Insights and Experience Design Lead

We are on our quest to be the greatest services provider in the mortgage services industry - transforming the landscape of home loan services from the inside out. Join our internal innovation team as a foundational player to help evolve the way we approach our products, services, and culture. If you are experienced, energetic, collaborative, a ninja of your craft, and motivated to drive change, we would love to talk with you.

GET IN ON THE GROUND FLOOR

We are on a journey with grand aspirations. You will be a key player in laying the CX foundation to keep a 100+ years+ services organization on path to greatness.

SMALL TEAM, HUGE IMPACT

We are a small team with a mighty voice. You will have a unique opportunity to craft the blueprint for a range of future products, services, experiences AND choreograph how teams bring them to life.

HONE YOUR CULTURE CRAFT

We keep one eye on the “What?” and one eye on the “How?”. You will hone your culture craft by piloting teams in new ways of working, seeing, and thinking.

Role Description:

We are seeking a collaborative, customer-obsessed, outcomes-oriented Insights + Experience Design Lead to join our team. Are you as passionate about uncovering stakeholder insights as you are about framing future experiences? This role is a unique opportunity to help shape an internal CX capability from the ground up. Collaborating closely with the Head of Innovation Culture, you'll be a foundational pillar of our growing team, responsible for leading stakeholder insights research and experience strategy across a range of stakeholder journeys and team-based design challenges. You will pilot cross-functional teams through process stages from insight building, opportunity framing, conceptualization, and pilot prototyping. You will be instrumental in igniting design strategy across the Dovenmuehle organization.

Responsibilities include, but are not limited to:

• Lead CX-centered Innovation projects ranging from the incremental to transformative.
• Lead team-based stakeholder insights efforts: including defining objectives, scoping and conducting research, synthesis of learnings and insights, etc.
• Develop engaging narratives and frameworks to guide vision and design intent in compelling ways.
• Lead shaping of future experiences, service concepts, and cultural aspirations.
• Train business partners in how to deploy Innovation mindsets and methodologies in practice - learn by doing.
• Support adoption of CX strategies and downstream translation into services, products, and new cultural norms.
• Harvest external inspiration to drive thought leadership across Dovenmuehle.
• Serve as ambassador of CX-led innovation with teams across Dovenmuehle.

Required Qualifications:

• Bachelor’s degree is required; Master’s in Design Research, or Behavioral Science, is preferred.
• 5+ years of relevant experience leading teams employing Design Thinking, Journey Transformation, and/or Experience/Service Design.
• Expert subject matter expertise in research methods, design strategy, and/or customer experience (CX) methodologies.
• Ability to lead multidisciplinary teams and support for each individual’s style and growth.
• Initiative to work independently and collaborate easily/productively with teams.
• Ability to direct, align, inform, and influence senior leaders and others.
• Superior interpersonal, team building and communication skills.
• Ability to take complex subject matter and distill it into rudimentary language.
• Ability to craft clear and engaging communications, with proficiency and knowledge using Adobe CSS, Miro/Mural, and Microsoft Office Suite.
• Experience developing and applying insights within highly regulated product and service systems.
• Ability to work effectively remotely with some domestic travel.
• Fluency in applying human-centered design process in business, including seeking outside inspiration, building to think, and balancing constraints.

Physical Demands and Work Environment:

• The employee is regularly required to communicate (give/receive information) through multiple methods of communication. The employee is frequently required to stand or walk (or otherwise move through the organization); sit; use hands to type, write, handle or feel and reach with hands and arms. The employee may occasionally climb or balance; stoop, kneel, or crouch; or lift and/or move up to 25 lbs. The noise level is usually moderate and typical of an office environment. The employee may be required to use a variety of standard office equipment, including computer keyboards and monitors, phones, printers, etc.
• In accordance with applicable disability laws, Dovenmuehle works with applicants and employees to make reasonable accommodations to the job or work environment when doing so will enable a qualified individual with a disability to satisfactorily perform the essential functions of the job.