Remote- Experience Lead: Service Design & Journey Management

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About the position

The Experience Lead for Service Design & Journey Management is a pivotal role within State Farm, focusing on enhancing customer experiences through effective service design and journey management practices. This position advocates for user-centered design principles, collaborates with cross-functional teams, and drives the organization towards a more customer-obsessed culture. The role involves hands-on creation of experience design artifacts, training teams, and staying updated with industry trends to continuously improve design processes.

Responsibilities

  • Advocate for user-centered design principles throughout the product development lifecycle.
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  • Cultivate service design strategies, content, and training.
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  • Create horizontal journeys and analyze the customer and agent lifecycle.
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  • Equip teams with skills to develop journey maps, service blueprints, and other artifacts.
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  • Demonstrate the ability to perform the work and facilitate knowledge transfer.
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  • Discover, visualize, and communicate existing services through research and design artifacts.
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  • Stay updated with industry trends and emerging design technologies.

Requirements

  • Bachelor's degree in a related field or equivalent work experience.
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  • 5+ years of industry experience; 3+ years in digital user experience.
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  • Strong knowledge and working experience of Service Design and User Experience.
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  • Strong people leadership skills and user experience sensibilities.
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  • Ability to create experience design artifacts, journey maps, and service blueprints.

Nice-to-haves

  • Experience in teaching service design and journey management to other UX professionals.
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  • Strong self-starter and skilled communicator.
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  • Proven track record of building trusting cross-functional relationships.

Benefits

  • 401k Plan
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  • Health Insurance
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  • Dental/Vision plans
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  • Life Insurance
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  • Paid Time Off
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  • Annual Merit Increases
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  • Tuition Reimbursement
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  • Health Initiatives
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