Experience Design Advisor Seattle City Light Location: Washington Category: Designer - Electricenergyonline

Electricenergyonline Seattle, United States

1 week ago

Description

Job Number

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:

T

hese job responsibilities are applicable to the Experience Design Advisor :

Use equitable, human-centered design principles in each project in line with the City'sRace and Social JusticeInitiative.

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.

Read the full posting.

#J-18808-Ljbffr

Behavioral Health Specialist Bht

12 hours ago

Banner Health Sun City West, United States

**Primary City/State**: · Sun City West, Arizona · **Department Name**: · BHS East DeEx-Hosp · **Work Shift**: · Night · **Job Category**: · Clinical Care · Those who have joined the Banner mission come from all walks of life, united by the common goal: Make health care easier, s ...
Associate Director Rn Cco

6 days ago

Banner Health Sun City, United States

**Primary City/State**: · Sun City, Arizona · **Department Name**: · Clinical Care Operations · **Work Shift**: · Varied · **Job Category**: · Nursing · A network with resources for leaders with vision. Our leaders are at the front of the health care transformation, planning the ...
RN - Case Manager Liaison Nurse (Discharge Planning) - 1.0 FTE Bellevue or Seattle WA 5K SOB

1 day ago

Kaiser Seattle, United States Full time

· *** SIGN-ON BONUS OF $5K AVAILABLE TO ELIGIBLE EXTERNAL HIRES – TEAM WILLING TO TRAIN *** · SWEDISH FIRST HILL, SWEDISH CHERRY HILL (Seattle) OR OVERLAKE BELLEVUE MEDICAL CENTER (Bellevue) OPTIONS AVAILABLE. · SUN-SAT, EVERY OTHER WEEKEND ROTATION. · Job Summary: · The Care Ma ...
PACU RN No Call, Low Census, Weekends or Holidays 4-10's Capitol Hill

1 week ago

Kaiser Seattle, United States Full time

Job Summary: · Provide nursing care to a defined group of patients, adhering to Kaiser Foundation Health Plan of Washington ambulatory Nursing Care Standards, the Nursing Code of Ethics and Kaiser Foundation Health Plan of Washington policies. Coordinate and facilitate Health Ca ...
Interventional Radiology RN No Call, Weekends or Holidays 4-10's Capitol Hill New Contract

3 days ago

Kaiser Seattle, United States Full time

· 4 - 10s, Days and shifts vary based on department need · Job Summary: · Provide nursing care to a defined group of patients, adhering to Kaiser Foundation Health Plan of Washington ambulatory Nursing Care Standards, the Nursing Code of Ethics and Kaiser Foundation Health Plan ...
Endo SPU RN No Weekends or Holidays Per Diem Capitol Hill New Contract

6 days ago

Kaiser Seattle, United States

· Our commitment to our employees goes beyond the workplace, including competitive wages that reflect your value to the company We have recently negotiated new wages, which could include up to 15% increase with acuity and location differentials · Apply today to learn more · NO ...
PACU RN Preop Phase I

3 days ago

Kaiser Seattle, United States

· Our commitment to our employees goes beyond the workplace, including competitive wages that reflect your value to the company We have recently negotiated new wages, which could include up to 15% increase with acuity and location differentials · Apply today to learn more · TRU ...
Diesel Technician/Mechanic III

1 day ago

Penske Truck Leasing Seattle, United States Full time

3443 1st Ave South. Seattle, WA 98134 · What's the Job? · Ready to accelerate your career while helping our customers move forward? As a Technician at Penske, you'll do exactly that. Here, you'll do preventative maintenance and minor repairs on the newest and best maintained flee ...
Diesel Technician/Mechanic III

1 day ago

Penske Truck Leasing Seattle, United States Full time

th Ave South. Tukwila, WA 98168 · What's the Job? · Ready to accelerate your career while helping our customers move forward? As a Technician at Penske, you'll do exactly that. Here, you'll do preventative maintenance and minor repairs on the newest and best maintained fleet of v ...
Diesel Mechanic/Technician I

1 day ago

Penske Truck Leasing Redmond, United States Full time

What's the Job? · Ready to move your career forward? As an experienced Technician at Penske, you'll do exactly that. Here, you'll perform preventative maintenance and repairs of all levels on the newest and best maintained fleet of vehicles in the industry. You will help our cust ...
Merchandiser

1 day ago

Jacent Strategic Merchandising Times Square, United States

Merchandiser · Our merchandisers are the heart and soul of Jacent. They're on the front lines in more than 17,000 stores placing just the right products, building displays, and working with store personnel – right in their own community. Our people are what makes us special and m ...
Guest Service Representative

3 days ago

Marriott International, Inc Times Square, United States

Additional Information Pay: $24.68/hour · Job Number · Job Category Rooms & Guest Services Operations · Location The Westin Seattle, 1900 5th Ave, Seattle, Washington, United States VIEW ON MAP · Schedule Full-Time · Located Remotely? N · Relocation? N · Position Type Non-Manage ...
Nurse Practitioner

1 week ago

Kaiser Tacoma, United States

Job Summary: · Provide nursing care to a designated population of patients. Participate in patient assessment and the formulation, implementation and monitoring of the care plan. The ARNP is an integral member of the Health Care team and has authority to admit or refer patients, ...
RN - Electrophysiology

2 weeks ago

Swedish Health Services Pioneer Square, United States

Description · Providence nurses are not simply valued – they're invaluable. You will thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best nu ...
RN - Urology Clinic Staff Nurse - 1.0 FTE M-F Only Tacoma WA

3 days ago

Kaiser Tacoma, United States Full time

Job Summary: · Provide nursing care to a defined group of patients, adhering to Kaiser Foundation Health Plan of Washington ambulatory Nursing Care Standards, the Nursing Code of Ethics and Kaiser Foundation Health Plan of Washington policies. Coordinate and facilitate Health Ca ...
Registered Nurse RN Med Surg Oncology

1 week ago

HealthEcareers - Client Sun City, United States Full time

Primary City/State: · Sun City, ArizonaDepartment Name: · Med-Surg 4th FloorWork Shift: · DayJob Category: · Nursing** $15,000 Sign-On Bonus ** with 1-year of experience and a 2-year commitment · Nurses are the heartbeat of a hospital, and we do our best to keep our nurses' hea ...
Senior Product Manager, Licensed Sports

1 week ago

Amazon Seattle, United States

· Amazon is looking for a self-driven, team-oriented, and passionate Senior Product Manager to join the Licensed Sports team. The Licensed Sports team is responsible for retail partnerships and selection expansion with professional leagues (e.g. NFL, NBA, NHL) and collegiate pro ...
OR RN Surgery Center No Call, Low Census, Weekends or Holidays 4-10's Tacoma New Contract

1 week ago

Kaiser Tacoma, United States Full time

· Our commitment to our employees goes beyond the workplace, including competitive wages that reflect your value to the company We have recently negotiated new wages, which includes up to 15% increase with a $2.00 hour Acute Care premium. · NO CALL, LOW CENSUS, WEEKENDS OR HOLI ...
System Engineer

2 weeks ago

Sophus IT Solutions Seattle, United States

Position Role/Tile: Sr Systems Engineer · Location: Tukwila, WA · Is this an onsite role? No · Is a drug screen required (If yes, how many panels?):No · Covid Vaccination: No · Responsibilities: · The Sr Systems Engineer will lead a delivery team in the design, build, configurat ...
RN - Cancer Treatment

1 week ago

Swedish Health Services Pioneer Square, United States

Description · Providence nurses are not simply valued – they're invaluable. You will thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best nu ...