Job Description The Director of Experience Design Services has accountability for specialized experience design practices such as Service Design, Content Strategy, Conversation design, and Accessibility. This leader will manage a small multi-faceted team to facilitate oversight of the customer experience programs and efforts across the customer journey. In close partnership with the Director of Product Design, this leader will work across teams to jointly embed and facilitate customer experience excellence. This leader reports to the Vice President of Experience Research & Design and influences the senior management team and business unit champions in providing seamless interactions and mutual value to customers.
This individual has a customer-centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum. This leader has a strong background in user experience design and research, customer strategy, process improvement, human-centered design and performance management. This individual has proven ability to manage diverse efforts' synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset.
Responsibilities:

• Build, lead and evolve the experience design services team and practice areas.
• Work directly with partners to integrate specialized XD services into the right opportunities at the right time.
• Champion the design thinking process and partner with cross-functional teams to bring services and experiences to market that remove friction and create distinction for the customer.
• Ensure ongoing skill development and capability-building within the experience design services roles and among executives for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.
• The ability to work within a self-directed culture and navigate ambiguity is key.

What you will bring:

• You have a proven track record of facilitating cross-functional workshops.
• You're experienced designing a data-driven study and learning process through prototyping, iteration and scale .
• You're someone who can synthesize and translate abstract and complex concepts and content into simple, innovative solutions that frame clear opportunities to build strong product and service experiences.
• You're an empathetic champion of the customer, with an insatiable curiosity for their motivations and needs, fluent in the end-to-end customer journey.
• You'll serve as a subject-matter expert in all things experience strategy and help lead both clients and peers alike to think about opportunities that solve business challenges, while customer needs.
• You have a demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.

Requirements

• More than two experience management roles previously, such as digital experience design, customer intelligence, voice of customer, user research, customer loyalty.
• Expertise in more than one of the following areas of experience design and some experience in all areas: Digital Product Design, Service Design, User Research, Content Strategy, Digital Accessibility.
• Track record of frequent personal interactions with customers.
• Tech-savvy in evolving technologies.
• Must possess impeccable verbal and written communication and presentation skills to effectively communicate at all levels. Comfortable with public speaking and facilitating large group sessions.

About Us cxLoyalty, a subsidiary of JPMorgan Chase, is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards, merchandise and incentives while using data and analytics to personalize, optimize and deliver a world-class customer experience. We have more than 40 years of experience designing, administering and fulfilling market leading loyalty programs for our respected clients and their customers. Based in Stamford, Conn., cxLoyalty has more than 1,700 associates and provides services to consumers located in 14 countries.
About the Team cxLoyalty is a leading provider of loyalty technology services with rewards content in relevant categories including travel, gift cards and merchandise and world-class personalized customer experience. As a leading provider of loyalty technology solutions, we have more than 40 years of experience designing, administering and fulfilling market-leading loyalty programs for our respected clients and their customers. We increase customer lifetime value by making each experience personal and inspire consumers to spend, grow and advocate.
An entrepreneurial spirit, along with the energy and commitment of our employees, is the cornerstone of our success. We provide the tools to manage and positively impact all aspects of your well-being so that you can be more fulfilled, more engaged, and more productive. We're solving the industry's most interesting problems with its brightest talent, at a scale where everyone feels connected. Our quest to acquire and develop world-class talent is ongoing.