WHAT DOES AN EXPERIENCE DESIGNER DO?
Updated: Jun 12, 2025 - The Experience Designer promotes design thinking and agile working while enhancing a human-centered mindset across the company. This position develops compelling propositions and proposals for government and commercial clients by uncovering relevant processes and best practices. This role conducts research, facilitates workshops, and collaborates with stakeholders to create innovative, user-focused solutions.
A Review of Professional Skills and Functions for Experience Designer
1. Experience Designer Duties
- Experience Design: Support the delivery of the new CX Blueprint by designing experiences that deliver against the things that matter to customers and businesses.
- Customer Journey Mapping: Create and maintain customer journey maps, providing an end-to-end view of key journeys across multiple touchpoints and channels and a single version of the truth across the business.
- Workshop Facilitation: Design and deliver experience workshops, working with the customer insight and data teams to provide quantitative and qualitative inputs to help bring the experience to life.
- Performance Analysis: Develop a suite of journey dashboards to evaluate journey performance and identify correlations across key customer and commercial data sources including survey feedback (e.g., Net Promoter Score), complaints, goodwill, and churn.
- Journey Development: Identify and support the development of new journeys using best-in-class methodologies.
- Strategic Recommendations: Make recommendations for prioritized improvements by identifying the cost of inaction.
- Stakeholder Engagement: Participate in and lead presentations to share the voice of the customer, spread understanding, and create belief in customer experience across the organization.
- Field Research: Be visible by spending time in the customer and colleague worlds, maintaining an up-to-date view of the experience.
- Relationship Building: Drive to build great relationships and networks and be an advocate for the team across the wider organization.
- Innovative Thinking: Demonstrate the use of best-in-class thinking and future trend analysis to challenge ways of working.
- Strategy Support: Complete additional reasonable requests to support the CX and wider commercial strategies.
2. Experience Designer Details
- Design Advocacy: Promote the value of design thinking and agile working, and enhance the human-centered mindset of every person in the company.
- Proposal Leadership: Lead in developing compelling propositions and proposals for both government and commercial clients, that uncover and describe relevant processes and best practices.
- Stakeholder Collaboration: Work with senior stakeholders to understand business needs, gather, analyze, and document business and user requirements through designing and facilitating engaging workshops.
- Market Research: Conduct research to gain insights and inspiration from customers, competitors, and trends.
- Best Practices Definition: Help define best practice for design thinking, customer experience, and loyalty.
- Creative Thinking: Think creatively to generate original ideas.
- Solution Implementation: Collaborate with project teams and clients to define and implement solutions.
- Visual Storytelling: Visually communicate complex information and ideas in an engaging way that tells a story.
- Design Direction: Use research findings to guide the visual direction and communicate it through sketching, mockups, and prototyping.
- Wireframe Design: Take designs from product requirements to high-fidelity wireframes and get them ready for development or print.
- Campaign Design: Responsible for designing engaging email marketing campaigns.
- Prototyping: Prototype products and create a stimulus for user testing.
3. Experience Designer Responsibilities
- Project Leadership: Lead projects in user-centered design solutions while working alongside a cross-disciplinary Slalom team.
- Team Leadership: Lead design teams in the implementation of these solutions.
- Requirements Gathering: Gather requirements for web and mobile applications through contextual inquiry, application workflows, and information architecture.
- Prototype Production: Produce clickable prototypes, visual design, and branded pattern libraries.
- User Testing Facilitation: Facilitate user testing and synthesize the output to help drive iteration and evolution of the products.
- UI Review: Review UI to ensure proper implementation, and work with technical teams to hone the experience and polish of the final output.
- Concept Development: Brainstorm and create concepts for best-in-class user experiences.
- UI Translation: Translate abstract concepts into simple and elegant user interfaces.
- Design Creation: Create concept models, user interface sketches, and detailed schematics.
- Innovative Design: Strategize, concept, and design groundbreaking platforms for clients.
- Complex Problem Solving: Develop straightforward design approaches to complex design problems.
- Multidisciplinary Collaboration: Collaborate actively as part of a multi-disciplinary team.
- Design Cohesion: Work closely with fellow creatives and developers to ensure a cohesive design system.
4. Experience Designer Job Summary
- Curriculum Design: Conducts needs analysis (for new and existing courses) then designs and develops training curriculum, certificate programs, materials, and job aids for instructor-led, video, or other virtual platforms.
- Solution Modification: Makes recommendations on modifications to solution design.
- Adult Learning Application: Uses adult learning practices and technologies for the needed outcome.
- Proactive Consulting: Accountable for proactively consulting with school lead, line of business representatives, and subject matter experts to design and develop solutions that meet business objectives.
- Performance Analysis: Analyzes business results and learners' success to identify areas of opportunities.
- Leadership Consultation: Lead business unit meetings to consult on learning solutions to drive improved business outcomes.
- Business Partnership: Partner with the business by participating in business activities such as team meetings, huddles, town halls to identify opportunities and improve results.
- Business Acumen: Stay updated on business changes.
- Training Support: Assists master trainer, field trainers, and internal trainers with measurement, facilitation, and evaluation of all learning and performance solutions.
- Solution Evaluation: Performs evaluation of complex learning solutions for all audiences.
- Research and Development: Develops recommendations based on findings.
- Innovative Design Techniques: Responsible for utilizing the most effective and up-to-date design techniques and platforms through research and involvement in L&D industry groups.
- Technology Selection: Provides informed recommendations and selects technology tools to drive expected outcomes.
- Tool Selection for Delivery: Recommends the best tool for delivery to support business objectives.
- Performance Tracking: Responsible for establishing tracking to measure business results generated through learning and performance improvement solutions and tools (instructor-led (class and virtual), e-learning, job aids, coaching, learning management systems, and other learning technologies).
5. Learning Experience Designer Accountabilities
- Content Creation: Rapidly and iteratively create impactful and engaging content for teams across Blue Bottle Coffee.
- Collaborative Development: Collaborate with subject matter experts across the business to help translate knowledge into an effective learning experience for teams.
- Project Management: Maintain a learning experience roadmap that ensures hitting project deadlines set by the Director of Learning and Development and Learning & Development Program Managers, with a minimum of six large-scale projects per year.
- Learning Solution Design: Design blended learning solutions that maximize learning efficiency.
- Product Ownership: Act as the owner of the product’s design, development style, content execution, and instructional standards.
- Design Collaboration: Work collaboratively with partners to define design specifications and instructional strategy for all assigned projects.
- Platform Optimization: Optimize the Learning Platform (LMS) and other Learning Tools to maximize Blended Learning opportunities for teams.
- Impact Measurement: Use LMS data and stakeholder feedback to measure and report on the effectiveness of learning initiatives.
- Quality Assurance: Meet high standards of design quality for every learning program and asset, collaborating with the Brand teams on design strategy.
- Content Support: Support the design of written content and visual assets for learning materials.
- Media Content Development: Develop engaging content in a variety of media such as graphics, video, audio, written, and interactive.
- LMS Administration: Manage and administer the Learning Management System.
- Learning Design: Assist in corporate learning design and development from start to finish.
- Research Collaboration: Work collaboratively with internal subject matter experts and assist in research and analysis of learning needs.