Experience Strategy & Concept Architect

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

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.