Customer Experience Designer (Remote)

Job Purpose: As part of Honda’s commitment to modernizing our approach and methodologies to become more customer-centric, we are seeking a seasoned CX CX Designer. This role will guide product and stakeholder teams to define and optimize the customer experience, focusing on innovative solutions that enhance the journey of shopping and owning Honda products. The ideal candidate will be an experienced practitioner of CX/Design Thinking, ready to jump into new projects, advise teams on customer-centric practices, and run workshops to support our efforts in digital touch points, including in and out of vehicle experiences.

Key Accountabilities:

• 50% of Time:

• Guide teams in defining the optimal customer experience and developing innovative solutions.
• Provide frameworks and facilitate activities to define and communicate the strategy.
• Create and analyze both current and proposed customer journeys.
• Develop the experience roadmap to achieve the proposed vision.
• Evangelize and coach in Design Thinking methodologies.
• Define and prioritize features.
• Foster collaborative problem-solving and customer-centric, innovative mindsets.
• Communicate the customer perspective and proposed strategy through storytelling and compelling presentations.

• Uncover customer needs and issues, reframe problems, and identify opportunity areas.
• Conduct and evangelize customer research, translating results into insights.
• Create user personas and journey maps.
• Translate customer analytics into actionable insights.

• Visualize proposed concepts and communicate their value.
• Develop and maintain user personas, journey maps, and other tools to understand and enhance the user experience.

Qualifications, Experience, & Skills:

• Required Qualifications:

• Minimum 3-5 years of experience in customer experience design.
• Proven track record in improving customer and business outcomes through innovative customer experiences or products.
• Expert with Design Thinking methodologies and tools and proficient at facilitating cross-functional workshops
• Strong strategic mindset and ability to manage complex stakeholder relationships.
• Demonstrated customer empathy and advocacy.
• Ability to navigate through ambiguity.
• Familiarity with agile methodologies.

• BA/BS or higher in design, psychology, marketing, customer research, or related field.
• Experience leading project teams and with design sprints.
• Experience in UX, product design, service design, lean startups, or product development.
• Experience with digital transformation.
• Auto industry or B2C experience is a plus.