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Customer Experience Strategy Research Leader

4 months ago

Torrance, United States American Honda Motor Co. Full time

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it’s a joyful one.  We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. 

 At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success.  We strive to be a company that serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.”

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda’s, we want you to join our team to Bring the Future

Job Purpose

Lead multiple, cross-functional CX strategy projects to define optimal customer experiences and collaborate closely with stakeholder.  Play a critical role in leading design research, experiment design, and visualization of customer experience strategy.   Deliver research plans, insight summaries, user journeys, concepts and artifacts that describe a new product or service. Facilitate analysis of current state customer journey and lead the design of ideal state customer experience. Identify gaps and develop roadmap toward realizing the ideal state. Build design thinking capability within CX/Marketing Business Unit. 

Key Accountabilities

Lead cross-functional teams in design of customer experience/journey to deliver compelling, easy to use digital products and services. 

  • Lead the business units in turning customer analytics to action by facilitating working sessions
  • Plan, design, and execute research that seeks to understand user needs, problems, and potential opportunities to enhance their experience. Incorporate insights from Analytics team and CX Experience research to prioritize user needs, pain points, and investments
  • Summarize and articulate finds from research through clear, concise and compelling writing and verbal presentations 
  • Define, build and manage Customer Experience Design Team.  Oversee development and growth of capability in designing customer experience within Customer Experience Division and across the enterprise.  
  • Develop Honda’s capability in facilitating collaborative & innovative problem-solving through design thinking. 
Qualifications, Experience, and Skills

 

  • BA/BS degree required.
  • MBA, or graduate degree in psychology, consumer research, or similar, a plus. 7+ years of professional experience within a customer-focused organization; experience in CX, human-centered design, design thinking, and/or lean startup for experience design and/or new product development required.
  • 7+ years within a customer-focused organization; experience in Customer Experience, human-centered design, design thinking, and/or lean startup for experience design and/or new product development required 
  • 3+ years people leader experience and building capability on design thinking. 
  • Experience in seeding innovation methodologies and mindset in a large organization
  • Project management experience 
  • Proven track record in creating digital products, tactics, and/or programs that improve customer experience across all touchpoints, business units, and technologies. 
  • Experience planning and executing testing of concepts 
  • Experience with business models, market analysis, trend analysis. 
  • Thrive in ambiguous environment and proactively develop a clear direction
  • Use a range of tools such as journey maps, personas, insight mining, opportunity development to advance work
  • Passion for an iterative design process and embrace feedback
  • Strategic thinker with ability to keep teams focused on highest impact drivers of success, navigate complex senior-level business relationships
  • Effective storytelling to communicate insights and research findings with a clear, persuasive point of view
     
Workstyle
  • Hybrid
Benefits and Total Rewards

What differentiates Honda and makes us an employer of choice?
Total rewards:

  • Competitive base salary  
    • Pay will be based on several variables that includes but not limited to geographic location, work experience, education, etc. 
  • Annual Bonus
  • Manager Lease Car Program (No Cost - Car, Maintenance, and Insurance included)
  • Industry-leading Benefit Plans (Medical, Dental, Vision)
  • Paid time off, including vacation, paid holidays, sick time, and personal days
  • 401K Plan with company match + additional contribution
  • Relocation Eligible
  • Lifestyle Bonus


Career Growth:

  • Advancement opportunities
  • Career mobility 
  • Education reimbursement for continued learning
  • Training and Development programs

Additional Offerings:

  • Wellbeing program
  • Community service and engagement programs
  • Product programs
  • Free drinks onsite

 

Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.