**Experience Design Lead – Customer Experience Strategist for Digital Transformation**

Are you a seasoned Experience Design Lead with a passion for crafting exceptional customer experiences? Do you thrive in a fast-paced environment where innovation and creativity meet? If so, we invite you to join Concentrix Catalyst, a global leader in customer engagement and business performance improvement. As a key member of our Experience Design team, you will play a pivotal role in shaping the future of customer experiences for our clients. **About Concentrix Catalyst** Concentrix Catalyst is a technology-enabled global business services company that specializes in customer engagement and improving business performance. With over 30 years of experience in customer management, we have helped Fortune 500 companies enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Our actionable insights stem from handling billions of customer contacts annually for our clients, making us a trusted partner for ambitious, progressive companies from around the world. **About the Role** As an Experience Design Lead, you will contribute to the research and design objectives by: * Conducting customer and employee research, including research plans, recruitment, interviews, workshops, and more * Demonstrating expertise with a wide variety of research methods, such as interviewing, workshops, surveys, and qualitative research * Producing discussion guides, personas, customer journey maps, and service blueprints * Analyzing and synthesizing complex data to form aggregate insights, enabling idea finding, problem definition, and opportunity finding for products and services * Identifying user insights, needs, and suggesting opportunities that span experiences, businesses, and technologies * Envisioning and designing a future state 'north star' experience based on workshops and iterative customer research * Writing executive-level reports that clearly articulate research insights and recommendations * Maintaining constant and open communication with key team members * Building trusted client relationships through proactive account management and exceptional project delivery * Developing an analytic approach, documenting tasks, and managing timelines for new and existing clients in support of consulting projects **Essential Qualifications** * 8+ years of experience in user experience research, design research, product research, or the equivalent, with strong theoretical and practical knowledge of both qualitative and quantitative methodologies * 5+ years of designing, planning, and facilitating live and virtual Design Thinking workshops * 5+ years of conducting 1:1 research interviews * 5+ years of working on experiences that include extensive digital solutions (omni-channel, self-service, AI bots, etc.) * 8+ years of CX or UX research experience * A minimum of a BA/BS degree in Psychology, Human Factors, Sociology, Anthropology, HCI, Interaction Design, Communication Design, Market Research, or equivalent experience * Experience with technical language, including being able to technical language specific to the client in the context of their business and coding the research data accordingly * Experience working in a fast-paced environment * High comfort with ambiguity * Experience using Figma **Preferred Qualifications** * Master or PhD degree in Psychology, Human Factors, HCI, Interaction Design, Communication Design, Architecture, or equivalent experience * Design Thinking Certification from an accredited institution * Experience with a broad range of research methodologies (qualitative and quantitative techniques) and understanding the right balance between the two * Strong grasp and qualitative data analysis * Experience using Mural **What We Offer** * Competitive salary and benefits package * Opportunity to work with a global leader in customer engagement and business performance improvement * Collaborative and dynamic work environment * Professional development and growth opportunities * Flexible work arrangements, including remote work options * Recognition and rewards for outstanding performance **How to Apply** If you are a seasoned Experience Design Lead with a passion for crafting exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to reviewing your application and discussing this opportunity further. Apply To This Job **Equal Opportunity Employer** Concentrix Catalyst is an Equal Opportunity/Affirmative Action Employer, including Disabled/Vets. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates from diverse backgrounds. Apply for this job