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Sr. OCM and User Experience Strategist

San Diego, CA 92128

Posted: 01/11/2023 Employment Type: Contract Job Category: UI/UX Job Number: 537862 Is job remote?: Yes Country: United States

Job Description

Job Summary:
Our client is looking for a Sr. Change Management and User Experience Strategist to create experiences that people love and ensure successful change adoption. You will drive collaboration, transparency, and clarity between multiple teams, and functions, while fostering a culture of user-centric design to craft user experiences that connect people in meaningful, enduring ways.
In this role, you will work as part of an entrepreneurial team to understand customer challenges and concerns and work with them to develop and implement solutions to improve workflows/tools and create efficiencies. You will be involved throughout the lifecycle including discovery, prioritization, research, co-creation sessions, prototyping and applying a change management approach to ensure change is adopted and value is realized. This is a unique role as you are a “people-focused” strategist who will lead human-centered strategies for organizational change that are agile, and ready for the digital world. Additionally, you will identify technical, UX, and UI solutions.

Must Haves:
  • User-centric mind set
  • Someone who can facilitate discussions to get results and influence  and direct people to think differently as needed
  • Excellent Written Communication - organize communication, simplify clear understand what is expected of them

Job Responsibilities:
70% - Organizational Change Management
  • Apply a structured change management process and tools to create a strategy to support the adoption of changes
  • Partner with product owners to capture and refine the vision for change with a human-centered focus
  • Identify user segments, conduct impact analyses, and assess change readiness
  • Partner with teams to identify and manage anticipated resistance through the creation of creative change tactics
    • Support the design, development, delivery, and management of communications
    • Support the design, development, and delivery of training programs related to new features and process improvements
  • Partner with leaders to define and measure success metrics 
    • Monitor change progress and evaluate against success metrics
    • Evaluate the effectiveness of change tactics in support of desired outcomes
  • Train and coach leadership and change agents on methods and approaches for successful change engagement 
  • Evangelize the importance of organizational change management and educate product teams new to change adoption techniques to ensure the integration of change planning throughout the life cycle
30% - User Research, Workshop Facilitation, and Solution Design
  • Conduct research to understand user needs using a wide variety of qualitative and quantitative human-centered design methods
  • Facilitate team activities to create and maintain personas to build team empathy for real users; use those personas in storytelling techniques such as empathy maps and as-is/to-be journey maps
  • Gather and synthesize user feedback via hands-on team discussions to translate insights into actions and user stories. 
  • Contribute to storyboards, task flow designs, jobs-to-be-done frameworks, customer journey maps, and/or prototypes to effectively communicate visual intentions
  • Facilitate and lead design sessions with business and technology teams, using human-centered methods and tools
  • Design compelling visuals, storyboards, presentations, and immersive experiences that inform, inspire, and engage 
  • Work in an Agile, collaborative environment to understand user needs and ensure that designs address pain points and create value 
10% - Other duties as assigned 

Education/Experience Qualifications:
  • 3+ years of experience in the following or similar areas: Product Design, Service Design, User Experience, Innovation, or Organizational Change Management
  • Experience using Design Thinking / Human Centered Design methods to develop business solutions
  • Experience with organizational change efforts that vary in size and complexity
  • Experience in identifying, engaging, and interviewing research participants within an organization and its external customers
  • Certification in one or more of the following is preferred: Professional Facilitation, Change Management (CCMP), Prosci, Human-Centered Design, Lean Six Sigma 

Skills/Knowledge/Abilities Qualifications:
  • Knowledge of user-centered design principles
  • Experience and knowledge of change management principles, methodologies, and tools
  • Ability to facilitate or host complex design discussions and drive results
  • Ability to clearly communicate the benefits and insights of user research in a way that generates empathy amongst cross-functional teams of designers, engineers, product managers, and leadership
  • Ability to adapt methods to the needs of the effort/team and to define new research methods as needed
  • Able to proactively identify, scope, and prepare business cases including return on investment, for opportunities to improve processes in conjunction with process owners/managers
  • Ability to monitor, develop metrics and report business process performance against accepted standards (KPI’s and OKR’s)
  • Ability to listen, articulate positions, and advocate for users
  • Excellent writing skills with demonstrated ability to research, collaborate with subject-matter experts, and present complex information clearly for decision-making or informing users of upcoming changes
  • Outstanding storytelling and presentation skills
  • Can adhere to and evolve existing brand identity, visual concepts, and design systems
  • Ability to work with cross-functional teams and handle multiple projects with tight deadlines
  • Ability to exercise judgment in selecting methods, techniques, and criteria for obtaining results
  • Knowledgeable in Agile development practices
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