EXPERIENCE DESIGNER

Employer
Presbyterian Healthcare Services
Location
Alameda, New Mexico
Posted
Jun 09, 2021
Closes
Jun 12, 2021
Ref
2196118713
Position Type
UX / Design Researcher
Hours
Full Time
Organization Type
Business
Job Description
Type of Opportunity: Full Time
FTE: 1.000000
Exempt: Yes
Work Schedule: Days

Summary:
The Customer Experience Designer will work as a team member to research and conduct competitive analysis to collect information, interpret data and apply human-centered, experience based design methodologies to improve the customer experience. This is a hands-on design and research role that uses quantitative and qualitative research to uncover customer insights and design, implement, measure and monitor improvement projects. The Intermediate Customer Designer will be responsible for partnering with internal business partners to design and implement customer-centric programs, products, processes, education and outreach campaigns.

Under general supervision, assists the customer experience team in performing detailed tasks associated with research plans, analysis and development of stakeholder proposals for deploying strategies and tactics to enhance the customer experience including processes, communications, and interactions.
Directly interact with customers in a basic research capacity such as conducting 1:1 interviews and direct observations.
Gather and analyze voice of the customer feedback. Identify key opportunities/leverage points for improving the customer experience and building loyalty. Recommend creative solutions that improve the customer experience.
Promote member-centered thinking among teams and individuals. Support managers and staff working on customer experience projects to successfully manage the initiatives to achieve the desired outcomes.
Partners with enterprise-wide customer experience and/or patient experience to better understand and improve the member-patient experience.
Learn and provide detailed education to the organizaton on the organization's and key concepts related to a mature customer experience program including Customer Understanding, Prioritization, Design, Delivery, Measurement, and Culture.
Partner with management to assess business needs, policies, regulations, requirements, and project objectives. Collaborate with Customer Experience team to develop solutions using data-driven decision making processes.
Continuous self-education in the latest trends in the customer experience discipline and customer-centered research.
Assists in meeting regulatory and accreditation requirements related to customer experience.
Performs other functions as required.

Associate: High School Diploma/GED required. 1-2 years working in a customer relations and 1-2 years working spcifically in an experience design, communication design, ethnography, anthropology or human behaviors study role. communication or customer experience role. Exceptional customer orientation, demonstrated by a track record of successful customer interactions or customer experience insights or design projects. Demonstrated ability to communicate verbally and in writing, good organization skills, ability to meet deadlines, and be able to work and collaborate effectively in a team environment. Basic awareness of analytic terminology. Ability to interpret basic voice of the customer feedback and participate with the team to plan and assist in implementing appropriate customer experience strategies.

Intermediate: Bachelors degree in engineering, behavior or social science, marketing, communications or business required. 3-4 years working in a customer relations, communication or customer experience role and 3-4 years working spcifically in an experience design, communication design, ethnography, anthropology or human behaviors study role. Exceptional customer orientation, demonstrated by successful customer experience insights and design projects. Demonstrated ability to communicate verbally and in writing, good organization skills, ability to meet deadlines, and be able to work and collaborate effectively in a team environment. Intermediate understanding of anlytic terminology. Ability to draw insights from qualitative research, effectively communicate insights and concepts to the customer experience team and to plan and implement appropriate customer experience strategies and tactics within established timelines.

Expert:

Bachelors degree in engineering, behavior or social science, marketing, communications or business required. 5-7 years working specifically in an experience design, communication design, ethnography, anthropology or human behaviors study role. A professional certification directly related to the role or area of expertise required. Exceptional customer orientation, demonstrated by successful customer experience insights and design projects. Demonstrated ability to communicate verbally and in writing. Excellent organization skills, proven track record of meeting deadlines, and is able to work and collaborate effectively in a team environment. Expert knowledge of analytic terminology. Skilled at analyzing and drawing insights from quantitative and qualitative data and the ability to explain data and insights to stakeholders. Proven track record of influencing decision makers. Strong ability to plan and implement appropriate customer experience strategies and tactics within established timelines.

Benefits are effective day-one (for .45 FTE and above) and include:
  • Competitive salaries
  • Full medical, dental and vision insurance
  • Flexible spending accounts (FSAs)
  • Free wellness programs
  • Paid time off (PTO)
  • Retirement plans, including matching employer contributions
  • Continuing education and career development opportunities
  • Life insurance and short/long term disability programs


About Us
Presbyterian Healthcare Services is a locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, it is the state's largest private employer with approximately 11,000 employees.

Presbyterian's story is really the story of the remarkable people who have chosen to work here. Starting with Reverend Cooper who began our journey in 1908, the hard work of thousands of physicians, employees, board members, and other volunteers brought Presbyterian from a tiny tuberculosis sanatorium to a statewide healthcare system, serving more than 700,000 New Mexicans.

We are part of New Mexico's history - and committed to its future. That is why we will continue to work just as hard and care just as deeply to serve New Mexico for years to come.

About New Mexico
New Mexico's unique blend of Spanish, Mexican and Native American influences contribute to a culturally rich lifestyle. Add in Albuquerque's International Balloon Fiesta, Los Alamos' nuclear scientists, Roswell's visitors from outer space, and Santa Fe's artists, and you get an eclectic mix of people, places and experiences that make this state great.

Cities in New Mexico are continually ranked among the nation's best places to work and live by Forbes magazine, Kiplinger's Personal Finance, and other corporate and government relocation managers like Worldwide ERC.

New Mexico offers endless recreational opportunities to explore, and enjoy an active lifestyle. Venture off the beaten path, challenge your body in the elements, or open yourself up to the expansive sky. From hiking, golfing and biking to skiing, snowboarding and boating, it's all available among our beautiful wonders of the west.

AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.

SS#123

More searches like this