Human Experience Designer (Service Design) (HIRED)
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Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE ® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2015 sales of $59.1 billion, Lowe’s has more than 2,355 home improvement and hardware stores and 285,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.
Lowe’s Human Experience Designer brings the human aspects of experiences to life by ensuring they are designing services that work for people. On one hand, this means an intense focus on customers, ensuring their needs are being identified, designed to and fulfilled. On the other, it means ensuring Lowe’s store associates and customer personnel are fully engaged in and equipped for the interactions that will deliver great customer experiences. You will work collaboratively with other disciplines within Customer Experience Design (CXD: Design Research, Physical Experience Design, Digital Experience Design and Business Design) as well as our key project stakeholders, to create people-centered services and experiences that ultimately deliver on Lowe’s purpose: to help people love where they live.
A Lowe’s Human Experience Designers must have an understanding of, and facility with, design thinking and methods. The role requires you be able to sense and respond appropriately to shifting customer mindsets, while bearing business realities in mind. You will need to be sensitive to the subtleties of change management and able to co-create the constructs that will enable change to happen. You will be responsible for contributing to many aspects of the creative process, always ensuring that the voice of the customer is represented and respected. This is a role that will require the perfect balance of customer empathy, creative skill, commercial awareness and ability to deliver.
To accomplish this, the Human Experience Designer must have experience with: 1. service design and a grounding in design thinking; 2. executing people-centered design methodologies; 3. working in cross functional creative teams. Additionally he/she must have the ability to foster strong collaboration and co-creation within the organization.
The Human Experience Designer works closely with other functions within Customer Experience Design, as well as with Merchandising, Marketing and Communications (MAC), Multi-Channel Testing and Commercialization (MCTC), Store Operations, Measure & Evaluate (M&E), Market and Consumer Insights (M&CI), and external vendors in order to develop effective design intent and realize final results.
This position will have impact on profitability, competitive advantage, and customer advocacy and loyalty through differentiated, innovative services and customer experiences. Ultimately, he/she will play a key role in transforming Lowe’s from a home improvement retailer to the omni-channel home improvement provider of choice.
• Contribute to design research on the service-related challenges that customers and associates face.
• Help develop clear and coherent statements of design intent w/ expected benefits, timings, etc.
• Collaborate and co-create with customers and associates to concept solutions.
• Use design methods to turn insights into inspiring, valued and functional prototypes.
• Test and refine prototypes, with a view to refining them for delivery at scale.
• Manage time and communicate commitments effectively.
• Provide progress reports, requirements documentation and presentations.
• Engage project stakeholders.
• Understand, test and refine new ways of working in order to achieve desired customer experiences across the entire customer journey.
Communication and collaboration
• Communicate service concepts and ideas clearly, using methods & tools that illustrate the desirability, viability and feasibility of solutions.
• Team up with process partners throughout the organization to create and transform service offerings.
• In partnership with the team, plan, schedule and track project timelines and milestones.
• Refine and continuously improve prototypes based on balancing customer experience objectives with Lowe’s business objectives.
• Inspire innovative approaches to design.
• Contribute to and participate in project crits and post-project reviews across CXD.
• Help develop thought leadership on the creation of better services throughout the organization.
• Communicate the fundamental methods of service design and CXD methodology.
Required minimum qualifications:
• BA or higher in a relevant discipline (Communication Design, Interaction Design, Service Design, Behavioral Psychology, Anthropology, etc).
• Minimum 2+ years experience in service design, working in multi-disciplinary teams.
• Demonstrable experience designing services that balance customer needs, commercial interests and technological constraints.
• Proactive, independent, self-sufficient and professional, with organizational, time management and communication skills.
• Proven ability to work in creative teams.
• Proficient in relevant software packages.
• Digital prototyping skills.
Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.