Experienced Customer Experience Strategist and Digital Transformation Experience Design Lead – Crafting Exceptional User Experiences through Innovative Design and Research

Introduction to blithequark Imagine being part of a dynamic team that is revolutionizing the way companies interact with their customers. At blithequark, we are passionate about creating exceptional customer experiences that drive business success. As a global leader in customer engagement and business performance improvement, we have been helping Fortune 500 companies enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies for over 30 years. 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 Role We are seeking an experienced Experience Design Lead to join our team of innovators. As a key member of our Experience Design team, you will play 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. Your passion for crafting exceptional customer experiences and your ability to thrive in a fast-paced environment will make you a valuable asset to our team. Key Responsibilities Conduct customer and employee research, including research plans, recruitment, interviews, workshops, and more Demonstrate expertise with a wide variety of research methods, such as interviewing, workshops, surveys, and qualitative research Produce discussion guides, personas, customer journey maps, and service blueprints Analyze and synthesize complex data to form aggregate insights, enabling idea finding, problem definition, and opportunity finding for products and services Identify user insights, needs, and suggest opportunities that span experiences, businesses, and technologies Envision and design a future state "north star" experience based on workshops and iterative customer research Write executive-level reports that clearly articulate research insights and recommendations Maintain constant and open communication with key team members Build trusted client relationships through proactive account management and exceptional project delivery Develop an analytic approach, documenting tasks, and managing timelines for new and existing clients in support of consulting projects Essential Qualifications To be successful in this role, you will need to have: 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 5+ years of conducting 1:1 research interviews 5+ years of working on experiences that include extensive digital solutions (omni-channel, self-service, AI bots, etc.) 8+ years of CX or UX research experience A minimum of a BA/BS degree in Psychology, Human Factors, Sociology, Anthropology, HCI, Interaction Design, Communication Design, Market Research, or equivalent experience 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 Experience working in a fast-paced environment High comfort with ambiguity Experience using Figma Preferred Qualifications While not required, the following qualifications are preferred: Master or PhD degree in Psychology, Human Factors, HCI, Interaction Design, Communication Design, Architecture, or equivalent experience Design Thinking Certification from an accredited institution Experience with a broad range of research methodologies (qualitative and quantitative techniques) and understanding the right balance between the two Strong grasp and qualitative data analysis Experience using Mural Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong research and analytical skills Excellent communication and interpersonal skills Ability to work independently and as part of a team Strong problem-solving and creative thinking skills Ability to manage multiple projects and priorities Strong attention to detail and organizational skills Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As an Experience Design Lead, you will have access to: Professional development and growth opportunities Training and certification programs Mentorship and coaching from experienced professionals Opportunities to work on diverse and challenging projects A collaborative and dynamic work environment that encourages innovation and creativity Work Environment and Company Culture Our work environment is fast-paced, dynamic, and collaborative. We value innovation, creativity, and diversity, and we are committed to creating a workplace that is inclusive and supportive of all employees. As an Experience Design Lead, you will be part of a team that is passionate about creating exceptional customer experiences and driving business success. Compensation, Perks, and Benefits We offer a competitive salary and benefits package, including: Flexible work arrangements, including remote work options Recognition and rewards for outstanding performance Opportunities for professional development and growth A collaborative and dynamic work environment Access to the latest tools and technologies Conclusion If you are a seasoned Experience Design Lead with a passion for crafting exceptional customer experiences, we invite you to apply for this exciting opportunity. As a key member of our Experience Design team, you will play a pivotal role in shaping the future of customer experiences for our clients. With your expertise in customer and employee research, design thinking, and digital transformation, you will be able to drive business success and create exceptional customer experiences. Apply now to join our team of innovators and take your career to the next level. How to Apply To apply for this role, please submit your application, including your resume and a cover letter, through our website. We look forward to reviewing your application and discussing this opportunity further. Apply for this job