Experienced Customer Experience Strategist and Digital Transformation Leader – Experience Design Lead for Innovative Customer Engagement Solutions

Introduction to blithequark Imagine being part of a pioneering organization that is redefining the landscape of customer engagement and business performance improvement. At blithequark, we are passionate about crafting exceptional customer experiences that leave a lasting impact. As a global leader in our field, we have been perfecting the art of customer management for over three decades, helping Fortune 500 companies enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Our team of experts has handled billions of customer contacts annually, making us a trusted partner for ambitious, progressive companies from around the world. About the Experience Design Lead Role As an Experience Design Lead at blithequark, you will be a key member of our Experience Design team, playing a pivotal role in shaping the future of customer experiences for our clients. You will contribute to the research and design objectives by leveraging your expertise in customer and employee research, design thinking, and digital transformation. If you thrive in a fast-paced environment where innovation and creativity meet, we invite you to and take your career to the next level. Key Responsibilities Conducting customer and employee research, including research plans, recruitment, interviews, workshops, and more, to gain a deep understanding of user needs and preferences Demonstrating expertise with a wide variety of research methods, such as interviewing, workshops, surveys, and qualitative research, to inform design decisions Producing discussion guides, personas, customer journey maps, and service blueprints to visualize and communicate complex customer experiences Analyzing and synthesizing complex data to form aggregate insights, enabling idea finding, problem definition, and opportunity finding for products and services Identifying user insights, needs, and suggesting opportunities that span experiences, businesses, and technologies to drive innovation and growth Envisioning and designing a future state "north star" experience based on workshops and iterative customer research to inspire and guide our clients Writing executive-level reports that clearly articulate research insights and recommendations to inform business decisions Maintaining constant and open communication with key team members to ensure collaboration and alignment Building trusted client relationships through proactive account management and exceptional project delivery to drive long-term partnerships Developing an analytic approach, documenting tasks, and managing timelines for new and existing clients in support of consulting projects to ensure efficiency and effectiveness Essential Qualifications To be successful in this role, you will need: 8+ years of experience in user experience research, design research, product research, or the equivalent, with strong theoretical and practical knowledge of both qualitative and quantitative methodologies 5+ years of designing, planning, and facilitating live and virtual Design Thinking workshops to drive innovation and collaboration 5+ years of conducting 1:1 research interviews to gain a deep understanding of user needs and preferences 5+ years of working on experiences that include extensive digital solutions (omni-channel, self-service, AI bots, etc.) to stay ahead of the curve 8+ years of CX or UX research experience to inform design decisions and drive business outcomes A minimum of a BA/BS degree in Psychology, Human Factors, Sociology, Anthropology, HCI, Interaction Design, Communication Design, Market Research, or equivalent experience to provide a foundation for your work Experience with technical language, including being able to technical language specific to the client in the context of their business and coding the research data accordingly to ensure accuracy and precision Experience working in a fast-paced environment to thrive in our dynamic and innovative culture High comfort with ambiguity to navigate complex and uncertain situations Experience using Figma to create and communicate design concepts and solutions Preferred Qualifications While not required, the following qualifications will make you a stronger candidate: Master or PhD degree in Psychology, Human Factors, HCI, Interaction Design, Communication Design, Architecture, or equivalent experience to provide advanced knowledge and expertise Design Thinking Certification from an accredited institution to demonstrate your commitment to design excellence Experience with a broad range of research methodologies (qualitative and quantitative techniques) and understanding the right balance between the two to inform design decisions Strong grasp and qualitative data analysis to drive insights and recommendations Experience using Mural to facilitate collaboration and communication Skills and Competencies To succeed in this role, you will need to possess the following skills and competencies: Strong research and analysis skills to inform design decisions and drive business outcomes Excellent communication and presentation skills to effectively communicate research insights and recommendations Ability to work collaboratively in a team environment to drive innovation and growth Strong problem-solving and analytical skills to navigate complex and uncertain situations Ability to think creatively and outside the box to drive innovation and excellence Strong attention to detail and organizational skills to ensure accuracy and precision Career Growth Opportunities and Learning Benefits At blithequark, we are committed to helping our employees grow and develop in their careers. As an Experience Design Lead, you will have access to a range of career growth opportunities and learning benefits, including: Professional development and growth opportunities to advance your career and stay ahead of the curve Training and development programs to enhance your skills and knowledge Mentorship and coaching to support your growth and development Opportunities to work on complex and challenging projects to drive innovation and excellence Collaboration with a talented and experienced team to drive innovation and growth Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and innovative culture. As an Experience Design Lead, you will be part of a collaborative and supportive team that is passionate about delivering exceptional customer experiences. Our work environment is fast-paced and exciting, with a focus on innovation, creativity, and excellence. We offer a range of perks and benefits, including: Flexible work arrangements, including remote work options to support your work-life balance Recognition and rewards for outstanding performance to motivate and inspire you Opportunities for professional development and growth to advance your career A collaborative and dynamic work environment to drive innovation and excellence Access to the latest tools and technologies to support your work and drive innovation Compensation, Perks, and Benefits At blithequark, we offer a competitive salary and benefits package to attract and retain top talent. As an Experience Design Lead, you can expect: A competitive salary to reflect your skills and experience A comprehensive benefits package, including health, dental, and vision insurance to support your well-being A range of perks and benefits, including flexible work arrangements, recognition and rewards, and opportunities for professional development and growth Access to the latest tools and technologies to support your work and drive innovation A collaborative and dynamic work environment to drive innovation and excellence Conclusion If you are a seasoned Experience Design Lead with a passion for crafting exceptional customer experiences, we invite you to join blithequark and take your career to the next level. With our commitment to innovation, creativity, and excellence, we offer a unique and exciting opportunity to make a real impact in the world of customer engagement and business performance improvement. to and start your journey to success.