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Human Centric Design Director - Operational Excellence

Charlotte, North Carolina;

Job Description:

Operational Excellence is fundamental in driving responsible growth and defines how we manage the company. The Operational Excellence team improves processes across the Enterprise, focused on reducing risk, unlocking efficiencies, and changing how we operate.


The Human Centric Design Director will help to orchestrate the work effort of teammates and cross-functional business partners to apply Human Centric Design methods to assess solutions, identify opportunities for improvement and define effective solutions that improve operational performance, customer and employee experiences.  He/she will interface with Senior Leadership to frame critical problems, share conclusions, frame and socialize innovative ideas.


The winning candidate will demonstrate a combination of deep curiosity and empathy for customers and clients, service innovation, operations transformation acumen and project implementation.  He/she will bring a passion for human centric design and deep critical thinking.  He/she will collaborate with project teams to design and visualize solutions that deliver exceptional customer and employee experiences. He/she will demonstrate a proven ability to work collaboratively to bring ideas to life in a compelling way.

Core Responsibilities: 

  • Leads project team to execute significant bodies of work approaches that take working teams from opportunity identification to solution concept to design prototype to viable business solution with little oversight

  • Builds credibility and trust with business partners and Senior Leaders to unveil complexities and nuances of the business and its processes 

  • Executes clear, coherent and rigorous approach to lead working team from design challenge to opportunity identification by applying Human Centric Design, Design thinking, etc. 

  • Organizes, plans, and executes customer learning plans and/or ethnographic research plans to obtain deep qualitative insights around customer, client, and employee experiences

  • Defines analytical frameworks to identify, prioritize, structure, and solve complex business problems 

  • Leads the development of creative workshop and multi-day design sprints with key stakeholders; Plan and facilitate creative workshops 

  • Leads the conception and prototyping of concepts and future state customer journeys

  • Builds storyboards to conceptualize designs to convey solution to stakeholders and senior management

  • Coordinate collective feedback from business partners to co-create recommendations around people, process, and technology enhancements and quantifies benefits 

  • Produces implementation plans for new functionality or process improvements, including development of business cases, support of business training expansion and adoption activities 

  • Delivers presentations to business partners and Senior Leaders 

  • Leads a practice development area to progress overall team’s value proposition

Required Skills:

  • Strong communication and story-telling skills with the ability to translate complex ideas into easy-to-understand demonstratives

  • Strong business judgment and ability to deal with unstructured problems and drive optimal business outcomes

  • Excellent communication skills, including ability to effectively communicate complex and/or technical information as well as lead/facilitate discussions across various levels of stakeholders

  • Organized, result-driven, and able to work on multiples tasks with limited supervision 

  • Strong interest in conducting design projects leveraging various analytical techniques.    

  • Very strong project management skills, including ability to prioritize work and meet deadlines 

  • A high degree of creativity, empathy, passion, and problem-solving ability

  • Strong relationship/business partnering skills

  • Strong analytical, critical thinking and problem solving skills

  • Enjoys working in a fast paced environment with rapidly changing demands and priorities

  • Dedicated to driving, facilitating, and delivering high quality design outputs across multiple channels (digital, physical, human). 

  • A bachelor's degree in a related analytical field

Desired Skills:

  • Experience working through the entire design process from discovery to solution design using methods like observing, interviewing, empathizing, capturing insight, ideating, sketching, story boarding, diagramming, prototyping, and testing. 

  • Experience leveraging graphic design and user experience tools, such as Adobe Creative Suite, Sketch, InVision & Axure

  • Previous experience leading Design Thinking, Service Design, Experience Design and other human-centered design efforts.  A foundation in the overall human-centered design process and experience with methodologies and processes such as Design Sprints

  • Proven experience solving complex problems and designing world-class experiences for large-scale enterprise programs

  • 5-7+ years of experience in one or more of the following: Human Centric Design (UX/CX), Product/Service Innovation and Design, Business Transformation/Optimization. A foundation in the overall human-centered design process and experience with methodologies and processes such as Design Sprints

  • Experience with leading roles in enterprise level transformation or process re-engineering projects. 

