Jobs Xcel Energy – Experience Design Manager

Job Description:

This position will focus on internal employee experience and Enterprise UX efforts driving operational excellence, efficiency and employee experiences. Areas will include the Digital Ops Factory and the Employee Experience Transformation and Employee Mobility initiatives. Lead a group of Customer Experience Designers, User Experience Designers and Content Strategists responsible for the end-to-end customer experiences (internal customers) for new products/services and improvements to existing products/services and channels. This role is accountable for experience design strategy development, planning and compliance in order to deliver a high quality, low customer effort experience resulting in improved customer satisfaction and growth opportunities.

Job Responsibilities:

• Drive and champion design needs to leadership. Manage the team to provide prioritization, design facilitation for the organization, prototyping capability and recommendations for product & services experiences in accordance to the brand.
• Responsible for hiring, developing, training, coaching, counseling and rewarding a group of professional employees.
• Align overall brand standards with user experience design of products/services (e.g., UI, UX, copy).
• Drive market research requirements.
• Partner with segment leads customer care, channel managers and product managers to design customer experiences across channels to deliver target performance outcomes (e.g. awareness, conversion, sales, service experience, etc.).
• Develop/evaluate opportunities to optimize user flows, product experiences and resolve service issues.

Job Requirements:

• Bachelor’s degree in business, marketing, project management, psychology, design or related fields or a combination of education and experience providing equivalent knowledge.
• Ability to lead through ambiguity and influence both tactical immediate decisions and longer-term strategies.
• Management/Supervisory experience.
• Problems faced are usually difficult and extremely complex.
• Customer led experience; trained in the use of basic CX concepts such as journey maps, design thinking, path to purchase, customer experience metrics and measurements.
• 9 years of experience in business, marketing, project management, psychology, design or related fields.

Job Details:

Company: Xcel Energy

Vacancy Type: Full Time

Job Location: St. Paul, MN, US

Application Deadline: N/A

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