Experience Design & Activation Lead

Experience Design & Activation Lead
A role that intersects customer experience, employee support, communications, and innovation, responsible for translating insights into actionable improvements and leading execution across workflows, communication, and service delivery.

Experience Discovery & Insight Development:

Support journey mapping, service blueprinting, and experience analysis to identify friction points; capture observable data; support market research and feedback initiatives.

Experience Activation & Implementation:

Translate insights into practical improvements, identify and execute experience quick wins, design communication-based solutions, and ensure solutions are actionable, feasible, and aligned with operational realities.

Service Design & Innovation Support:

Support design and piloting of new services, programs, and experience improvements; contribute to service innovation and scaling of effective solutions.

Workshop Facilitation & Cross-Functional Collaboration:

Plan and facilitate experience-focused workshops and sessions; guide teams toward clear outputs and decisions; partner across functions to align and implement improvements.

Change Enablement & Communication:

Support change management and communication efforts related to experience improvements; develop practical communications; partner with HR, marketing, and communications for alignment.

Professional Responsibility:

Adhere to code of conduct and company policies, review communications, report concerns, maintain confidentiality, and complete other duties as assigned.

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