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CX Delivery Lead

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Date: Jan 1, 2022

Location: Remote, TX, US

Company: NTT DATA Services

Req ID: 160112 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a CX Delivery Lead to join our team in Remote, Texas (US-TX), United States (US).

*160112 

 

*Position is 100% remote and can be located anywhere. 

 

How You’ll Help Us:

As a CX Delivery Lead, you will become part of our growing Customer Experience practice, helping NTT DATA create and deliver best-in-class digital customer, employee and user experiences.

 

You will lead a team supporting initiatives, small and large, defining cross-channel experience strategies and user experience designs that embrace the intersection of people, process, business and technology.

 

You’ll ensure customer, end user, and employee needs translate into the design decisions your team makes in the digital service experiences that NTT DATA creates.

 

You’ll do this by leading a group of visual designers, strategists, UI developers and analysts, who all believe the best work comes from collaboration, are driven by strategy, and are always ethically-minded.

 

Our employee culture is built on learning, growth, transparency and empathy. We hope you’ll join us to help shape it more.

 

Why The Role Is Important:

Our CX Delivery Leads are fundamental to ensuring the digital technology and related services that NTT DATA builds for our clients are valuable, intuitive and impactful. Through the oversight of our CX Delivery Leads, we’ve guided teams on observing doctors to understand how voice-based support can help them be more efficient and focus on their patients, we’ve led interviews with bank employees and customers to define what the ideal “bank of the future” should be, and we’ve managed ride-alongs with truckers to understand their jobs and define how a mobile app will help them manage inventory and service customers better. Our CX Delivery Leads identify the best strategy for our clients to solve their business challenges and guide a team of CX resources to deliver success.

 

Once You Are Here, You Will:

  • Act as a CX account manager, setting the strategy for all CX work at a client and guiding a CX team to deliver on that strategy
    • Manage a CX delivery team of Experience Architects conducting research and designing wireframes, Experience Designers creating mockups and animations, Experience Writers creating engaging content, Experience Builders developing front end code, and Experience Analysts measuring CX success and analytics
    • Manage the client relationship, providing CX advisory and consultative services to help them succeed
    • Act as an escalation point for clients if there’s a problem and help them solve it efficiently
    • Manage resourcing, deadlines and workloads among your team, and coordinate with other teams to ensure everyone is optimally staffed
  • Lead and attend important project meetings
    • Conduct standup meetings with a project manager, program manager and workstream leads to coordinate across projects
    • Join design review meetings and oversee all deliverables and output from the CX team at the account
    • Lead meetings with the client
    • Join internal meetings with delivery leads of other practices (outside of CX)
  • Become a CX thought leader, advocating for the best user experience while balancing business constraints, and providing meaningful perspectives and strategies in CX
  • Support sales and presales of new work with clients to help them accomplish their business goals
  • Be supported by a team of CX leaders, directors and executives who are ready to help you grow in your career and tackle tough challenges

 

Preferred:

  • Strong portfolio demonstrating expertise in research and UX design, including:
    • Early concepts, wireframes and prototypes
    • User research, findings and recommendations
    • Personas and journey maps
    • Responsive web and mobile app design
    • Case studies describing UX methodology
  • Experience leading a team of UX resources, including UX, visual design, and UI development, ensuring final assets comply with UX best practices and meet user and business needs.
  • Ability to work in a collaborative team, publicly white-boarding, and working directly with cross-functional partners to identify a UX strategy
  • Experience independently driving the design review cycle and closing on design requirements
  • Ability to demonstrate your process and strategy, present your or your team’s work, and articulate design decisions to stakeholders
  • Experience leading usability testing, 1:1 user interviews, ride-alongs or other user research and analyzing the data to identify UX recommendations
  • Experience with accessible design
  • Experience with mobile and responsive design
  • Familiarity with common design and collaboration tools such as Sketch, Adobe XD, Figma, Axure, Miro, etc.
  • Bachelor’s and/or graduate degree in User Experience, Experience Design, Interaction Design, HCI, other relevant degree or equivalent professional experience

 

Basic Qualifications:

  • 6+ years of work experience as a UX designer
  • Experience leading a team
  • Portfolio demonstrating examples of work in UX

 

Ideal Mindset:

  • Human-centered: You understand human-centered design philosophy and best practices 
  • A Practical Creative: You enjoy solving complex problems creatively, but you are practical in your solutions, realizing the many constraints that may impede the “ideal”
  • Flexible Work Style: You work equally well in a participatory, team-based environment as well as needing to work autonomously

 

Location:

Flexible/remote; client travel expected to be 20% (under normal operating conditions post-COVID)

 

Applications should include resume and portfolio of work

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.

 

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