Senior Service Designer - US Remote Eligible
Company: EDWARD JONES
Location: Florissant
Posted on: January 10, 2022
Job Description:
At Edward Jones, we help clients achieve their serious,
long-term financial goals by understanding their needs and
implementing tailored solutions. To ensure a personal client
experience, we have located our 14,000+ branch offices where our
more than 7 million clients live and work.
A typical branch office has one financial advisor who meets with
clients face-to-face and one branch office administrator who
enhances the team's ability to build deep relationships with
clients. Headquarters associates in St. Louis and Tempe provide
support and expertise to help U.S. and Canada branch teams deliver
an ideal client experience. Edward Jones currently has more branch
offices than any other financial services firm, and we continue to
grow to meet the needs of long-term individual investors.Senior
Service Designer
Firm Strategic Enablement
The Firm Strategic Enablement Office at Edward Jones partners with
teams across the firm to design and deliver on service promises to
Edward Jones branch teams and clients.
Within the Firm Strategic Enablement office, the Enterprise
Services team(ES) is a cross-disciplined group that is helping to
drive transformation across Services and the broader firm. We use a
variety of methodologies, tools and capabilities to drive
large-scale change.
As a Senior Service Designer within ES, you will play a critical
role in realizing the firm 's goals to efficiently and effectively
deliver world-class experiences that meets our client 's financial
goals. Your expertise will be used to uncover internal/external
user needs to identify and improve processes using voice of the
customer, user research, design thinking, lean six sigma and
business architecture. You will partner with business, technology,
risk, data and platform subject matter experts from across the firm
to help define the product & Services vision that delivers value
and aligns with the firm 's strategic outcomes.
What you are good at
Service Design and Business Architecture
Has broad understanding of solutions,
best practices, multiple business processes, technology designs
across multiple product/technology families to analyze customer
business needs. Working reciprocally with business partners and
Subject Matter Authorities across business and technology teams in
order to accurately and completely document processes and service
journeys, both current and future state You are confident using
virtual whiteboarding tools such as Mural as well as in-person
whiteboarding responsible for engaging with strategic
customers/stakeholders to assess and design You are key member of a
team with a technical background and competencies in development,
integration, solution architecture.? You will conduct discovery
workshops, assess cultural, structural, and business functions
while translating these findings for a solution build for scale and
flexibility
Researching and documenting business
rules, applications, data use & risks Develop service blueprints,
workflows, wireframes, prototypes, and other design deliverables.
Mentor and coach others on Service Design capabilities and how it
translates into business results & outcomes. User Experience
Understanding and documenting the
lifecycle of a client request from initiation to completion by
conducting interviews, observing operations and service
representatives, collecting and analyzing operational and customer
data, and assessing current state process documentation
Learning how our branch teams use our
tools to serve our clients and advisors and finding opportunities
to improve processes and reduce or remove difficult points and
automation blockers Using UX and process metrics such as cycle
times, task analysis, internal NPS and survey data to quantify
opportunities Process Analysis and Fact Based Experience Design and
Development
Working with business partners and
SMEs to define current state by creating and compiling current
state fact base including process maps, difficult points, manual
requirements/interventions (dependencies for automation),
cross-platform initiatives, and operational data Identifying and
prioritizing process improvement opportunities - identifying
current state improvement opportunities aligned to program levers
(automation, digitization, efficiency) and facilitating
prioritization among partner team by expected impact and level of
effort.
Superior analytical capabilities and
the ability to lead multiple large-scale projects/programs.
Excellent problem-solving skills to find reciprocal solutions that
solve root causes Superior communication skills, both written and
verbal, as well as the ability to develop concise and effective
communications tailored to specific audiences Process
Transformation
Using Design Thinking & Lean Six
Sigma methodologies with our Subject Matter Experts and Technology
partners to clearly define the problem and then collectively build
a -future state - solution Rethinking and reimagining holistic
experiences by driving for detailed solutions, focusing on redesign
for automation and straight-through processing while delivering
measurable value for our clients and advisors Ensuring that the
-future state - aligns to Key Performance Indicator 's that deliver
on the broader strategic goals Modeling impacts/business case
development for prioritized opportunities - estimating expected
financial benefits of implementing Smart Processing improvements in
priority areas What you 'll produce
Strategy Roadmaps- craft innovative,
forward looking strategies while clearly defining the path forward
to achieving business outcomes, leading to changes to strategy,
policies, processes, people, governance, and partnerships. Work
with various Program & Product teams to create a strategic roadmap
that aligns future state features that deliver measurable value for
the business Current State Process maps and/or Service Blueprints
to define the current state and align partners on key moments,
problem identification and points of integration. Empathy and
Journey maps to identify key moments/jobs to be done, support
exchanged views of the end-to-end process and drive client journey
in the overall experience design. Key Responsibilities
Plan and manage the design research
activities (research strategy, ethnographic based user research,
secondary research, UX research -) collaboratively with the team.
Plan and execute system mapping, customer journeys, scenarios and
service specifications. Analyze research data identifying and
generating meaningful insights and behavioral patterns. Work
closely with researchers, visual and user experience designers
contributing to the improvement of the design quality and final
user experience. Define and structure Statement of work
deliverables consistent with project goals.
Create presentations and design
strategy documentations. Manage user research and service design
process, drive decisions, track issues, and assist in estimating
resource, needs and schedules. Collaborate with product owners and
leaders to drive product strategy and the development roadmap.
Position Qualifications
Minimum of 5+ years experience
designing complex service design systems for multiple touchpoints
projects. Minimum Bachelor degree in service design, business
design or a related design discipline. Masters degree design
discipline preferred. A background in visual and UX design. Strong
knowledge of user-centered design processes and passionate about
solving complex experience challenges.
Strong background in service and
strategic design. Strong skills in conducting and synthesizing
research, insights and findings.
Keywords: EDWARD JONES, Florissant , Senior Service Designer - US Remote Eligible, Other , Florissant, Missouri
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