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Job Description

Role Purpose:
The role is responsible for enhancing the customer experience across key touchpoints across our assets. The role’s primary focus will be designing ways to support a more seamless, intuitive, and engaging experience that exceeds our tenants and consumers’ expectations.
Role Details – Key Responsibilities and Accountabilities:
Collaborate closely with stakeholders to understand business objectives and shopper needs, translating them into captivating service design concepts.Strong design research skills: Ability to conduct in-depth design research to understand customer needs, perform competitors analysis, identify pain points and behaviors to continuously refine designs and ensure outstanding shopper experiences, initiatives and identify areas for optimizationJourney 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: Develop clear service blueprints and customer journey maps that guide the creation of compelling, shopper-friendly experiences.Think through complex interdependencies, including ways to leverage technology partners and engage channel specialists.Facilitate working sessions with client teams to prioritize customer flows and identify the “backstage” actors and technology.Employ a comprehensive approach, balancing business requirements with customer expectations to create well-rounded solutions.Utilize your strong communication skills to effectively convey design concepts to cross-functional teams.Apply design thinking principles and stay attuned to industry trends and emerging practices, infusing innovative ideas to elevate CX design strategies.Strong design visualization skills to effectively communicate and present concepts to cross-functional teams. 
Functional/Technical Competencies:
Expertise in service design tools including Service Blueprinting and Customer Journey Mapping.Solid grounding in user-centered design principles and the ability to translate them into comprehensive, customer-friendly experiences.Thoughtful portfolio showcasing a diverse range of projects highlighting your design process, creative problem-solving skills, and application of design thinking.Strong communication skills, both visual and verbal, enabling you to effectively convey design concepts to cross-functional teams.Familiarity with agile development methodologies is an advantage, and experience in retail or shopping environments is a plus. 
Personal Characteristics and Required Background:
Minimum Qualifications/education:Bachelor’s degree in Design, Service Design, Human-Computer Interaction, or related field (or equivalent practical experience). Minimum experienceDemonstrated proficiency (3+ years) in customer experience (CX) or service design, with a focus on holistic experience enhancement.