Executive Director, Customer Experience Design

Kaplan - Fort Lauderdale, FL3.7

Full-timeEstimated: $120,000 - $140,000 a year
The Executive Director of Customer Experience Design (“CX”) will bring world class design principles and practices to Kaplan’s signature experiences. In collaboration with other leaders within KHE and with our partner institutions, the CX Design Lead will re-design our signature experiences (holistically, omni-channel, and not focused on or limited to digital) and partner with sponsors to keep the experiences healthy and evolving over time

Key Responsibilities:
Establish a shared CX Design vision and approach with business, operations, IT, Marketing, external partners and others across the organization.
Define CX Design best practices and educate the organization about them – develop a common understanding and language about Experience Design.
Ensure consistent application of design principles/practices on all CX design efforts.
Drive an iterative CX design process – think big, start small, iterate quickly.
Drive innovation through endless curiosity – lead colleagues to explore combining existing tools/capabilities in new ways to meet needs customers don’t even know they have.
Apply participative design practices, ensuring we have the voice of the student/customer and all appropriate stakeholders (Marketing, Operations, IT, Data & Analytics, Partner Institutions, etc.) actively engaged in the design process.
Produce and maintain high quality design artifacts to bring designs to life.
Follow a deliberate Customer Experience Management model and partner with Experience Sponsors to maintain and improve the health of signature experiences over time.
Scale the Design function appropriately, as demand warrants, both internally and through third party relationships.
Partner across the organization to ensure brand alignment and consistency throughout the signature experiences, from marketing to operations, to digital, the classroom, and beyond.
Ensure designs are both highly innovative and operationally feasible, embedding measurement capabilities in the designs to gauge impact.
Articulate tangible ROI from CX Design efforts to justify and accelerate continued investments – craft outcome data into a compelling storyline that shows the impact of CX improvements.
Evangelize design principles across the organization and create true believers by delivering business value through differentiating experiences.
Will build the team over time and provide people leadership as the team develops.

Minimum Qualifications:
Bachelor's Degree (B.A./B.S.) required
10+ years of experience in visual design, interaction design and or UX/UI design, with progression from individual contributor to leader of people
Background in visual design, interaction design or UX/UI design
Experience working in complex, matrix organizations
Experience and proven results leading true omni-channel, end-to-end experience design in an agile environment
Deep experience building lasting relationships and alignment across a complex organization – you know how to play a team sport and navigate ambiguity in a matrixed environment
Experience leading people and inspiring a team to perform at high levels
Proven ability to use analytics to create a compelling narrative about the value of and return on investment from Experience Design
History of taking ideas/concepts and leading cross-functional teams to translate into actionable experience designs
Flexibility to apply design principles that fit the specific and unique needs and desired outcomes of each initiative
Outstanding facilitation skills
An entrepreneurial mindset and the ability to work at both strategic and tactical, detailed levels, easily transitioning between the two
Strong leadership presence to inform senior leaders, build confidence and influence decision making

Preferred Qualifications:
Master’s Degree
6+ years’ experience leading people/teams
2+ years’ experience in start-up environment