Experience & Concept Design Strategist

State Farm; Bloomington, Dunwoody, Richardson, Tempe (IL, GA, TX, AZ); Hybrid; USD 107,000 - 170,000; Full time

Benefits offered by this job

Get Paid

Stay Well

Develop and Grow

Plan Ahead

Time Off

Matching Gift Program

Retirement/401(k)

Job summary

State Farm in Bloomington, IL seeks a seasoned professional in experience strategy and service design to turn high-value opportunities into tangible, testable customer experiences. You’ll own concepts and prototypes and work with growth engineers to replace guesswork with evidence.

The role emphasizes shaping next-gen digital experiences, collaborating with research, product, and engineering, in a hybrid work environment with a strong focus on privacy and ethics.

Qualifications

• Experience in experience strategy, service design, product design, or concept development.
• Strong systems thinking: turn ambiguous opportunities into coherent future-state experiences.
• Hands-on in Figma or similar: journeys, flows, wireframes, and interactive prototypes.
• Use research and customer feedback to pressure-test concepts and surface hidden assumptions.
• Strong facilitation and communication: the craft to make complex ideas simple and compelling for executives and delivery teams alike.

Responsibilities

• Translate customer and digital needs and business context into future-state journeys and concept directions.
• Build clear, compelling prototypes in Figma that make an opportunity tangible, without designing a finished product too soon.
• Use service design and systems thinking to connect customer and digital needs to the channels, operations, and technology behind them.
• Partner with research, product, and engineering to test assumptions and learn from real customers quickly and efficiently.
• Explore AI-assisted, conversational, and other emerging interaction models when they genuinely improve the experience.
• Balance ambition with evidence: weigh business value, feasibility, risk, and accessibility honestly.
• Create executive-ready visuals that make the concept, the alternatives, and the open questions easy to grasp.

Skills

Experience in experience strategy

Systems thinking

Prototyping

Research and user feedback

Facilitation and communication

Tools

Figma

Job description

Overview

Being good neighbors – helping people, investing in our communities, and making the world a better place – is who we are at State Farm. It is at the core of how we operate and the reason for our success. We’re moving with urgency to become a Next Gen Good Neighbor, with technology that strengthens human connections and enhances the customer experience. As an employee, you’ll spend less time navigating systems and more time applying judgment, empathy, and expertise in the moments that matter most.

HYBRID: Hybrid Work Arrangement: A “Hybrid” position means selected candidates will be assigned to a facility and will spend some time working both in the office and from home. For Enterprise Technology, a hybrid work arrangement will require approximately 40% in-office time each month, beginning in late 2027.

HUB LOCATIONS: Richardson, TX; Bloomington, IL; Tempe, AZ; Dunwoody, GA

SPONSORSHIP: Applicants are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g., H-1B visa) for this opportunity.

Responsibilities

You’ll turn high-value opportunities into tangible, testable customer or digital experience concepts, using experience strategy, service design, and rapid prototyping to show what better could look like before we build the real thing. You own the Concept and Prototype: the tangible version of what better could look like. You’re part of Digital Growth Engine, the team that replaces guesswork with evidence.

Emerging Concepts finds and shapes the next wave of growth opportunities, makes them tangible, and partners with dedicated experimentation and delivery teams to test, learn, and scale what works.

Key Responsibilities

• Translate customer and digital needs and business context into future-state journeys and concept directions.


• Build clear, compelling prototypes in Figma (or similar) that make an opportunity tangible, without designing a finished product too soon.


• Use service design and systems thinking to connect customer and digital needs to the channels, operations, and technology behind them.


• Partner with research, product, and engineering to test assumptions and learn from real customers quickly and efficiently.


• Explore AI-assisted, conversational, and other emerging interaction models when they genuinely improve the experience.


• Balance ambition with evidence: weigh business value, feasibility, risk, and accessibility honestly.


• Create executive-ready visuals that make the concept, the alternatives, and the open questions easy to grasp.

Qualifications

Required Experience

• Experience in experience strategy, service design, product design, or concept development.


• Strong systems thinking: you turn ambiguous opportunities into coherent future-state experiences.


• Hands‑on in Figma or similar: journeys, flows, wireframes, and interactive prototypes.


• You use research and customer feedback to pressure‑test concepts and surface hidden assumptions.


• Strong facilitation and communication: the craft to make complex ideas simple and compelling for executives and delivery teams alike.

Preferred Experience

• You've worked in a large, regulated company and know how to navigate privacy, security, and legal requirements.


• Background in insurance, financial services, or digital customer experience a plus.


• You've thrived in cross-functional, pod-based teams and moved work from idea to reality.


• You default to measurable outcomes and clear documentation over busywork.

How Success Will Be Measured

• Priority opportunities become tangible and testable fast enough to sharpen real decisions.


• Concepts clearly show the intended customer or digital value, key assumptions, and real alternatives.


• Delivery partners receive concepts that hold their strategic intent while leaving room to learn.

Leadership & Ways of Working

• Always put the customer and measurable outcomes first.


• Bring expertise with confident humility: state your view, invite challenge, adapt when the evidence changes.


• Turn ambiguity into clarity, and make tradeoffs visible so the team can move fast.


• Build real partnerships across business and tech, and share what you learn.


• Hold a high bar for data privacy, security, and ethics.

Our Benefits

Because work-life-balance is a priority at State Farm, compensation is based on our standard 38:45-hour work week!

• Potential starting salary range: $107,000 - $170,000
  
  
  
  • Starting salary will be based on skills, background, and experience
  
  
  • High end of the range limited to applicants with significant relevant experience
  
  
  
  


• Potential yearly incentive pay up to 15%of base salary

At State Farm, we offer more than just a paycheck. Check out our suite of benefits designed to give you the flexibility you need to take care of you and your family!

• Get Paid! On top of our competitive pay, you are eligible for an annual raise and bonus.


• Stay Well! Focus on you and your family’s health with our robust health and wellbeing programs. State Farm pays most of your healthcare premium, and we offer multiple healthcare plan options, including a high deductible plan. All medical plans provide 100% coverage for in-network preventative care, AND you and your family have access to vision, dental, telemedicine, 24/7 mental health professionals, and much more!


• Develop and Grow! Take advantage of educational benefits like industry leading training programs, top-notch tuition assistance programs, employee resource groups, and mentoring.


• Plan Ahead! Plan for those big moments in life with benefits like fertility/IVF/adoption assistance, college coaching, national discount programs, interactive monthly financial workshops, free financial coaching, and more. You can also start a savings account or consider financing through our State Farm Federal Credit Union!


• Take a Little “You” Time! You will have access to our generous time off policies designed so you can plan around holidays, family events, volunteering, or just to take a relaxing day off. With the opportunity to initially earn up to 20 days annually plus parental leave, paid holidays, celebration day, life leave (40 hours/year), bereavement leave, and community service/education support days, there will be plenty of time for you!


• Give Back! We offer several ways to give back through our Matching Gift Program, Good Neighbor Grant Program, and the Employee Assistance Fund.


• Finish Strong! Plan for retirement using free financial advisors and a 401(k) plan with company contributions of up to 7% of your salary.

Visit our State Farm Careers page for more information on our benefits, locations, and the hiring process of joining the State Farm team!