Honda North America
Sr. Service Designer - Customer Experience Division
Honda North America, Torrance, California, United States, 90504
What Makes a Honda, is Who makes a Honda
Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."
We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.
If your goals and values align with Honda's, we want you to join our team to Bring the Future!
Job Purpose As a key member of the Customer Experience (CX) team, the Sr. Service Designer will encourage a customer-centric culture and guide the experience strategy of key initiatives by coaching stakeholder teams to envision the customer journey, through the facilitation of collaborative working sessions, analyze customer data and feedback and utilize design thinking methodology. Key Accountabilities Guide product and stakeholder teams to define the optimal customer experience and develop innovative solutions throughout the journey of shopping and owning Honda products. Provide frameworks and facilitate activities to define and communicate the strategy. Guide the creation and analysis of both current and proposed customer journeys. Help determine the experience roadmap to achieve the proposed vision. Help evangelize Design Thinking methodologies and coach partners and stakeholders in applying them. Help to define and prioritize features. Encourage collaborative problem-solving. Encourage customer-centric and innovation mindsets. Communicate the customer perspective and proposed strategy through storytelling and compelling presentations.
Uncover customer needs and issues, reframe the problem to solve, and identify opportunity areas.
Plan, conduct, and evangelize generative and evaluative customer research, and translate results into guiding insights. Gather customer needs and pain points and use this information to create user personas and journey maps. Help translate customer analytics into actionable insights.
Help to visualize proposed concepts and communicate their value. Develop and maintain user personas, journey maps, and other tools to better understand the user experience.
Qualifications, Experience, and Skills
Minimum 3-5 years of experience in customer experience design. Proven track record in creating customer experiences or products that improve customer and business outcomes. Experience with design thinking methodologies and tools, such as workshop facilitation, customer journey maps and service blueprints, customer personas, empathy mapping, opportunity framing, experience roadmaps, experience principles, and competitive and current state analysis. Strong strategic mindset with the ability to zoom in and out from the big picture to details. Navigate complex senior and executive level relationships and influence stakeholders and decision makers. Exemplify customer empathy and advocate for the customer perspective. Ability to work through ambiguity and determine a clear direction. Understanding of agile methodologies. BA/BS degree or higher in design, psychology, marketing, customer research, or related field preferred. Experience leading project teams preferred. Experience with design sprints preferred. Experience designing and prototyping visions preferred. Strong business acumen, experience developing business models, market analysis and trend analysis preferred. Experience in UX, product design, service design, lean startups, orproduct development preferred. Experience with digital transformation preferred.
What differentiates Honda and make us an employer of choice? Total Rewards:
* Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
* Paid Overtime
* Regional Bonus (when applicable)
* Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
* Paid time off, including vacation, holidays, shutdown
* Company Paid Short-Term and Long-Term Disability
* 401K Plan with company match + additional contribution
* Relocation assistance (if eligible)
Career Growth:
* Advancement Opportunities
* Career Mobility
* Education Reimbursement for Continued Learning
* Training and Development Programs
Additional Offerings:
* Tuition Assistance & Student Loan Repayment
* Lifestyle Account
* Childcare Reimbursement Account
* Elder Care Support
* Wellbeing Program
* Community Service and Engagement Programs
* Product Programs
* Free Drinks Onsite Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.
Honda has a clear vision for the future, and it's a joyful one. We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success. We strive to be a company that serves as a source of "power" that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize "the joy and freedom of mobility" by developing new technologies and an innovative approach to achieve a "zero environmental footprint."
We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.
If your goals and values align with Honda's, we want you to join our team to Bring the Future!
Job Purpose As a key member of the Customer Experience (CX) team, the Sr. Service Designer will encourage a customer-centric culture and guide the experience strategy of key initiatives by coaching stakeholder teams to envision the customer journey, through the facilitation of collaborative working sessions, analyze customer data and feedback and utilize design thinking methodology. Key Accountabilities Guide product and stakeholder teams to define the optimal customer experience and develop innovative solutions throughout the journey of shopping and owning Honda products. Provide frameworks and facilitate activities to define and communicate the strategy. Guide the creation and analysis of both current and proposed customer journeys. Help determine the experience roadmap to achieve the proposed vision. Help evangelize Design Thinking methodologies and coach partners and stakeholders in applying them. Help to define and prioritize features. Encourage collaborative problem-solving. Encourage customer-centric and innovation mindsets. Communicate the customer perspective and proposed strategy through storytelling and compelling presentations.
Uncover customer needs and issues, reframe the problem to solve, and identify opportunity areas.
Plan, conduct, and evangelize generative and evaluative customer research, and translate results into guiding insights. Gather customer needs and pain points and use this information to create user personas and journey maps. Help translate customer analytics into actionable insights.
Help to visualize proposed concepts and communicate their value. Develop and maintain user personas, journey maps, and other tools to better understand the user experience.
Qualifications, Experience, and Skills
Minimum 3-5 years of experience in customer experience design. Proven track record in creating customer experiences or products that improve customer and business outcomes. Experience with design thinking methodologies and tools, such as workshop facilitation, customer journey maps and service blueprints, customer personas, empathy mapping, opportunity framing, experience roadmaps, experience principles, and competitive and current state analysis. Strong strategic mindset with the ability to zoom in and out from the big picture to details. Navigate complex senior and executive level relationships and influence stakeholders and decision makers. Exemplify customer empathy and advocate for the customer perspective. Ability to work through ambiguity and determine a clear direction. Understanding of agile methodologies. BA/BS degree or higher in design, psychology, marketing, customer research, or related field preferred. Experience leading project teams preferred. Experience with design sprints preferred. Experience designing and prototyping visions preferred. Strong business acumen, experience developing business models, market analysis and trend analysis preferred. Experience in UX, product design, service design, lean startups, orproduct development preferred. Experience with digital transformation preferred.
What differentiates Honda and make us an employer of choice? Total Rewards:
* Competitive Base Salary (pay will be based on several variables that include, but not limited to geographic location, work experience, etc.)
* Paid Overtime
* Regional Bonus (when applicable)
* Industry-leading Benefit Plans (Medical, Dental, Vision, Rx)
* Paid time off, including vacation, holidays, shutdown
* Company Paid Short-Term and Long-Term Disability
* 401K Plan with company match + additional contribution
* Relocation assistance (if eligible)
Career Growth:
* Advancement Opportunities
* Career Mobility
* Education Reimbursement for Continued Learning
* Training and Development Programs
Additional Offerings:
* Tuition Assistance & Student Loan Repayment
* Lifestyle Account
* Childcare Reimbursement Account
* Elder Care Support
* Wellbeing Program
* Community Service and Engagement Programs
* Product Programs
* Free Drinks Onsite Honda is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.