Job Band:

H4

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Operational Excellence is fundamental in driving responsible growth and defines how we manage the company. The Operational Excellence team improves processes across the Enterprise, focused on reducing risk, unlocking efficiencies, and changing how we operate.


The Human Centric Design Director will help to orchestrate the work effort of teammates and cross-functional business partners to apply Human Centric Design methods to assess solutions, identify opportunities for improvement and define effective solutions that improve operational performance, customer and employee experiences.  He/she will interface with Senior Leadership to frame critical problems, share conclusions, frame and socialize innovative ideas.


The winning candidate will demonstrate a combination of deep curiosity and empathy for customers and clients, service innovation, operations transformation acumen and project implementation.  He/she will bring a passion for human centric design and deep critical thinking.  He/she will collaborate with project teams to design and visualize solutions that deliver exceptional customer and employee experiences. He/she will demonstrate a proven ability to work collaboratively to bring ideas to life in a compelling way.

Core Responsibilities: 

  • Leads project team to execute significant bodies of work approaches that take working teams from opportunity identification to solution concept to design prototype to viable business solution with little oversight

  • Builds credibility and trust with business partners and Senior Leaders to unveil complexities and nuances of the business and its processes 

  • Executes clear, coherent and rigorous approach to lead working team from design challenge to opportunity identification by applying Human Centric Design, Design thinking, etc. 

  • Organizes, plans, and executes customer learning plans and/or ethnographic research plans to obtain deep qualitative insights around customer, client, and employee experiences

  • Defines analytical frameworks to identify, prioritize, structure, and solve complex business problems 

  • Leads the development of creative workshop and multi-day design sprints with key stakeholders; Plan and facilitate creative workshops 

  • Leads the conception and prototyping of concepts and future state customer journeys

  • Builds storyboards to conceptualize designs to convey solution to stakeholders and senior management

  • Coordinate collective feedback from business partners to co-create recommendations around people, process, and technology enhancements and quantifies benefits 

  • Produces implementation plans for new functionality or process improvements, including development of business cases, support of business training expansion and adoption activities 

  • Delivers presentations to business partners and Senior Leaders 

  • Leads a practice development area to progress overall team’s value proposition

Required Skills:

  • Strong communication and story-telling skills with the ability to translate complex ideas into easy-to-understand demonstratives

  • Strong business judgment and ability to deal with unstructured problems and drive optimal business outcomes

  • Excellent communication skills, including ability to effectively communicate complex and/or technical information as well as lead/facilitate discussions across various levels of stakeholders

  • Organized, result-driven, and able to work on multiples tasks with limited supervision 

  • Strong interest in conducting design projects leveraging various analytical techniques.    

  • Very strong project management skills, including ability to prioritize work and meet deadlines 

  • A high degree of creativity, empathy, passion, and problem-solving ability

  • Strong relationship/business partnering skills

  • Strong analytical, critical thinking and problem solving skills

  • Enjoys working in a fast paced environment with rapidly changing demands and priorities

  • Dedicated to driving, facilitating, and delivering high quality design outputs across multiple channels (digital, physical, human). 

  • A bachelor's degree in a related analytical field

Desired Skills:

  • Experience working through the entire design process from discovery to solution design using methods like observing, interviewing, empathizing, capturing insight, ideating, sketching, story boarding, diagramming, prototyping, and testing. 

  • Experience leveraging graphic design and user experience tools, such as Adobe Creative Suite, Sketch, InVision & Axure

  • Previous experience leading Design Thinking, Service Design, Experience Design and other human-centered design efforts.  A foundation in the overall human-centered design process and experience with methodologies and processes such as Design Sprints

  • Proven experience solving complex problems and designing world-class experiences for large-scale enterprise programs

  • 5-7+ years of experience in one or more of the following: Human Centric Design (UX/CX), Product/Service Innovation and Design, Business Transformation/Optimization. A foundation in the overall human-centered design process and experience with methodologies and processes such as Design Sprints

  • Experience with leading roles in enterprise level transformation or process re-engineering projects. 

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-22017682

Band: H4

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Alexandra Murillo

Referral Bonus:

0