Service Designer

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how thework we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Job Description

Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected and more productive. From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live.

We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen - the makers, the forward thinkers, the problem solvers. That's where you come in.

About the Role:

Enterprise Customer Experience is an organization at Rockwell Automation that guides customers to value and deliver the experience they need and expect, allowing them to achieve their desired business outcomes and accelerate time to value.

We realize this work through:

• Driving improvements through Moments that Matter for our customers
• Scaling our operations to be as efficient, effective and consistent as possible
• Simplifying customer touchpoints across teams, services, products and partners to orchestrate a near-seamless experience

The Enterprise Customer Experience Service Designer focuses on creating and improving Moments that Matter to enhance user experiences and deliver value to both customers and organizations. Through your leadership, influence, and hands-on engagement, you will build and activate consistent, predictable, and scalable customer experiences. You will report to the Leader, CX Design and have a hybrid schedule working in Milwaukee, WI or Mayfield Heights, OH.

• Conducting user research to understand customer needs, behaviors, and pain points.
• Creating user journey maps to visualize and analyze the entire service experience from the customer's perspective.
• Designing and improving service touchpoints across various channels (digital, physical, and human interactions).
• Facilitating co-creation workshops with stakeholders to generate ideas and solutions for service improvements.
• Prototyping and testing service concepts to validate ideas and iterate on designs.
• Developing service blueprints that outline the end-to-end service delivery process, including frontstage and back-stage operations.
• Collaborating with cross-functional teams, including researchers, designers, subject matter experts, and business stakeholders.
• Develop and implement a comprehensive CX strategy aligned with our company's goals and vision
• Collaborate with cross-functional teams to develop and maintain detailed customer journey maps for different segments and personas, to ensure a consistent and seamless customer experience
• Oversee the implementation and adoption of CX-related technologies and tools
• Create regular reports on CX performance for readouts to stakeholders & leadership

• Bachelor's Degree
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

• 2+ years of experience in customer experience management, preferably in manufacturing or industrial settings
• Use various tools and methods, including journey mapping, blueprinting, and prototyping, but the core focus is on understanding and improving the holistic service experience for users while considering organizational constraints and opportunities.
• Strong understanding of CX best practices, methodologies, and technologies
• Excellent project management and leadership
• Experience with CX software platforms and data analysis tools
• Experience with Design Thinking methodologies
• Experience with Voice of Customer Research methods
• Knowledge of Lean Six Sigma or other process improvement methodologies

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
• To learn more about our benefits package, please visit at www.raquickfind.com.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid #LI-SG1

We are an Equal Opportunity Employer including disability and veterans.

If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7247.

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.