Customer Experience Strategist

4 weeks ago


Huntsville, Arkansas, United States Arkansas Department of Workforce Services Full time
About the Role

This is an exciting opportunity to join the Arkansas Department of Workforce Services as a Customer Experience Architect. As a key member of the team, you will be responsible for championing the complete end-to-end customer experience for all of Arvest's existing and potential customers.

Key Responsibilities
  • Lead and execute CX strategy, design research, and service design throughout the solution lifecycle in partnership with cross-functional team members.
  • Implement customer-centricity across the company through design frameworks and methodologies, including archetype/persona development, journey mapping, and service blueprinting.
  • Design and facilitate cross-functional working sessions and workshops for strategic alignment and creative problem-solving.
  • Understand and analyze all aspects of our omnichannel banking experience to identify opportunities to attract, acquire, and retain loyal customers.
  • Leverage and contextualize insights from Voice of Customer (VOC) surveys, marketing and performance data, and research programs to monitor overall journey health.
  • Support the Director of CX Design in developing and socializing target experiences and incorporating those as outcomes into roadmaps.
  • Integrate Design Research methods such as ethnography, contextual enquiry, participatory design, and other activities selected to meet specific research goals.
  • Perform analysis and data visualization following research studies to communicate actionable findings and inform solution requirements.
  • Consistently report effective content to all levels of the organization and know when to balance polish and scrappiness.
  • Create and train on the utilization of meaningful experience metrics and dashboards, thereby accommodating stakeholders' needs to make results consumable and useful across the business.
  • Inspire, foster, and mentor colleagues who are interested in CX and Service Design, Design Thinking, Customer Journey Mapping, empathy-building, and/or customer research as skills and practices.
About the Team

You will be part of the EXP (Experience, User Experience, Research, and Innovation) team, which is part of the design center of excellence. The team is responsible for creating exceptional customer experiences across all touchpoints.

Requirements

To be successful in this role, you will need to have a strong understanding of customer experience design principles and methodologies. You will also need to be able to communicate effectively with stakeholders at all levels of the organization.



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