Customer Experience Designer

About This Role

Designing immersive programs and experiences for clients around the world is the core of this role within the EY Wavespace ASEAN team. The Experience Designer will bring the right people together, giving them the mindset and collaborative tools to think differently, in virtual, in-person, and blended sessions. This position suits a candidate with a strong understanding of design, client vision, and consulting experience.

Responsibilities

• Lead transformation experiences by using business design, behavioral science, gamification, and/or other frameworks to curate exceptional Wavespace experiences
• Ensure a consistent Wavespace design experience using approved methodologies and best practices
• Maintain oversight of the application of technology, session design process, and creative elements to ensure Wavespace experiences meet customer expectations (clients, account teams, and other internal EY teams)
• Interface day-to-day with Wavespace customers, taking accountability for all aspects of planning, scoping, design, and delivering Wavespace experiences, including facilitation
• Ensure a high-quality, seamless experience that engages all participants
• Oversee logistics, technical setup, and documentation upon close out
• Deliver successful simple to complex sessions across a wide array of industries
• Provide direction and performance feedback to the production team
• Work with internal EY teams to embed Wavespace into their growth plans and ensure the brand of Wavespace is embedded in their target accounts
• Support to build a strong pipeline of demand for Wavespace and deliver client results that lead to influenced sales
• Master all the domains of collaborative work, Design Thinking, knowledge management, and other underlying models that make up the Wavespace approach
• Lead the experience from the “front of the room” as a facilitator

Requirements

• Bachelor's Degree with more than 3 years of work experience in facilitation, Customer or User Experience Strategy / Research, Business Strategy, Product Design, or Design Planning
• Past experience should include consulting, CX Practice in a Fortune 500 firm, or agency in a media management or digital creative experience in a client-facing role
• Knowledge of design thinking techniques and the ability to solve complex business problems with simple, industry-leading experience and design solutions
• Experience translating business requirements and goals, end-user needs, and inputs from cross-functional teams into differentiated design solutions
• Experience that spans across facilitation, UX, business, operations, and design, comfortable talking to other business stakeholders, UX and visual designers, as well as technologists and developers
• Ability to quickly learn and navigate a complex organization, managing communications and interaction with a variety of different stakeholders
• Ability to act as an advocate in the strategic design process of projects, owning the overall experience design and execution, including leading the development of customer personas, journey maps, and roadmaps as part of the overall future state vision
• Passion and interest in leveraging technologies and translating design to curate unique Wavespace experiences
• Excellent facilitation and communication skills and enthusiasm for investigating and learning new facilitation techniques
• Experience using (and a passion for) interactive technology and collaboration tools (i.e. Murals)
• Experience with design thinking, system thinking, and service design
• Strong project and stakeholder management skills
• Ability to quickly understand different client objectives and use creative problem-solving skills to translate objectives into engaging workshops
• Be able to spot trends and interpret multiple signals across many parts of the business
• Strong business knowledge of one (or more) industry sector

Nice to have:

• Advanced knowledge of Adobe Creative Suite, Axure, InVision, Keynote, OmniGraffle, Sketch, or other design technologies
• Cross-functional experience working with both internal and 3rd party development teams and project management experience working with both creative agencies, brands, or in a consulting capacity
• Strong domain knowledge with breadth in a variety of complementary areas
• Strong evidence of strategies that have delivered valuable business results for clients
• People management experience with both project teams and individual direct reports
• Ability to foster an innovative and inclusive team-oriented work environment
• Experience in start-ups, SMEs, and fast-paced, dynamic environments
• Experience in prototyping, rolling out pilots, or ecosystem building

About the Company

EY is building a better working world by creating new value for clients, people, society, and the planet, while building trust in capital markets. Enabled by data, AI, and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy, and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network, and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories.