Customer Service Specialist

This job will be a mid-level key contributor in the Experiences Center of Excellence (COE) that supports the implementation of the Customer Experience (CX) vision in close coordination with the User Experience (UX). The Customer Experience Service Designer will partner with CX Strategy, Customer Insights, UX, Product Management, Business Process Management (BPM) and other cross-functional teams to influence and drive execution of the experience design model across all customer touchpoints (internal and external) across all channels. The person in this role will work on complex experience design initiatives, delivering detailed customer insights through various service design frameworks. This role will become a go-to expert deeply familiar with our end-to-end customer journeys, their interconnectedness across experiences, and the impact of internal operations on external experiences. This role will support shorter-term / initiative-level roadmap planning and execution, contributing to shaping the approach of designing and developing a holistic view of key experiences and interactions across the customer ecosystem to support Delta Dental's enterprise strategic priorities. This job will be a mid-level key contributor in the Experiences Center of Excellence (COE) that supports the implementation of the Customer Experience (CX) vision in close coordination with the User Experience (UX). The Customer Experience Service Designer will partner with CX Strategy, Customer Insights, UX, Product Management, Business Process Management (BPM) and other cross-functional teams to influence and drive execution of the experience design model across all customer touchpoints (internal and external) across all channels. The person in this role will work on complex experience design initiatives, delivering detailed customer insights through various service design frameworks. This role will become a go-to expert deeply familiar with our end-to-end customer journeys, their interconnectedness across experiences, and the impact of internal operations on external experiences. This role will support shorter-term / initiative-level roadmap planning and execution, contributing to shaping the approach of designing and developing a holistic view of key experiences and interactions across the customer ecosystem to support Delta Dental's enterprise strategic priorities. Responsibilities Develops detailed service design frameworks, including but not limited to customer journey maps, from initial gathering of insights to creating visual representations of the customer's experience, as well as delivering those in a way that generates empathy and drives alignment around the customer’s experience within the service ecosystem of related systems and processes. Partners with Experiences COE, marketing insights, and product management and design teams to drive solution design and facilitation to execute against Delta Dentals customer experience vision. Identifies critical pain points and themes across the ecosystem of customers journey, and establishes repeatable processes to embed customer (and business) empathy and insights into the teams and solution design processes. Coordinates efforts in co-creating end-to-end and front-to-back experiences with cross-functional teams to deliver a future-fit ecosystem. Participates in cross-functional teams planning and prioritization efforts that execute system mapping, customer journeys, and service specifications that address business problems. Drives proactive collaboration with researchers, visual and user experience designers, and other partners to ensure customer insights are utilized to guide solution design, and support the determination of data requirements for tracking of improvements over time. Collaborates with product management owners to increase the visibility of CX priorities and align service design initiatives to the product management roadmap. Utilizes and advocates for the adoption of the latest CX tools and techniques in order to align the wider CX, BPM and Product teams to understand customer needs, behavior and perceptions. Generates awareness, interest and support for Service Design and Design Thinking to teams across the business. Owns administrative oversight and executes on management of CX Service Design programmatic methods and tools. This list is not all-inclusive and you are expected to perform other duties as requested or assigned. Qualifications 2+ with Bachelor’s degree. A bachelor’s degree in human-centered design, psychology. CCXP Preferred. Additional experience may be accepted in lieu of education or degree. Experience within Service Design, CX, UX, product design, customer and user research; experience mapping complex front and back-end solutions across silos to identify CX gaps and recommend solutions. Experience gathering and reviewing multiple sources of data and insights, ability to identify trends and diagnose gaps in performance. Ability to quickly digest and understand complex information, and synthesize findings to help teams solve problems and translate into experience designs. Experience communicating the various complexities of the customer experience in a way that motivates design improvements and drives change. Experience building strong working relationships with cross-functional teams. Experience working collaboratively within a team to support and drive varying priorities, at a project and/or programmatic level. Experience working in agile environments on complex products and across multiple initiatives simultaneously. Ability to learn and adopt new tools and processes used for tracking project task updates and timelines to provide visibility across the product team. Experience designing and implementing experiences across human and digital channels. Experienced in playing a leading role in planning and facilitation of end-to-end collaborative design sessions, including with senior audiences is preferred. A genuine and relentless passion for creating customer-centric solutions and a demonstrated ability to translate the benefits to business stakeholders is a plus. Experience applying CX best practices as it applies to customer experience service design, as well as an understanding of key business functions like product development, customer service, operations, marketing and communication, sales enablement, technology, and process (lean sigma or Agile) is preferred. Experience as a project or program manager, driving multiple overlapping CX initiatives either as a consultant or within a complex organization is a plus. Base Pay Information Pay Grade 20. $72,084 - $150,995 About Us Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes: Competitive base and incentive pay 401(k) with robust matching and non-matching contributions Rich medical & pharmacy benefits 100% employer-paid dental and vision benefits Holistic wellbeing program with deep financial incentives Generous paid time off plus 12 paid holidays and your birthday off Culture of growth and learning: career development; tuition reimbursement; recognition program Family support: adoption assistance, fertility treatment, child, elder & pet care assistance Social responsibility and volunteer opportunities Employee discount program Fair Chance Ordinances and Criminal Background Considerations This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A. Important Work Authorization Information Please note, Delta Dental will not sponsor applicants for work visas for this position. About The Team At Delta Dental, we’re behind millions of smiles and counting. For over 68 years, we’ve served our communities by increasing access to affordable, quality care – but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all. We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie. Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands. Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies. Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time. Proof of eligibility to work in the United States must be provided if selected for hire. Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York #J-18808-Ljbffr