Job Information
Arkansas Department of Workforce Services Customer Experience Architect in Fayetteville, Arkansas
This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4321195
The Customer Experience (CX) Architect at Arvest is charged with championing the complete end-to-end customer experience for all of Arvests existing and potential customers, which include individuals and business owners. They are an expert and educator in customer experience design and implementation, frequently presenting insights and providing expert advice on the subject across the company. The CX Design function is part of Arvests design center of excellence, EXP, also home to User Experience (UX) Design, Research, and Innovation. EXP rolls up to the Chief Product & Innovation Officer (CPIO).
What Youll Do at Arvest: (Other duties may be assigned.)
? Lead and execute CX Strategy, Design Research, and Service Design throughout the solution lifecycle (problem definition through solution design and measurement) in partnership with cross-functional team members.
? Implement customer-centricity across the company through design frameworks and methodologies, including but not limited to Archetype/Persona development, Journey Mapping, Storyboarding, Service Blueprinting, Jobs-to-be-done, Experience Principles, Experience Metrics, Prototyping, and Lean Experimentation.
? Design and facilitate cross-functional working sessions and workshops for strategic alignment and creative problem-solving.
? Understand and analyze all aspects of our omnichannel banking experienceincluding digital, in-person, over-the-phone, and mailed touchpointsto identify opportunities to attract, acquire, and retain loyal customers.
? Leverage and contextualize insights from Voice of Customer (VOC) surveys, marketing and performance data, and research programs to monitor overall journey health.
? Support the Director of CX Design in developing and socializing target experiences and incorporating those as outcomes into roadmaps.
? Integrate Design Research methods such as ethnography, contextual enquiry, participatory design, card sorting, and other activities selected to meet specific research goals.
? Perform analysis and data visualization following research studies to communicate actionable findings and inform solution requirements.
? Consistently report effective content to all levels of the organization (which may include senior leaders and members of Arvests C-suite) and know when to balance polish and scrappiness.
? Create and train on the utilization of meaningful experience metrics and dashboards, thereby accommodating stakeholders\' needs to make results consumable and useful across the business.
? Inspire, foster, and mentor colleagues who are interested in CX and Service Design, Design Thinking, Customer Journey Mapping, empathy-building and/or customer research as skills and practices.
? Understand and comply with bank policy, laws, regulations, and the bank\'s BSA/AML Program, as applicable to ones job duties. This includes but is not limited to: complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations; and report any suspicious customer and/or account activity.