Associate Human-Centered Design & Research

Key Responsibilities:

CX Impact & Measurement

• Develop tools and dashboards to track the financial and operational impact of CX initiatives.
• Analyze data to measure ROI and integrate CX metrics into business KPIs.

CX Community & Engagement

• Build and manage CX Consumer and Design & Innovation communities for feedback, trials, and collaboration.
• Plan sessions like Design Jams and Customer Lab Days to drive empathy and creative problem-solving.
• Track engagement and publish insights, including quarterly “Voice of the Customer” stories.

Knowledge, Capability & Culture

• Maintain CX research assets and frameworks; develop playbooks, toolkits, and training modules.
• Introduce new human-centered design methods and share learnings via CX Huddles or Knowledge Capsules.

Project Management & Reporting

• Lead projects, ensuring objectives, timelines, and quality standards are met.
• Coordinate with teams and partners; provide updates and executive reports.
• Document outcomes and insights for long-term knowledge retention.

Qualifications & Skills:

• Bachelor’s or Master’s degree in Design, Psychology, Business, or a related field.
• 1–2 years of experience in design thinking, customer experience, or design research.
• Strong analytical skills and experience with data visualization and dashboards.
• Familiarity with design principles, journey mapping, ethnographic research, and behavioral insights.
• Excellent project management, collaboration, and communication skills.