Member Experience Strategist III

Overview

To support and/or develop member-centered design strategies and solutions for all levels of digital experiences and initiatives using consumer insights and inputs gathered from research, psychology, and MX best practices, taking a human-centered approach to help make strategic MX decisions, and act as a change agent within organization. Serves as a team lead, driving and promoting the overall MX strategy, developing team capabilities, and working as an evangelist and thought leader. Works under minimal supervision on moderate to complex projects and problems.

Responsibilities

• Act as subject matter expert for member insights and member experience best practices
• Advocates Omni-channel and member-centered design strategy; champions design thinking
• Aid in the synthesizing of member data from various sources to identify opportunities and recommend member experience directions to business owners, stakeholders and project teams
• Analyze the member experience by evaluating the experiences end-to-end, seeking out opportunities for improvement
• Design and implement a comprehensive member experience strategy aligned with overall business goals, including key performance indicators (KPIs) to measure success
• Assist with defining strategic objectives - vision and strategy - to team objectives and tactical plans, as well as execution and monitoring
• Assist with developing comprehensive MX strategies spanning multiple channels, touchpoints, and contexts
• Collect and assimilate member data to guide definition of member experience
• Develop and maintain ecosystem, experience and journey maps throughout life cycle of projects
• Facilitate strategic member-centered decision making and design thinking
• Influence team members and business partners by advocating for the impact of designing/developing with the member in mind and utilizing design thinking
• Organize and facilitate design thinking workshops, experience and journey mapping workshops, and alignment activities with cross functional teams and executive leadership that enable the creation of a shared empathy, vision and alignment for specific experience strategies and tactics
• Originate new concepts, strategies or innovative approaches to member experience definition that have significant impact or high visibility
• Provide guidance and direction on member experience improvement opportunities ensuring they are deemed as "the right problems to solve" as driven by the research and data
• Reach across the enterprise to build relationships that help the member experience design definition effort succeed
• Use qualitative and quantitative member research to formulate solutions and sync results across organization utilizing member-centered design and design thinking tools, such as empathy mapping, journey mapping, personas, etc.
• Work with business partners and researchers, designers, and experience owners to solve moderate to complex member experience problems and deliver results
• Other duties as assigned

• Significant experience with design thinking principles and techniques
• Significant experience of experience orchestration and mapping of ecosystems, experiences, member journeys, and service blue prints
• Significant experience of member centered design principles and best practices, visual design, member behavior and interaction models
• Experience of design fundamentals, such as color theory, typography and composition
• Experience with the processes of sketching, conceptual design, wireframing, prototyping, and usability testing
• Advanced knowledge of best practices for web and mobile-based content, tools, and forms
• Experience interpreting requirements into executable design solutions
• Demonstrated ability to articulate design concepts to a broad audience, including non-designers
• Experience with and enthusiasm for agile methodologies
• Experience in Human-centered Design and understanding member needs, behaviors and pain points through various methods to design and iterate on products, services, and experiences that effectively address member needs.
• Experience with various channels of member service, mobile, digital, branch and contact center
• Advanced cross-group collaboration and persuasion skills
• Advanced design communication skills
• Effective detail and organizational skills
• Bachelor's degree in Graphic Design, User-Centered Design/Human-Computer Interaction, or the equivalent combination of education, training, and experience

• Design Thinking or Customer Experience Certification