Our Freddie Mac Single Family team is redefining our relationship with clients and we are looking for creative and curious Experience Designers to join our team to help bring our vision to life. You are human-centered in your design philosophy, and thrive at the intersection of strategy, insights and clients.
As part of the CX team, your north star is creating products, services and processes that are personal, impactful, easy and reliable, and you will help to create a culture that is absolutely fixated on customers and memorable experience delivery.
You will collaborate with a variety of teams across our business to develop and deliver experiences for some of the world’s most sophisticated financial services institutions. You are always looking for ways to create differentiated and meaningful experiences. Your strength lies in leading, facilitating and influencing for the right solutions in areas where you may not have direct decision-making authority. You are flexible and able to work under tight deadlines – and are open to receiving and applying constructive experience design feedback from multiple stakeholders.
You will manage successful CX initiatives by thoughtfully designing internal and external experiences (processes, interactions, channels, programs, content, etc.) to maximize client satisfaction and achieve our CX design principles. You’ll also help to amplify our customer-led culture and fuel our passion for client centricity and success.
This role requires a singular focus on customer-led change & innovation, strategic thinking, relationship building & influencing, a focus on results, and a passion for curious research. Your charge will be to help solve for existing client problems and develop new business opportunities in a challenging and complex environment.
Your work falls into two primary categories:
*Design experiences that not only meet client needs but optimize a variety of complex client journeys
*Leverage tools and techniques such as service blueprinting, journey mapping, customer profiles and personas, and experience and service design to deliver best-in-class client experiences
*Plan, prepare and facilitate design sessions to ground insights and vet hypotheses, in order to create experience and service design concepts that explore a variety of solutions
*Work closely with Freddie Mac Client Solutions, Client Understanding, and CX Delivery Excellence teams to manage cross-functional and cross-divisional efforts to achieve client experience goals
Serve as a Design Champion
*Serve as a Freddie Mac Single Family steward and expert, ensuring the brand is being represented and design principles are being adhered to across all client-facing interactions
*Sell, present and gain buy in for experience strategies and concepts to functionally diverse internal stakeholders
*Deliver using industry best-practices for internal experience design capability
*Actively champion, promote, manage and refine our Customer-Centric Culture program(s) and related initiatives