Summary: The role of Directeur de Programme Centre de Service de Design d'Expérience involves leading the establishment of a service center focused on optimizing customer and advisor experiences at LCL. The position requires creating and structuring methodologies to gather user insights and ensure a cohesive UX and CX across all user journeys. The director will oversee a team and collaborate with various stakeholders to enhance service design and implement effective solutions. This role is pivotal in aligning LCL's ambition to be the leading bank in customer satisfaction.

Key Responsibilities:

• Implement user research methodologies to gather and analyze user expectations and needs.
• Structure the DesignOps approach to integrate with agile teams and projects.
• Ensure a consistent UX and CX across all user journeys.
• Oversee the evolution of the design system in collaboration with front-end developers.
• Manage operational improvements for customer and advisor journeys from solution definition to prototype testing.
• Lead a community of designers to enhance expertise in service design.
• Collaborate with various teams within LCL to ensure a seamless end-to-end experience.
• Work with UX experts within the Crédit Agricole group.

Key Skills:

• Minimum education level of Bac + 5 / M2 or higher.
• Specialization in UX or a related field.
• At least 11 years of experience in experience design and project management, preferably in agile methodologies.
• Strong customer orientation and service mindset.
• Excellent interpersonal skills and ability to work collaboratively.
• Project management and change management skills.
• Proactive, autonomous, and pragmatic problem-solving abilities.
• Analytical skills with a focus on customer journey processes.
• Proficiency in design tools and familiarity with Jira and Confluence.

Salary (Rate): undetermined

City: Villejuif

Country: France

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other