Principal Customer Experience Designer
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Job Description
Principal Customer Experience Designer at Duke Energy establishing strategic direction for customer experience across key products. Leading teams to deliver customer-centric solutions and enhance relationships.
Responsibilities:
- Establish strategic direction for customer experience across key products, services, and customer journeys
- Leverage insights to provide strategic guidance
- Craft cohesive end-to-end experiences
- Lead cross-functional teams in developing customer-centric solutions
- Drive future state vision for enhancing customer relationships
- Synthesize research, behavioral insights, operational data, and voice of the customer (VOC) to identify experience gaps
- Analyze current-state journeys and processes to uncover root causes
- Develop data-driven, prioritized recommendations to enhance experiences
- Create cross-channel journey maps and service blueprints
- Define seamless, brand-aligned future-state experiences collaboratively with teams
- Lead workshops and discussions for alignment
- Build low-fidelity prototypes and validate assumptions with customers
- Translate insights into strategic priorities that inform investment
Requirements:
- Bachelor’s degree
- Nine (9) or more years related work experience
- In lieu of Bachelor’s degree(s) AND seven (7) or more years related work experience listed above, Associate’s degree and eleven (11) or more years related work experience
- Deep experience in the utility industry, with expertise in customer experience, customer research, and/or experience design (human-centered design, service design, journey mapping, UX, and/or experience strategy)
- Exceptional design strategy, facilitation, and workshop synthesis skills; excels at building alignment and cross-functional collaboration
- Deep understanding of customer experience (CX) principles and the ability to make sound recommendations and present insights
- Master’s Degree
Benefits:
- Friendly work environment
- Opportunities for growth and development
- Recognition for your work
- Competitive pay and benefits
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