Customer Experience - Senior Service Designer - Mutual of America Life Insurance Company

Mutual of America Financial Group

Job Title: Customer Experience – Senior Service Designer

Location: Boca Raton, FL

Who We Are:

At Mutual of America Financial Group (“Mutual of America”), our mission is to “help people build the assets they need to achieve greater financial security.” Our mission is built upon a strong foundation of integrity, excellence, and social responsibility. Since 1945, we have specialized in providing small and mid-sized not-for-profit organizations and companies with pension– and retirement-related services, along with leading customer support. We work diligently to understand the needs of plan sponsors. We provide them with competitively priced solutions so they can help their employees achieve their financial planning goals.  

We’re committed to bringing talented and motivated people together to help our customers plan for a financially secure future.

Role Summary:

The Design Strategist / Service Designer will utilize Design Thinking and traditional Design Strategy methods to execute research-driven projects resulting in product, service, and business opportunities. Through empathy, visualization, synthesis, and creativity the ideal candidate will be essential in framing and helping to solve complex business problems. Experience with standard Service Design and Design Strategy tools is important to this role.

The Design Strategist / Service Designer will serve an important role on the Customer Experience team, which is organized into three functional areas: Research, Strategy, and Design. Comprised of passionate customer advocates, the CX team ensures that the customer is always front and center as Mutual of America continues its digital transformation and technology innovation efforts. Working with all aspects of the business through Design Thinking, CX focuses on measurable solutions to drive customer satisfaction and achieve business results. The position reports the to 2nd VP, Customer Experience.

The Design Strategist / Service Designer will have experience in:

• Business and Stakeholder interviews to frame problems/opportunities and define success
• Gather existing business and research inputs and determining if additional research is required
• Scope, design, conduct and synthesize additional Research as appropriate (if applicable)
• Synthesis and framing of all inputs (personas, archetypes, customer journey maps, mental models, touchpoint analysis, etc.) related to the problem/opportunity at hand
• Cross-functional Design Thinking Ideation workshop preparation, facilitation (leveraging inputs) resulting in new product(s)/service(s) or experience(s)
• Synthesis and prioritization of workshop output with cross-functional team
• Partnering with CX team members on execution of workshop output

Responsibilities:

• Support strategic customer experience projects that generate actionable insights to help business units better serve their customers
• Partner with internal stakeholders and CX team to translate business issues into well-defined scopes that can be executed on with the most appropriate customer experience methodologies.
• Collaborate with a team of cross functional CX, Business and Technical SMEs to help determine overall experience and support execution accordingly
• Support the optimization of departmental processes that address business needs and that ultimately yield an excellent and brand-appropriate customer experience
• Effectively and persuasively convey ideas, insights and recommendations in team discussions, stakeholder presentations, documents, etc.
• Use prototyping and other testing techniques to examine, evaluate and iterate upon ideas
• Partner with CX team on user testing activities
• Develop and maintain relevant design documentation
• Support the innovation process
• Support product/service/experience development in various phases

Required Qualifications:

• 5-7 years demonstrable experience in Service Design, Design Strategy or relevant fields
• Degree in Design, Psychology, Human Factors, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction preferred, or comparable work experience
• Experience with designing lean prototypes and stimuli that tease out latent needs with clients
• Ability to create, sell and execute Service Design, Design Strategy and Research approaches appropriate to the scope of a given engagement
• Experience with Design Research methods, techniques and tools
• Passion for qualitative learning about people and their motivations and behavior in the worlds they inhabit
• Comfortable working on ambiguous and multifaceted problems/opportunities with multidisciplinary teams in a dynamic environment
• Ability to comfortably switch between the details of the data and the bigger picture
• Ability to help synthesize research into clear insights that can persuade diverse internal partners of their relevance and importance
• Strong communication and relationship building skills
• Working knowledge of Figma and the Adobe Creative Suite (Photoshop, Illustrator, XD, InDesign, etc.)
• Experience in methods to convey ideas and concepts (e.g. storytelling, storyboards, mood boards, prototypes, etc.)
• Self-directed and motivated, able to work independently or as part of a team
• Social skills, with a confirmed ability to influence and build consensus across a broad range of backgrounds, social levels and personalities
• Good communicator with relevant verbal, written, interpersonal, technical and presentation skills
• Empathetic and effective listener

Preferred Qualifications:

• Financial services experience a plus

What we offer you:

• Competitive base salary
• Annual Bonus
• Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment
• 401(k) Match: You will be eligible to receive up to 9% of your pay (salary and incentive compensation) in company contributions. A non-elective employer contribution of 3%, plus a 100% employer match on employee contributions of up to 6% of pay.
• Parental Leave: 8 weeks fully paid
• Paid time off: 20 days plus two floating personal holidays
• Matching Gift Program: Mutual of America matches donations of $25 or more to your favorite organizations

Visit www.mutualofamerica.com/careers for additional details about life at Mutual of America. You can also follow us on Twitter: @mutualofamerica | Facebook: @mutualofamerica

Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law. #LI-JB1