RP3 Agency: Sr. CX Designer (Freelance)

UX Designer is needed in United States.

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Client: RP3 Agency

Location: Remote

Contract: Contract, Freelance

As a Customer Experience (CX) Designer, you will be responsible for enhancing the customer experience across key touchpoints of a company’s products and services. Your primary focus will be designing ways to support a more seamless, intuitive, and engaging experience that exceeds customer expectations. You will collaborate closely with cross-functional teams, including product managers, engineers, marketers, and our business partners to drive a shared understanding of what customers are trying to accomplish and how their experience delivers against those needs. The objective will be to ensure a holistic and customer-centric approach of our client’s services.

Responsibilities

• Customer Research: Conduct in-depth research to understand customer intent, pain points, and behaviors through various methods such as ethnographic interviews and surveys.
• Journey Mapping: Synthesize research into experience maps that represent current and future state journeys, identifying key touchpoints, measuring sentiment, and clearly defining opportunities for improvement.
• Service Design: Create detailed service blueprints with swimlanes and discrete phases that include user flows and their supporting systems
• Systems Thinking: Think through complex interdependencies, including ways to leverage technology partners and engage channel specialists.
• Data Analysis: Analyze user data, customer feedback, and metrics to validate the effectiveness of customer experience initiatives and identify areas for optimization.
• Workshop Facilitation: Facilitate working sessions with client teams to prioritize customer flows and identify the “backstage” actors and technology.

Project Timeline

3-4 months

Requirements

• 6+ years of CX experience
• Proven experience of transforming employee and customer experience for a major company in the services sector and ability to share examples of deliverables
• Proven experience (5+ years) in experience design, user experience research, service design, or a similar role
• Strong portfolio showcasing your design process, problem-solving skills, and the ability to create intuitive and engaging experiences
• Excellent communication and presentation skills, with the ability to articulate design decisions and collaborate effectively with cross-functional teams
• Ability to decipher customer needs, both by reviewing and interpreting data and insights and by connecting with customers directly
• Ability to leverage data and research to create customer journey maps or service design blueprints that engage stakeholders and help them appreciate the gaps and opportunities
• Ability to use stories to present customer journeys and data in a compelling and inspiring way
• Empathetic design thinker who can create visual models to help bring the idea from concept to reality in a way that engages and drives thorough understanding of the end state
• Ability to travel for in-person interviews, workshops and presentations
• Permit to work in the U.S.