Customer Experience Designer (CX Designer)

S&P Global; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Customer Experience Designer to elevate customer interactions through innovative journey mapping and strategic design. This role is pivotal in enhancing customer satisfaction and loyalty by identifying pain points and optimizing the customer journey across all touchpoints. The ideal candidate will collaborate with various teams, develop onboarding strategies, and implement feedback systems to continuously improve the customer experience. Join a dynamic environment where your insights will shape the future of customer engagement and drive customer-centric growth.

Qualifications

• 5+ years in customer experience design with proven expertise in journey mapping.
• Proficiency in design software and project management tools is essential.

Responsibilities

• Design customer journey maps and optimize customer interactions.
• Collaborate with cross-functional teams to enhance customer experience.

Skills

Customer Experience Design

Journey Mapping

Service Blueprinting

Communication Skills

Analytical Skills

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Marketing

Bachelor’s degree in Communications

Tools

Figma

Adobe Creative Suite

CRM Software

Microsoft Office Suite

Job description

About the Role:

Grade Level (for internal use): 11

The Customer Experience Designer (CX Designer) is responsible for creating and optimizing customer interactions with our company's products and services. This role focuses on improving the overall customer journey across all touchpoints, ensuring consistency, satisfaction, and loyalty. The CX Designer will identify pain points, uncover opportunities for enhancement, and elevate the customer experience to new heights.

By leveraging journey mapping techniques, the CX Designer will optimize for product adoption and customer success, providing users with the right guidance and support. Collaborating with cross-functional teams, this designer will ensure a shared vision of delivering exceptional customer experiences. Ultimately, this role is crucial for driving customer-centric growth in our business.

Key Responsibilities:

• Customer Journey Mapping: Design comprehensive customer journey maps that visualize the end-to-end customer experience. Identify key touchpoints, pain points, and opportunities for enhancement within the journey.

• Playbook Creation: Design and create detailed playbooks that outline the steps for implementing the CX journey, ensuring clarity and consistency in execution across teams. These playbooks will guide the Customer Success team in delivering exceptional customer experiences.

• Onboarding Strategy: Develop a user-focused onboarding program that introduces new users to our product and teaches them how to use it effectively. Work closely with the Customer Success team and Educational Content Creator to build supporting content that drives customer adoption.

• Cross-Functional Collaboration: Collaborate with product managers, Customer Success, Education Content Creators, Marketing, and other stakeholders to ensure a cohesive and seamless customer experience. Foster communication between departments to promote a unified approach to customer experience design.

• Research and Analysis: Conduct research (incl. workshops) to analyze customer needs, preferences, and pain points to develop customer experience strategies that align with business goals.

• Customer Feedback Systems: Implement mechanisms to capture customer feedback and address concerns promptly. Analyze feedback and satisfaction metrics to identify continuous improvement opportunities.

• Performance Monitoring: Continuously monitor and evaluate customer experience, implementing iterative improvements based on user feedback and evolving customer needs.

• Advocacy for Customer-Centric Design: Promote user-centered design principles within the organization to ensure that customer needs are prioritized in all design and development efforts.

• Industry Trends: Stay updated with the latest trends, tools, and best practices in customer experience design to bring innovative ideas to the team.

Basic Required Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. Equivalent experience will also be considered.

• 5+ years in customer experience design or related roles. Proven expertise in journey mapping and service blueprinting is essential.

• Proficiency in design software (e.g., Figma, Adobe Creative Suite), journey mapping tools, CRM software, and project management tools (e.g., Microsoft Office Suite).

• Fluent in English with excellent written and oral communication skills, with a knack for storytelling and presenting data-driven insights.

Additional Desired Qualifications:

• Strong analytical and empathetic skills with the ability to synthesize complex data and visualize customer journeys.

• Ability to coordinate cross-functional teams and ensure alignment across multiple departments.

• Ability to think strategically with a customer centric mindset to develop effective CX strategies.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

• Experience in a technology-driven environment.

• Familiarity with automation tools and performance metrics in customer success environments.

About S&P Global Mobility

At S&P Global Mobility, we provide invaluable insights derived from unmatched automotive data, enabling our customers to anticipate change and make decisions with conviction. Our expertise helps them to optimize their businesses, reach the right consumers, and shape the future of mobility. We open the door to automotive innovation, revealing the buying patterns of today and helping customers plan for the emerging technologies of tomorrow.

For more information, visit www.spglobal.com/mobility.