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Senior Design Workshop Facilitator
Fannie Mae
Reston, VA, United States
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Description
THE COMPANY
Are you interested in helping solve today's most critical housing challenges? In simplest terms, Fannie Mae serves the people who house America. We work at the heart of housing by providing reliable, affordable mortgage financing in all markets at all times, buying loans that banks and other lenders originate, so they can fund new loans. This gives more people the opportunity to buy, refinance, or rent homes and apartments. Creating these opportunities is what drives the people who work at Fannie Mae.
For more information about Fannie Mae, visit http://www.fanniemae.com/progress
JOB INFORMATION
Examine a customer's ecosystem of interactions with Fannie Mae. They will develop and use customer profiles to articulate a detailed visualization of customer values, processes, pain points and goals that helps drive experience strategy and execution for a suite of experiential touchpoints. Use the latest design and development practices to create customer-centric solutions.
KEY JOB FUNCTIONS
• Identify opportunities to enhance the customer experience by gaining a deep understanding through research
• Create detailed journey mapping and user flow documentation for an ecosystem interactions through digital and other channels
• Utilize customer journey mapping and service design blueprinting processes to develop insights about customer needs, expectations, pain points and opportunities
• Develop profiles of various customer archetypes and personas to guide the evolution of experiences
• Conduct user research activities to gain insights. This includes empathy interviews, ethnographic observation, workflow analysis and contextual inquiry of users as well as customer service representatives and other subject matter experts
Qualifications
EDUCATION
• Bachelor's Degree or equivalent required
MINIMUM EXPERIENCE
• 6+ years of related experience
SPECIALIZED KNOWLEDGE & SKILLS
• Highly charismatic, comfortable being the focal point in a room full of senior executives (from both Fannie Mae and our customer companies).
• Confident in driving collaboration between workshop participants.
• Experience with both designing workshop curriculum and leading workshops.
• Exhibit the ability to synthesize findings from workshops and other co-creation sessions.
• Ability to travel to customer locations nationwide is required.
EMPLOYMENT
As a condition of employment with Fannie Mae, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation.
Fannie Mae is an Equal Opportunity Employer.