This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4314864
The Customer Experience (CX) Architect at Arvest is charged with
championing the complete end-to-end customer experience for all of
Arvests existing and potential customers, which include individuals and
business owners. They are an expert and educator in customer experience
design and implementation, frequently presenting insights and providing
expert advice on the subject across the company. The CX Design function
is part of Arvests design center of excellence, EXP, also home to User
Experience (UX) Design, Research, and Innovation. EXP rolls up to the
Chief Product & Innovation Officer (CPIO).
What Youll Do at Arvest: (Other duties may be assigned.)
? Lead and execute CX Strategy, Design Research, and Service Design
throughout the solution lifecycle (problem definition through solution
design and measurement) in partnership with cross-functional team
members.
? Implement customer-centricity across the company through design
frameworks and methodologies, including but not limited to
Archetype/Persona development, Journey Mapping, Storyboarding, Service
Blueprinting, Jobs-to-be-done, Experience Principles, Experience
Metrics, Prototyping, and Lean Experimentation.
? Design and facilitate cross-functional working sessions and workshops
for strategic alignment and creative problem-solving.
? Understand and analyze all aspects of our omnichannel banking
experienceincluding digital, in-person, over-the-phone, and mailed
touchpointsto identify opportunities to attract, acquire, and retain
loyal customers.
? Leverage and contextualize insights from Voice of Customer (VOC)
surveys, marketing and performance data, and research programs to
monitor overall journey health.
? Support the Director of CX Design in developing and socializing target
experiences and incorporating those as outcomes into roadmaps.
? Integrate Design Research methods such as ethnography, contextual
enquiry, participatory design, card sorting, and other activities
selected to meet specific research goals.
? Perform analysis and data visualization following research studies to
communicate actionable findings and inform solution requirements.
? Consistently report effective content to all levels of the
organization (which may include senior leaders and members of Arvests
C-suite) and know when to balance polish and scrappiness.
? Create and train on the utilization of meaningful experience metrics
and dashboards, thereby accommodating stakeholders\' needs to make
results consumable and useful across the business.
? Inspire, foster, and mentor colleagues who are interested in CX and
Service Design, Design Thinking, Customer Journey Mapping,
empathy-building and/or customer research as skills and practices.
? Understand and comply with bank policy, laws, regulations, and the
bank\'s BSA/AML Program, as applicable to ones job duties. This includes
but is not limited to: complete compliance training and adhere to
internal procedures and controls; report any known violations of
compliance policy, laws, or regulations; and report any suspicious
customer and/or account activity.