Jobs for People with MS: National MS Society

Job Title:

Experience Design Lead

Job Description

As a leader in Customer Management for over 30 years, Concentrix is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Customer interactions provide a wealth of intelligence about the customer experience and our actionable insights stem from handling billions of customer contacts annually for our clients. Among Fortune 500 companies, over half of the top 50 are clients that trust their most important relationships to Concentrix.

Concentrix Catalyst is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive companies from around the world to future-proof their business and stay ahead of the competition and customer expectations.

Experience Design Lead

The team has two main objectives:

• Understand the journey of every customer, the touchpoints they have, and to identify the moments that truly matter to each customer that engages with our client.

• Bring digital transformation to the client’s engagement with customers during their journey, to deliver an amazing and personalized experience to each customer.

As a member of this team, you will contribute to the research and design objectives by:

Essential Functions/Core Responsibilities

• Conduct customer and employee research including research plans, recruitment, interviews, workshops, etc.

• Demonstrated experience with a wide variety of research methods (e.g., interviewing, workshops, surveys, foundational, qualitative, etc.).

• Producing discussion guides, personas, customer journeys maps, and service blueprints.

• Analyzing and synthesizing multiple sources of complex data to form aggregate insights enabling idea finding, problem definition, and opportunity finding for a product/service.

• Identifying user insights, needs, and suggesting opportunities that span experiences, businesses, and technologies.

• Envisioning and designing a future state “north star” experience based on your workshops and iterative customer research.

• Writing executive-level reports that clearly articulate research insights and recommendations. Being an excellent communicator and storyteller that can communicate complex concepts in a manner that excites and creates enthusiasm for the proposed future state experiences.

• Maintaining constant and open communication with key team members.

• Ability to see things from various altitudes and communicate holistic solutions.

• Build trusted client relationships through proactive account management and exceptional project delivery

• Develop an analytic approach, document tasks and manage timelines for new/existing clients in support of our consulting projects

• Expertise in Customer Experience Design and Design Thinking.

Required Qualifications

• 8+ years in user experience research, design research, product research or the equivalent with strong theoretical and practical knowledge of both qualitative and quantitative methodologies

• 5+ years designing, planning, and facilitating live and virtual Design Thinking workshops

• 5+ years conducting 1:1 research interviews

• 5+ years working on experiences that include extensive digital solutions (omni-channel, self-service, AI bots, etc.)

• 8+ years CX or UX research experience

• A minimum of a BA/BS degree in Psychology, Human Factors, Sociology, Anthropology, HCI, Interaction Design, Communication Design, Market Research, or equivalent experience

• Experience with technical language, including being able to technical language specific to the client in the context of their business and coding the research data accordingly

• Experience working in a fast-paced environment

• Have a high comfort with ambiguity

• Experience using Figma

Preferred Qualifications

• Master or PhD degree in Psychology, Human Factors, HCI, Interaction Design, Communication Design, Architecture, or equivalent experience

• Design Thinking Certification from an accredited institution

• Experience with a broad range of research methodologies (qualitative and quantitative techniques) and you understand the right balance between the two

• Strong grasp and qualitative data analysis

• Experience using Mural

#ConcentrixCatalyst

Location:

USA, NE, Work-at-Home

Language Requirements:

Time Type:

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

•English (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf)

•Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRightsSp6.12.pdf)

To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .

If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .