Director of Innovation & Research

Overall Purpose

This role owns the origination, ideation, and management of customer experience initiatives and enhancements through testing for Digital.

Strategic design represents the study of human behavior in context and the design of holistic solutions that satisfy latent, unmet needs and drive strategic value. Strategic designers study people’s implicit attitudes, behaviors and motivations to gain insight about their openness to consider something new. This role will design thinking and design-specific skillsets to translate these insights into transformative products and services, and serve as an important human-centered catalyst to help venture teams create the future. Also responsible for creating insightful venture opportunities and platforms, as well as compiling and analyzing ethnographic research and contextual design investigations to understand customer behaviors, pain points, needs and aspirations. Driving to disrupt the current telco model.

Key Roles and Responsibilities

This role works closely with Digital CX Strategy & Journey to continuously identify the best customer experience across omni-channel journeys. The team keeps a pulse on emerging digitally-driven capabilities, vendors, technologies or channels and is responsible for planning, prioritizing, and building business cases to drive innovation within Consumer Digital. The candidate should have a strong strategy background in the application of research to drive new innovations. This team can also receive ideas for new innovations from other parts of the business, outside industry leaders and operationalize those as a service to these businesses. This team works closely with Digital stakeholders to introduce and scale new methods, channels, and capabilities from transformation across Consumer Digital without disruptions or impacts to sustainment operations. Leader needs to have strong a strong understanding digital transformation with deep knowledge of customer experience design. This leader will need to be passionate about cutting edge and emerging technology with an in-depth knowledge of the digital stack and applied research.  

Job Contribution

Will report to the Vice President of Digital Strategy who is a direct report to an Officer.



Experience-

Typically 8 to 10 years of relevant experience in field and or certification may be required. Expert-level, real-world experience in digital design and testing (10+ years, including 2+ years in management) with working knowledge of managing projects and teams independently. Background in quantitative, qualitative and ethnographic research.

8-10 years of strategy-based innovation.BG in analyzing business intelligence and analytics.Working knowledge of the BI tools like DOMO and TableauBG in user testingBG in strategy and innovationBG in Business Design & Design ThinkingBG in Service Design MethodologiesEducationBachelor’s degree required, advanced degree strongly preferred

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