Customer Experience Designer

About the Role:

Grade Level (for internal use):

11

The Customer Experience Designer (CX Designer) is responsible for creating and optimizing customer interactions with our company's products and services. This role focuses on improving the overall customer journey across all touchpoints, ensuring consistency, satisfaction, and loyalty. The CX Designer will identify pain points, uncover opportunities for enhancement, and elevate the customer experience to new heights.

By leveraging journey mapping techniques, the CX Designer will optimize for product adoption and customer success, providing users with the right guidance and support. Collaborating with cross-functional teams, this designer will ensure a shared vision of delivering exceptional customer experiences. Ultimately, this role is crucial for driving customer-centric growth in our business.

Key Responsibilities:

• Customer Journey Mapping: Design comprehensive customer journey maps that visualize the end-to-end customer experience. Identify key touchpoints, pain points, and opportunities for enhancement within the journey.

• Playbook Creation: Design and create detailed playbooks that outline the steps for implementing the CX journey, ensuring clarity and consistency in execution across teams. These playbooks will guide the Customer Success team in delivering exceptional customer experiences. 

• Onboarding Strategy: Develop a user-focused onboarding program that introduces new users to our product and teaches them how to use it effectively. Work closely with the Customer Success team and Educational Content Creator to build supporting content that drives customer adoption.

• Cross-Functional Collaboration: Collaborate with product managers, Customer Success, Education Content Creators, Marketing, and other stakeholders to ensure a cohesive and seamless customer experience. Foster communication between departments to promote a unified approach to customer experience design.

• Research and Analysis: Conduct research (incl. workshops) to analyze customer needs, preferences, and pain points to develop customer experience strategies that align with business goals.

• Customer Feedback Systems: Implement mechanisms to capture customer feedback and address concerns promptly. Analyze feedback and satisfaction metrics to identify continuous improvement opportunities.

• Performance Monitoring: Continuously monitor and evaluate customer experience, implementing iterative improvements based on user feedback and evolving customer needs.

• Advocacy for Customer-Centric Design: Promote user-centered design principles within the organization to ensure that customer needs are prioritized in all design and development efforts.

• Industry Trends: Stay updated with the latest trends, tools, and best practices in customer experience design to bring innovative ideas to the team.

Basic Required Qualifications:

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. Equivalent experience will also be considered.

• 5+ years in customer experience design or related roles. Proven expertise in journey mapping and service blueprinting is essential.

• Proficiency in design software (e.g., Figma, Adobe Creative Suite), journey mapping tools, CRM software, and project management tools (e.g., Microsoft Office Suite).

• Fluent in English with excellent written and oral communication skills, with a knack for storytelling and presenting data-driven insights.

Additional Desired Qualifications:

• Strong analytical and empathetic skills with the ability to synthesize complex data and visualize customer journeys. 

• Ability to coordinate cross-functional teams and ensure alignment across multiple departments.

• Ability to think strategically with a customer centric mindset to develop effective CX strategies.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively. 

• Experience in a technology-driven environment. 

• Familiarity with automation tools and performance metrics in customer success environments.

About S&P Global Mobility

At S&P Global Mobility, we provide invaluable insights derived from unmatched automotive data, enabling our customers to anticipate change and make decisions with conviction. Our expertise helps them to optimize their businesses, reach the right consumers, and shape the future of mobility. We open the door to automotive innovation, revealing the buying patterns of today and helping customers plan for the emerging technologies of tomorrow.

For more information, visit www.spglobal.com/mobility.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:
 

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
Our benefits include: 

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Inclusive Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and equal opportunity, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

20 - Professional (EEO-2 Job Categories-United States of America), PDMGDV202.2 - Middle Professional Tier II (EEO Job Group), SWP Priority – Ratings - (Strategic Workforce Planning)