Customer Journey Design Lead

POSITION: Customer Journey Design Lead

Position Summary:

At Cambridge Savings Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. We are committed to exceeding expectations and having a strong commitment to diversity.Are you passionate about creating exceptional customer experiences? Do you enjoy building structure from scratch and uncovering opportunities to turn ideas into real, customer-focused solutions? We're seeking a Customer Journey Design Lead who will orchestrate the strategy, design, and execution of Cambridge Savings Bank's customer journey across channels, segments, or verticals. In this highly cross-functional role, you will shape future customer journeys and translate business objectives into journey frameworks firmly rooted in customer experiences to push the boundaries of what's possible.

Key Result Areas:

* Design and orchestrate customer experience journeys, using journey mapping techniques, ethnographic research, personas, data, customer pain points/feedback, and UX research, to deliver exceptional and consistent omni-channel experiences

* Identify opportunity segments or journeys and help prioritize them based on customer current pain points as well as future needs and trends

* Influence the evolution of our product and design strategy by working closely with Product, UX Designer, Marketing, and Business Owners to ensure that the business processes and product requirements are identified, prioritized, and tracked to support the customer journeys

* Design and facilitate workshops and design sprints with cross-functional teams to facilitate collaboration and innovation

* Build and lead the UX research program to inform the product and design decisions and deliver continuous improvement based on customer insight and data

* Foster and drive customer-centric decision-making throughout the organization that are centered around customer journey as a whole and cumulative experiences beyond specific interaction, products or business lines

* Perform additional duties as required

Qualifications:

* Bachelor's degree preferred

* A customer/user advocate with a proven track-record building customer-centric solutions in multi-channel environments with strong digital channel experience

* 7+ years' experience in customer experience/journey design & management, user experience research, human-centered design, service design or similar role

* Hands-on experience with designing customer experience journeys from scratch and helping translate customer requirements in process maps or service blueprints

* Ability to process, analyze, and synthesize data from primary and secondary research, and operational data sources

* Experience driving cross-functional collaboration at the enterprise level

* Expertise in innovative journey mapping/design techniques, UX research, and other quantitative and qualitative research methodologies

* Experience with financial services or other regulated industries is a plus

* Excellent written and verbal communication skills

* Confident working autonomously and independently owning and driving initiatives

* Excellent project management skills, highly organized with meticulous attention to detail

* Proficient in Microsoft Programs, UX research platforms (e.g., UserTesting), and other digital platforms used in journey designs (e.g., Figma, Canva, Miro, Visio, Adobe Illustrator, etc.)

The above description covers the most significant major responsibilities but does not exclude other occasional responsibilities and accountabilities, the inclusion of which would be in conformity with the major purpose of this job.

Location: Hybrid/Waltham, MA Salary Range: $112,000 - $145,000

The reasonably estimated salary for this role at Cambridge Savings Bank ranges from $112,000 - $145,000. Cambridge Saving Bank will determine actual compensation for the role based on factors including, but not limited to, the successful candidate's skills, qualifications, and experience. In addition, Cambridge Savings Bank offers a wide range of comprehensive and inclusive employee benefits for full-time roles including healthcare, parental planning, mental health benefits, performance bonus opportunities, a 401(k) plan and match, flexible time off, and others.

About Cambridge Savings Bank:

Cambridge Savings Bank is a full-service banking institution with over $7 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers, and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services across a robust Massachusetts-based branch network and through digital banking solutions for commercial, small business and consumer customers. To learn more about how we can meet your needs, visit us at cambridgesavings.com, or better yet, come meet us to help you make the most out of your banking relationship. Member FDIC. Equal Housing Lender. NMLS # 543370.