Digital CX Designer

Job Title: Digital CX Designer

Duration: 12 months (contract)

Location: Hartford, Connecticut Hybrid

Key Skills : User Experience Design (UX), Education and Professional Experience, Project Management, Strong visual design aesthetic and Bilingual ( Knowledge of a variety of design tools (e.g., Adobe Suite, Miro, Microsoft Office Suite, etc.)

Nice-to-Have Skills • Bilingual • Strong visual design aesthetic • Experience with community-based and participatory design • Experience working in the social impact space on complex service challenges

Primary Duties

Human-Centered Research

• Use Human Centered Design based innovation approaches (involving technology, policies, processes around redesigning services) to identify the root causes of civic challenges and explore the perspectives of residents, community groups, and various internal and external stakeholders.
• Organize, support, and execute generative and evaluative experience design research activities.
• Work collaboratively with researchers across cross functional teams and disciplines.
• Collaborate with various program areas, internal and external stakeholders, the public, and various agencies to conduct research.
• Lead workshops/facilitation sessions and user engagement activities to gather information from residents, clients, people with lived experience, community groups, and other stakeholders.
• Collaborate with research participants, the public, and community stakeholder to understand individual personas, customer journeys, and personal situations.
• Collect and analyze user behavior through qualitative contextual research (i.e., field visits, ethnography, surveys, benchmark studies, etc.).
• Design, develop, and administer questionnaires, surveys, data collection sheets, interview questions to gather information.

Synthesis & Communication

• Produces compelling and concise narratives and visual frameworks to drive comprehension of complex topics and concepts and persuade stakeholders (i.e; journey maps, service blueprints, process maps, etc.)
• Apply an understanding of qualitative and quantitative research methodologies by gathering, reviewing, and analyzing statistical data to make recommendations for process and analog improvements (i.e., handouts, templates, communications material etc.).
• Synthesize and evaluate data gathered through design research to uncover and successfully communicate root cause insights and generate corresponding design pillars.
• Analyze issues impacting the public, formulating research objectives, and designing and developing implementation strategies on project work.
• Advocate research findings to diverse audiences through written reports, presentations, and public channels.
• Converse in general back-end technological terms but also be able to simplify jargon into more digestible language for less-technical audiences.
• Provide support through the coordination of administrative research duties including note taking, documentation, taking pictures in-field, recruiting, screening, and scheduling research participants, working with transcribers, etc.
• Prepare background studies and briefing notes for projects and assignments.

Cross-Functional Support

• Collaborate with product, business, and technology teams, sharing design research insights and ideas to build proofs-of-concepts, prototypes, and service blueprints that solve business problems and create new opportunities (e.g., customer acquisition, improved customer experience, revenue generation).
• Makes recommendations on future stages of design phases based on research.
• Provide design research support through all product development iterations, ensuring research insights and customer needs are taken into consideration.
• Collect, analyze, evaluate, and interpret information/findings to develop recommendations for design and product improvement.
• Make recommendations on processes, policies, and data; track key performance indicators; and suggest improvement of services and operations, based on research findings, to ensure a seamless end-to-end customer experience.
• Support all design aspects and reviews wireframes and storyboards for digital products.

Practice-Building • Provide subject matter expertise in Human Centered Design approaches and research methods. • Ensure accessibility and inclusivity when engaging with stakeholders and research participants. • Share and teach others about design methodologies through formal and informal sessions such as lunch and learns.

Preferred Skills & Qualifications (other Desirable Qualifications) • A design-related degree or relevant industry experience • Knowledge of a variety of design tools (e.g., Adobe Suite, Miro, Microsoft Office Suite, etc.). • 3+ years of professional experience or a graduate degree • 3+ years managing project relationships with colleagues, clients, and project stakeholders