Lead Service Designer-Customer Experience

Company

Cox Communications, Inc.

Engineering / Product Development

Lead UX Researcher

Manager - Non People LeaderHybrid - Ability to work remotely part of the week

No

Day

Compensation

Compensation includes a base salary of $119,600.00 - $199,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Cox is taking a new direction that will reimagine our brand experience — from how we communicate and how it feels to do business with us to the role our products play in people’s lives.  The success of our strategy depends, in part, on our ability to design customer experiences that are delightful to engage in and deliver measurable value. The Lead Service Designer for the Customer Experience team will play a central role in crafting the end-to-end Cox customer journey and designing moments that matter. We are seeking a an experienced Service Designer to join our dynamic team. The ideal candidate will be resourceful, curious, and empathetic, with a strong ability to understand and enhance the customer journey. This role requires a deep understanding of service design principles and the operational enablers needed to deliver exceptional customer experiences within a complex organization.

** This is a hybrid position that will require coming into the Atlanta office every Tuesday/Wednesday (team days). Candidates must live within a commutable distance of the office. **

PRIMARY RESPONSIBILITIES:

The Lead Service Designer for Customer Experience will be responsible for designing the functional and emotional touchpoints that customers experience throughout their journey with Cox, including onboarding, education, account management, support, and retention/loyalty. You’ll work with your peers across the CX organization to understand where opportunities lie and how Cox will best express its brand to deliver value through the customer experience. This position will play a central role in crafting the Cox customer experience of the future — thus a strong candidate should have an ambition to drive the evolution of experience design and incorporate new tools and processes (including AI and emerging technology) to do so.

• Create comprehensive service blueprints that outline the end-to-end service delivery process, including front-stage and back-stage activities
• Write story points for storyboards that incorporate customer insights and depict future state experience solutions
• Identify and map all customer touchpoints across various channels to ensure a cohesive and seamless experience.
• Develop and maintain detailed customer journey maps to identify pain points and opportunities for improvement.
• Write detailed customer requirements that dictate the customer needs to be met in solution design and build.
• Plan and facilitate workshops with stakeholders to co-create solutions and align on service design strategies.
• Work closely with technology and operational teams to understand and integrate the necessary enablers for delivering the designed services.
• Analyze and investigate customer interaction data, including both qualitative and quantitative feedback, to inform service design decisions.
• Effectively balance functional user needs and desires, technology and operational considerations, and business opportunities.
• Create and deliver powerful presentations to leadership across the company
• Support a thriving culture where designers do work that they’re proud of and where we work to impress each other daily
• Ensure accessibility and inclusivity across everything we design to meet diverse user needs

Minimum Qualifications:

• Bachelor’s degree in related discipline (such as Service Design, Interaction Design, Industrial Design, Human-Centered Design, Design Thinking, Business Design, etc.) and 6 years experience in a related field (such as customer experience management, product, operations, or strategy, etc.). The right candidate could also have a different combination, such as a master’s degree and 4 years experience; a Ph.D. and 1 year of experience; or 10 years experience in a related field.
• Proficiency in service design tools and methodologies, such as journey mapping, service blueprinting, touchpoint mapping, storyboarding, data analysis, and writing customer requirements. Experience in UX or creative direction is valuable but must be complemented by a strong service design background.
• Expert knowledge of tools such as Mural, Miro, Figma, or Jira; strong knowledge of Microsoft suite of tools including PowerPoint; working knowledge of core Adobe CC suite and of leading AI tools across creative and experience use cases
• Excellent written and verbal communication skills to lead effective and concrete outputs; collaboration skills to work with peers across the organization; and presentation and persuasion skills to gain buy-in from senior leadership

Preferred Qualifications:

• BS/BA degree in related discipline strongly desired (such as Service Design, Interaction Design, Industrial Design, Human-Centered Design, Design Thinking, Business Design, etc.)
• Experience in design consulting; cable, telecoms, or technology; and in enterprises with annual revenues over $10bn desired
• Experience with Agile or other development methodologies is a plus
• Has demonstrated understanding of AI strategy and its opportunities for aiding design work and/or optimizing internal processes, and has demonstrated capability in integrating into existing processes or projects

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.