Home / Jobs

Lucid Technologies Inc

The Logical Solutions

CX Journey Specialist
Job Title:  CX Journey Specialist II
Location:  Charlotte, NC

**This position will be hybrid. The selected resource will report to the ACC on Tuesday, Wednesday and Thursday (these are the 3 days UX employees are in the office)** Top 3 Skills: • Journey Mapping: Create current state and future state journey maps to map customers’ thoughts, feelings, and actions as they use products and services in the real world. To document journeys from an end-to-end perspective • Personas: Have created or utilized personas to support story telling and representation of the customer POV • Facilitating and Session Planning: Experience planning sessions including activities to achieve goals of the stakeholders and then facilitating the session and creating an appropriate output

Please ask them the skill matrix questions 

CX Journey Specialist II
Customer centricity is part of our DNA at Ally. We are in search of a Customer Experience Journey Specialist who will build current and future state customer journeys leveraging insights from quantitative and qualitative research sources and by designing and facilitating working sessions.  
This role is part of the Customer Experience (CX) & Usability team.  You will collaborate with cross-functional teams across all Ally lines of business to drive better customer experiences. 
Job Responsibilities  
Your challenge:  
Work with partners to find and deliver opportunities to create a better digital customer experience that will drive desired business outcomes and customer satisfaction. 
• Collect information from CX researchers, consumer insights & innovation, voice of customer, analytics, and market research teams to synthesize quantitative and qualitative data to support the development of journeys 
• Create compelling visual representations of the current-state and future-state cross channel end-to-end experience for consumption by product and design teams highlighting current state opportunities, the future state, or imagined net new experience 
• Identify existing quantitative and qualitative research to review, analyze and leverage as you build knowledge of current state experience from the customer perspective 
• Assists projects by working directly with stakeholders, collaborating with the journey manager and other journey specialists 
• Work with design teams to envision, execute, and build future state journeys to support leadership buy-in and change 
• Seeks to understand partner needs and ensures engagements are scoped and executed in a manner that provides actionable results 
• Identify gaps in understanding and define new research needed to round out understanding of current state experience and customer needs 
• Build and utilize personas for use across the organization 
• Assist with the refresh of personas using primary and secondary data 
• Socialize and evangelize use of personas with work teams and leadership 
• Digital experience design and digital experience evaluation  
• Experience creating and using current state or future state journey maps 
• Working session planning and facilitation  
• Experience leveraging data and metrics to tell a story and drive decisions with partners 
• Skilled at interpreting, analyzing and synthesizing qualitative and quantitative insights  
• Can conduct discovery research (market/industry, analytics, competitive) 
• Familiarity with tools such as InVision, Miro, Mural, Figma 
• Strong verbal communicator  
You are: 
• Proactive, self-starter 
• Analytical and creative 
• A collaborative team player, but also comfortable working alone sometimes 
• A problem solver, adaptable 
• A good storyteller 
• Happiest when you are driving change and making a difference 
• Curious, active listener, good at asking the right questions 
• Able to simplify the complex 

Digital experience design and digital experience evaluation; Experience creating and using current state or future state journey; Working session planning and facilitation; Experience leveraging data and metrics to tell a story and drive decisions with; Skilled at interpreting, analyzing and synthesizing qualitative and quantitative; Can conduct discovery research (market/industry, analytics, competitive); Familiarity with tools such as InVision, Miro, Mural, Figma; Strong verbal communicator

Skill Matrix
Journey Mapping 4-5 years
Personas, Facilitation 0-3  years
Session Planning 0-3  years

Bachelors (Masters preferred) in User Experience Design, Human Computer Interaction, Human Factors, Business, Psychology, Cognitive Science, or other related disciplines. 2-5 years in customer experience and research  

Thanks & Regards,
Manala Priyanka
US IT Recruiter
Lucid Technologies Inc
Email: priyanka.m@lucidtechinc.com
W: www.LucidTechINC.com