Customer Experience (CX) Design Ops Specialist

Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits .

Position is Monday through Friday from 8 am to 5 pm with the ability to work additional hours as project needs demand.

The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers and associates first as we continue to fulfill our mission – People helping people find financial solutions for life.

Job Title: Customer Experience (CX) Design Ops Specialist

The Customer Experience (CX) Design Ops Specialist at Arvest enhances experience design by contributing agile/program management accountabilities and customer-centric design skills to the overall team. They champion customer-centricity while blending Agile methodologies, project management, and design operations to drive efficiency, collaboration, and exceptional user experiences. The CX Design Ops Specialist facilitates Agile ceremonies, removes impediments, and fosters a culture of continuous improvement within the design team.

The CX Design Ops Specialist will establish and maintain efficient, scalable, and consistent design operations within the CX team. They focus on streamlining workflows, managing design systems, fostering collaboration, and ensuring the effective delivery of high-quality customer-centric solutions. They report to the Design Ops Manager and collaborate closely with cross-functional teams to ensure seamless project execution and optimal customer experiences.

What You’ll Do at Arvest: (Other duties may be assigned.)

• Facilitate Agile ceremonies, including daily stand-ups, sprint planning, sprint reviews, and retrospectives, ensuring adherence to Agile principles and practices.

• Identify and remove impediments that hinder the team's progress, escalating issues as needed and collaborating with stakeholders to find timely resolutions.

• Assist in developing and maintaining design operations frameworks, processes, and best practices to enhance team efficiency, project quality, and customer-centricity.

• Collaborate with the Design Ops Manager on resource allocation, capacity planning, and project prioritization, ensuring alignment with strategic goals and operational needs.

• Track and analyze key performance indicators (KPIs) related to design operations and customer experience, identifying areas for improvement and contributing to data-driven decision-making.

• Identify and track design efficiency, output, and quality metrics. Regularly report on these metrics to stakeholders.

• Evaluate, select, and manage design tools and software, ensuring they meet the team's needs.

• Provide technical support and training to the design team on design tools and processes.

• Maintain a centralized repository for design assets, processes, best practices, and research findings, ensuring organized and easily accessible information. Collaborate closely with the CX team to assist in designing, developing, and implementing user-centered solutions, applying design thinking principles and incorporating user research insights.

• Identify and mitigate potential risks to design projects and operations.

• Support in the creation of customer journey maps, service blueprints, and user flows to visualize and optimize customer interactions across various touchpoints.

• Work alongside the Experience (EXP) Team to conduct user research activities, including user interviews, usability testing, and analyzing user feedback to inform design decisions and champion customer needs.

• Contribute to developing and maintaining design systems and documentation to ensure consistency and efficiency in design practices, with a focus on customer experience.

• Advocate for customer-centricity in all design decisions and processes, ensuring that the customer perspective is always considered.

• Integrate Customer Experience (CX) design principles and practices within the Design Operations team.

• Foster a collaborative and inclusive team environment, promoting open communication, knowledge sharing, and continuous learning, focusing on customer experience.

• Build strong relationships with cross-functional teams, including product management, engineering, marketing, and customer support, to ensure alignment and effective project execution, prioritizing the customer experience.

• Effectively communicate project updates, risks, and accomplishments to stakeholders at all levels, tailoring communication style and content to the audience and highlighting the impact on customer experience.

• Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
  

Responsibilities:

Toolbox for Success:

• Bachelor’s degree in Design, Business, Human-Computer Interaction (HCI), Technology, or a related field, or equivalent work experience.

• 3 years of experience in a combination of Agile/Scrum, project management, and/or customer experience design roles, with a demonstrated passion for CX.

• Solid understanding of Agile principles, methodologies, and frameworks, with experience facilitating Agile ceremonies and managing project backlogs and/or proven experience in applying customer experience design principles, user research methods, and design thinking techniques to create user-centered solutions.

• Excellent communication, interpersonal, and collaboration skills, with the ability to build relationships and influence stakeholders at all levels, advocating for the customer perspective.

• Strong analytical, problem-solving, and decision-making skills on complex problems, with the ability to identify and resolve issues effectively, considering the impact on customer experience.

• Strong skills in analyzing data related to CX metrics and presenting it visually (e.g., using tools like Tableau or Google Data Studio).

• Ability to create clear and concise documentation, including design system documentation, process flows, and user guides.

• Strong skills in managing expectations, resolving conflicts, and influencing stakeholders at various levels.

• Proven understanding of design system principles and actively contribute to their evolution. This includes identifying gaps, proposing enhancements, creating new components, and advocating for consistent design language across the organization."

• Relevant military experience is considered for veterans and transitioning service members.

Preferred Qualifications:

• Experience working in a design operations or design-centric environment, with a strong focus on customer experience.

• Experience with design tools (e.g., Figma, Sketch, Adobe XD, InVision).

• Experience with project management tools (e.g., Jira, Asana)

• Experience in journey mapping, service design, or process improvement
  

Physical Demands:

Regular attendance is an essential function of the job. The associate must be able to travel occasionally by themselves within the US, possibly overnight. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

We offer competitive compensation, benefits packages, and significant professional growth.

Arvest Bank is committed to providing equal opportunity to all persons regardless of race, color, race-based hairstyles and textures, religion, marital status, sex, sexual orientation, gender identity, pregnancy, age, national origin, disability, veteran status, or any other basis, which now or in the future may be specified by law.

Along with an excellent benefits package, our associates are engaged, rewarded for performance, and encouraged to grow professionally and personally. Our future is driven by our associates. If you want to be recognized for your results and empowered to reach your potential, we urge you to apply.

Grade 17

Pay Range: $87070 - $115000 per year