Experience Design Advisor - Seattle, United States - Seattle City Light

Description

Position Description

Seattle City Light, a department of the City of Seattle, is one of the nation's largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship.

Seattle City Light has an exciting opportunity for a highly motivated, equity-oriented, dynamic individual interested in leveraging customer insights to help Seattle City Light become a more responsive, trusted, customer-centric utility. Reporting to the Customer Experience Manager, the Experience Design Advisor will help improve and create equitable and simple customer experiences, all to support product and service delivery across the utility. This position will work closely with two other team members, the Omnichannel Advisor and the Customer Insights Advisor.

The Experience Design Advisor will be responsible for translating the Customer Experience Strategy and foundational principles into service and offering experience design. This includes developing experiences and journeys for new offerings and understanding, evaluating, and mapping experiences for existing services and offerings, all with an equity lens. The Experience Design Advisor will be the utility's subject matter expert on journey mapping and personas, working closely with Customer Experience Team members to leverage voice of the customer data, digital platform data, and employee experience insights to identify areas of opportunity across all available channels. This Advisor will also support teams and projects throughout the utility in understanding and developing experiences while also managing Customer Experience Team-led journey mapping projects. The Experience Design Advisor will also participate in technical implementation projects to offer support on overall experience, UX/UI decisions, and customer/user research and testing.

Together, the Customer Experience Team helps the utility develop deeper empathy and understanding for the current experiences of the utility's customers, leverage insights to create actionable improvements, develop new customer-centric experiences, and support initiatives across multiple business areas for a broad range of customers.

The Experience Design Advisor, along with the Customer Insights Advisor and Omnichannel Advisor, will report to the Customer Experience Manager who reports to the Customer Experience Director within the Customer Care and Energy Solutions Business Unit.

Job Responsibilities

Here is more about what you'll be doing:

These job responsibilities are applicable to the Experience Design Advisor:

• Use equitable, human-centered design principles in each project in line with the City's Race and Social Justice Initiative.
• Develop and manage journey maps for core customer journeys and experiences for a wide range of customer personas and segments.
• Lead project teams to identify and create customer personas, segments, journey maps, and blueprints.
• Facilitate workshops using human-centered design principles and practices to guide and to train teams in completing customer experience activities on their own.
• Translate findings from journey mapping into opportunities for improvements and/or design elements for new products and programs.
• Partner closely with Customer Energy Solutions program managers to support the design and implementation phases of the Program Lifecycle.
• Provide experience design support to other teams, business units, and City departments on projects and improvement efforts.
• Promote and champion innovation and systems thinking to drive improvement through customer experience initiatives, including considering customer facing and related back office operational processes for improvement opportunities.
• Develop and maintain experience design tools and templates, including training materials, as part of the Customer Experience Resource Toolkit.
• Utilize customer insight research findings (benchmark and survey data, market research, peer utility research, etc.) to inform experience design principles and best practices.
• Other related duties as assigned.

Qualifications

Required Qualifications: In addition to the skills and experience mentioned below, a successful applicant will have experience that reflects a commitment to creating fair and equitable outcomes and has:

• Education: Bachelor's degree in business administration, public administration, marketing, communications, information management, user experience, data analytics, human-centered design, mathematics, or a related field.
• Experience: 4 years' experience related to managing complex, strategic programs or projects. Experience in UX design or human-centered design, customer experience design, voice of the customer tools and techniques, to meet customers and business goals highly desired.

OR: An equivalent combination of education and experience that demonstrates the ability to perform the position duties.

Desired Qualifications - You will be successful for either position if you have the following experience, skills, and abilities:

• Empathetic, team collaborator who has a strong commitment to advancing equitable access to services and programs.
• Deep knowledge of and expertise in customer KPIs such as satisfaction, net promoter score, and customer effort.
• Strong cross-functional communication and prioritization skills to coordinate with numerous stakeholders to drive efforts forward.
• Demonstrated ability to effectively build relationships with internal partners and other stakeholders through positive interaction and problem identification and resolution.
• Experience working with voice of the customer and customer experience tools for insights and reporting.
• Ability to leverage human-centered design practices and tools to uncover issues within the customer journey and recognize ongoing themes/trends.
• Ability to think both strategically and tactically with strong attention to detail.
• Exceptionally customer-focused and oriented, with outstanding relationship-building skills including a proven ability to build and maintain a broad range of relationships and at a variety of levels, internally and externally comfortably and effectively.
• Excellent communication skills including advanced writing and presentation skills.
• Experience with change management and process improvement practices.
• Demonstrated ability to work in and manage ambiguity; capable of dealing with issues that do not always have a process or a system in place.
• Demonstrated commitment to equity, professional development, and continuous learning.

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