Senior Service/UX Designer

The Senior Service Designer / UX Designer will play a key role in digital and transformation efforts at Mutual of America. The ideal candidate will have experience in UX/UI Design, Service Design, and Research, and skilled in the application of Design Thinking or similar methodologies. This role will be instrumental in understanding/framing Customer and Business needs and designing experiences to meet them. The role sits within Mutual of America’s Customer Experience Group, which is comprised of passionate customer advocates, and is essential to Mutual of America’s digital transformation and technology innovation efforts. Working with all aspects of the business, the Customer Experience Group focuses on measurable solutions to drive customer satisfaction and achieve business results. The position reports to VP, Customer Experience.

Responsibilities:

• Lead Business and Stakeholder workshops to frame problems/opportunities and define success
• Synthesis and framing of all inputs (personas, archetypes, customer journey maps, mental models, touchpoint analysis, etc.) related to the problem/opportunity at hand
• Cross-functional Design Thinking Ideation workshop preparation, facilitation (leveraging inputs) resulting in new product(s)/service(s) or experience(s)
• Identify and scope UX Research (if applicable) to support delivery of intuitive designs
• Generate designs and interactive prototypes of various fidelity to communicate ideas, test with users, iterate, and prepare for final delivery
• Design of experiences applying visual identity elements, design principles, best practices, pattern libraries, etc.

Required Qualifications:

• 7+ years demonstrable experience in Service Design, Design Strategy, User Interface, Interaction, and Visual Design with consumer products, services, and experiences
• Experience with designing lean prototypes and stimuli that tease out latent needs with clients
• Apply the Design Thinking methodology to visualize complex problems into intuitive solutions. Outputs include blueprints, user journeys, wireframes, high-fidelity mockups, prototypes and production design assets.
• Ability to execute Service Design and Experience Design approaches appropriate to the scope of a given engagement
• Proficient knowledge in Figma and the Adobe Creative Suite for design, prototyping and workshops
• Passion for qualitative learning about people, and their motivations, behaviors and needs
• Ability to help synthesize research into clear insights that can persuade diverse internal partners of their relevance and importance
• Knowledge of web-based technologies and mobile operating systems. Must be able to articulate technical considerations in your designs when working with developers
• Experience with both Agile and Waterfall approaches
• Comfortable working on ambiguous and multifaceted problems/opportunities with multidisciplinary teams in a dynamic environment
• Ability to comfortably switch between the details of the data and the bigger picture
• Experience in methods to convey ideas and concepts (e.g. storytelling, storyboards, mood boards, prototypes, etc.)
• Self-directed and motivated, able to work independently and as part of a team
• Strong communicator with relevant verbal, written, interpersonal, technical and presentation skills

Preferred Qualifications:

• Degree in Design, Psychology, Human Factors, Service Design, Design Strategy, Industrial Design, Human-Computer Interaction

• Financial services experience