Senior Director, Customer Experience (CX) Design

Job Requisition ID #

22WD65109

Senior Director, Customer Experience Design

We are looking to hire a Senior Director of Customer Experience Design reporting to the VP of Experience Design within the Digital Experience & Customer Empowerment (DXC) organization. The DXC team is responsible for ensuring delivery of a seamless digital experience across the full customer life cycle from discovery to onboarding to using our products. Our experience team partners with marketing, sales, customer success, legal, engineering, product management, analytics, user research/insights and others to achieve success together.

This is a critical executive role to help scale and continue to expand on our customer experience capabilities- helping to drive our customer and business outcomes. S(he) will help drive cultural change and improvement of our end to end digital cx design approach, techniques and tools within a culture that cares deeply about our customer experience.

S(he) will operate as a strategic leader and manage a team of CX specialists to leverage the customer voice and ensure teams deliver a seamless differentiated E2E customer experience. S(he) will help drive aligned understanding of customer needs across functions to ensure the CX vision, strategy and portfolio continually achieves greater customer satisfaction and ultimately brand loyalty.

This role is a trusted advisor to senior leadership and will focus on strategy, operational efficiency, and organizational alignment. This includes managing and driving the service design process to ensure rapid data-informed decision making, coordinated E2E execution, and visibility to key initiatives within the team all while incorporating the Autodesk Culture. Candidates need to demonstrate a successful history of challenging the status quo, driving team collaboration across different business units, developing cx strategy and realization plans, and staff development. Must be passionate about contributing to an organization focused on continuously improving consumer experience through data.

Key Attributes

• A strategic thinker to design the future: Proven ability to develop and lead execution of successful self-service experiences aimed at decreasing customer effort. Experience with CX Strategic thinking and experience design principles. You have the ability to clearly understand and envision the full end-to-end customer experience. This includes development and design of customer experience strategies, journeys and workflow mapping, and analyzing data specific to VOC and VOE.
• An expert in customer journey design: Passionate about providing customers an effortless experience at every touchpoint. Experience with UX design thinking - understands the principles of good user experience and can apply those to product flows across web, mobile and other channels.
• Process and data driven: Knowledge of process improvement methodologies. Passionate about taking a data-driven and human-centered approach that leverages research-based insights, experimentation, and data-informed decision making. Able to distill complex analyses and present a compelling vision for change.
• A proven people leader: Build, lead and develop a team of CX experts with the skillsets needed to deliver your cx strategy, iterate and improve it
• Globally minded and comfortable with huge scale: Experience working within a globally distributed organization and large scale teams
• Strong stakeholder management and influencing skills to ensure a cohesive customer journey: Establish cross-functional team effort to deliver goals ranging from content optimization to inventing new digital experiences. Track record of managing large, global, and cross-functional initiatives. Proven capabilities to build trust and orchestrate effective collaborations with various stakeholders to shape E2E experience strategies and customer experience outcomes.

Responsibilities

• With a customer mindset and business focus, identify and prioritize cx opportunities along the various digital touchpoints to deliver continuous improvement across the phases of the customer journey as measured through customer effort (CES) and loyalty (NPS)
• Leveraging customer insights and executing a feedback process that regularly meets with customers and prospects for actionable information about what they need, want, and expect across the entire e2e journey
• Develop short and long-term cx strategies in partnership with senior team members and provide the leadership necessary for the successful coordination, development, and execution of that strategy
• Directly responsible for various audience experiences (personas), process flows, and related activities to ensure our e2e experiences align with brand and stakeholder expectations
• Able to orchestrate experience harmony across the entire e2e customer journey with deep knowledge of Visual Design, Service Design, User Experience, Brand Management
• Building user journeys, identifying pain points and opportunities to envision brand experiences across the entire digital journey
• Create artifacts as reusable tools to create internal alignment with key relationships (e.g. current and future state journey maps, service blueprints, future state concepts, personas and mindsets)
• Establishes goals and metrics for gauging E2E customer experience, including operationalizing NPS/CES and identifying key experience indicators based on desired customer outcomes
• In partnership with other leaders, continually optimizes key customer-facing processes that are both differentiated and scalable

Required Experience

• Bachelor's degree in design, experience, or related field
• 12 + years of experience with user experience design, cx design, and service design
• 8+ years of experience with Design Thinking, Service Design, Design Strategy, user-centered design methodologies
• 5+ years of experience leading a team of designers, experience coaching, and mentoring designers
• Strong interpersonal and leadership skills to influence across the organization
• Demonstrated ability to influence outcomes, build relationships, engage with key stakeholders inside and outside the organization to drive value
• Demonstrated thought leadership and the aptitude to think innovatively and creatively to develop differentiated customer experiences
• Ability to manage multiple projects simultaneously and ruthlessly prioritize to focus on most important items and must haves that maximize client value
• Deep expertise and proven track record in designing and executing CX or VoC programs in large enterprise
• Experienced in bringing the customer voice into the design and shaping the digital E2E experiences
• Knowledge of UX industry tools such as Sketch, InVision, Figma, Photoshop, InDesign, Illustrator, Zeplin, etc to create wireframes, mock-ups, and prototype is desirable
• Experience with Qualtrics or other customer insights platforms is a big plus
• Domain specific knowledge of CX/service design and a proven track record of building delightful and effortless digital experiences
• Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail
• Ability to absorb and process large amounts of information (from research or analytics) and synthesize into key insights and actionable recommendations
• Superior written and verbal communication skills with ability to develop compelling narrative and vision of desired future state for different audiences
• Strong presence and ability to work collaboratively in an Agile environment, and with cross-functional and distributed teams
• Ability to influence executives and peers to make compelling cases for future experiences
• Ability to manage ambiguity and demonstrates resilience when faced with obstacles
• Bias for action, self-starter mentality and growth mindset

Click below to learn more about our benefits in the US.

https://benefits.autodesk.com/

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Salary is one part of Autodesk's competitive package. For U.S.-based roles, we expect a starting base salary between $196,900 and $318,450. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, we also have a significant emphasis on annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.