking and sound judgment while independently making decisions within division level or department level projects. In doing so, the lead:
  • Evaluates a range of potential capabilities including change management, experience design and research, data analytics, test and learn, and project/program management to achieve the project's desired outcomes.
  • Gathers and evaluates necessary perspective to independently make decisions.
  • Investigates and resolves escalations with varying and high degrees of complexity and impact.
  • Identifies and mitigates risks associated with designed experiences delivering on user needs and business outcomes.
• Identify major detailed project tasks, resources, and coordinate the efforts of internal and external parties necessary to see successful project completion including external consulting firms or partnerships.
• Identify internal subject matter experts, business owners, and those skilled in multiple business process disciplines necessary to achieve desired outcomes.
• Actively advocate the principles of process improvement, human-centered design, data analysis, and change management to a wide variety of audiences to gain the buy-in and understanding needed to drive transformational change.

• Demonstrated ability to plan and deploy various tests and experiments to accelerate and measure the impact of potential concepts and experiences.
• Identify value-add test and learn opportunities to drive execution and delivery of portfolio or firm level objectives.
• Demonstrated ability to identify and mitigate barriers for test execution.

• A passion for a data driven understanding of customer behavior, uncovering opportunities for action, and knowledge of analytical approaches is critical.
• Demonstrated ability to develop and communicate a measurement plan to determine success of various tests, designs, etc.. that help inform business decisions.

• Demonstrated ability to coach and enable other associates, especially in the test and learn specialization, to continually grow expertise and foster a culture of learning, insights, and testing.
• Advocate for a culture of testing and in-field experimentation aligned to key measures and outcomes.

• Bachelor's degree required in a field of Design, Science, or Engineering or equivalent discipline
  • e.g. Human Computer Interaction, Human Factors, Instructional Design, Computer Science, Digital or Interactive Media, Communications, Behavioral Science, Psychology, Anthropology
• Master's or advanced degree preferred.
• Financial services experience highly preferred.

• 5+ years of progressive design experience, test and learn experience, or applicable work experience.
• Expertise with design tools and methodologies, test and learn methods and approaches, and systems thinking.
• Knowledge of and experimentation with emerging design trends and technologies.
• Demonstrated verbal and written communication skills, building relationships at all levels of the organization, and effectively tailoring messaging and approach to multiple audiences.
• Experience in Devops Methodologies (Agile, Waterfall, etc.) strongly preferred.
• Some travel required.