Conduct user research, including in physical environments, to determine how technology can optimize processes and bring about more human-centered solutions.
Lead service design activities, such as service blueprints and journey maps, to articulate how the front end and back end intersect with associate and customer needs.
Facilitate discovery sessions based on the principles of design thinking.
Partner with product management, technologists, and business stakeholders to develop insight-driven strategies that evolve our services and technologies.
Apply empathy, collaboration, and curiosity to transform complex journeys and processes into seamless, innovative experiences.
Advocate user-centered design and agile best practices to advocate and evolve ways of working.
Prepare customer analyses based on our target demographic and initial transactions.
Track usability goals and prepare reports for senior management.

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