Experience Designer Job at Lighthouse Credit Union in Portsmouth

At Lighthouse Credit Union, we believe all individuals, regardless of position level, are considered leaders. By providing a framework that balances clarity with adaptability, our Leadership Competencies aim to foster a culture of continuous growth and agile leadership. Lighthouse Credit Union is committed to embracing change, nurturing leadership talent, and ensuring our performance management practices are aligned with our vision of fostering a resilient and forward-thinking organization. As such, we all hold ourselves accountable to the following:

Leadership Competency

Description

Demonstrates Interpersonal Awareness & Skills

• Conveys information clearly.
• Actively listens.
• Establishes and maintains constructive working relationships.
• Works cooperatively with others to achieve shared goals.

Embraces Change & Learning

• Actively seeks learning opportunities for continuous self-improvement.
• Champions, facilitates, encourages and supports change.
• Drives innovative initiatives.
• Advocates for best practices.

Utilizes Critical & Creative Thinking

• Finds creative solutions to challenges.
• Questions existing methods to suggest improvements.
• Understands and contributes to business strategy.
• Thinks ahead and plans for future success.

Takes Personal Ownership

• Sets, understands and strives to achieve personal and professional goals.
• Actively works with others to achieve goals and resolve conflicts.
• Takes personal responsibility for your actions and decisions.
• Seeks personal and professional growth opportunities.

POSITION SUMMARY

The Experience Designer is responsible for designing and continuously improving member journeys across the credit union's products and service delivery channels, partnering with cross-functional teams to convert unmet member needs into feasible, desirable, and innovative design concepts. As a cultural change agent and highly capable individual leader, this position supports the creation and maturity of a centralized experience and service practice while propagating human-centered design methodologies throughout the organization. Using independent judgement while working closely with cross-functional subject matter experts from across the credit union, the Experience Designer will support the creation and execution of a product roadmap that aligns with our mission and organizational strategy, ensuring seamless and consistent service experiences are delivered across all member touchpoints.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES

• Plans, facilitates and executes in-depth, human-centered design research with stakeholders and members, synthesizing feedback into actionable insights and proactively identifying areas of friction across physical, digital and assisted service environments.
• Leverages a range of service design tools and methodologies, including design workshops and discovery sessions, to produce journey maps and service blueprints that effectively visualize complex experience service ecosystems from both member and employee perspectives.
• Discovers, translates and transforms underserved and unmet member needs into feasible, desirable, and innovative design concepts.
• Partners with stakeholders in Product Management and Product Engineering to prototype, test, and iterate upon experience and service designs.
• Serves as a subject matter expert on cross-functional product pods, utilizing user-centric insights and design principles to prioritize the human experience in all decision-making processes, while also helping stakeholders balance short-term execution and long-term experience priorities, identifying design trade-offs to optimize agility and minimize member friction.
• Maintains a centralized member experience research repository, featuring comprehensive records of previously tested and actively used user journeys and service blueprints, to serve as an essential tool for frontline and operational staff to reference while providing member service.
• Works with cross-functional teams to get buy-in/approval/guidance, including lines of business, operations, legal, compliance, information security, fraud, and related functions.

JOB SPECIFICATIONS

• Strong knowledge of design and prototyping tools such as Adobe, Sketch, InVision, Figma and other similar tools.
• In-depth knowledge of service design methods, including journey maps, service blueprints, jobs-to-be-done, stakeholder maps, and more.
• General knowledge of consumer banking products, across deposits, cards and lending.
• Proficient in MS office suite of products.
• Proficient in Jira and other Atlassian tools.
• Self-motivated; proactively takes the initiative to accomplish necessary tasks and seize new and often challenging opportunities.
• Possess and exhibit excellent analytical, prioritization and time management skills.

EDUCATION, TRAINING & EXPERIENCE

• Bachelor's degree required or a minimum of four years directly related experience.
• Three to seven years of similar or related experience

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Benefits We Offer:

• Employee loan discount
• Student loan/tuition assistance program
• Comprehensive medical/dental/vision +
• PTO and paid federal holidays
• Weekly paychecks
• 401k plan with employer match/profit sharing
• Participation in the Annual Incentive Plan

Additional Perks:

• Continued training and advancement opportunities
• Balanced/Predictable schedule; all locations close at 5pm and on Sundays
• Opportunity to join our many employee created Engagement Groups (e.g. Pride at Work, Women in Leadership, Book Club, Running & Walking)
• Local Volunteer Opportunities with employer contributed Volunteer Day
• Company Outings and annual Summit
• Hybrid work environments

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LIGHTHOUSE CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER