Member Experience Designer - Hybrid, 3-Month Contract
Swoon
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Job summary
Swoon is seeking a Customer Experience Specialist for a 3-month hybrid contract in Hampton Roads, VA. You will map end-to-end member journeys across branches and services, conduct interviews with members and staff, and design future-state experiences to improve clarity and ease of use.
Join a financieras-focused team to translate feedback into actionable improvements, with leadership-facing presentations and ongoing journey documentation as the program evolves.
Qualifications
- Bachelor's degree or equivalent experience in relevant field.
- 2–3 years in customer experience or journey mapping in financial services.
- Strong facilitation and interview skills; translate feedback into documentation.
Responsibilities
- Map the member journey end-to-end across branch activities to identify gaps and opportunities.
- Conduct branch visits and interviews with members and frontline staff to understand pain points.
- Design improved member experiences by developing future-state journeys and practical solutions.
- Improve member communications and touchpoints by reviewing notices, scripts, letters, digital messaging, and other interactions for clarity and consistency.
- Present insights and recommendations to leadership and maintain journey maps as the experience evolves.
Skills
Education
Tools
Job description
Swoon is seeking a Customer Experience Specialist for a 3-month hybrid contract in Hampton Roads, VA. You will map end-to-end member journeys across branches and services, conduct interviews with members and staff, and design future-state experiences to improve clarity and ease of use.
Join a financieras-focused team to translate feedback into actionable improvements, with leadership-facing presentations and ongoing journey documentation as the program evolves.
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