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Customer Experience Designer & Sr. Customer Experience Designer


Tangerang, BT, ID

Company:  ExxonMobil

Who We Are

ExxonMobil Lubricants Indonesia markets high-performance lubricant products under the Mobil & Federal brands across the country and operates a 700,000 barrel per year blending plant in Cilegon, Indonesia.

We are experience designers, design researchers, and design strategists at ExxonMobil.  Our design practice has over 120 associates working globally to drive human-centered outcomes for one of the world’s most established companies.

We are designing the future of energy.  We are ExxonMobil Design.

Who Are We Looking For

As ExxonMobil continues to grow and prosper, we are looking for the best and the brightest to help us navigate through the energy challenges we face today and in the future. We are currently seeking Experience Designers to join the design teams at ExxonMobil to deliver superior product & service experiences for our customers.  The ideal candidates will have a passion for delighting users through the design of services, products, and experiences that are based on insights discovered through customer research.

Job Role Responsibilities
  • Use the design thinking and hypothesis-driven innovation processes to develop viable solutions to customer needs
  • Perform stakeholder interviews to understand business goals and determine research questions
  • Lead vision & scoping conversations to inform experience design plans and strategies
  • Create research plans to communicate research objectives, questions, and research methodologies
  • Perform customer research via techniques such as interviews, contextual observations, surveys, and participatory workshops
  • Synthesize customer observations and market insights to be shared in the form of reports, personas, scenarios, and journey maps
  • Create service blueprints (as-is and to-be) that represent the customer journey through multiple phases and touchpoints, including qualitative insights related to customer pain points and opportunities
  • Present and defend research findings & design decisions in reviews with both internal teams and customers
  • Facilitate cross-disciplinary teams in design thinking activities to generate new ideas and create prototypes
  • Plan and execute prototype testing studies to evaluate new product & service experience ideas
  • Communicate the vision for new product & service offerings through stories that create customer empathy and clearly define the business value
  • Support organizational design transformation activities to increase awareness of experience design practices and provide periodic training in basic design & research methods
Job Requirements
  • Bachelor's degree in Design, UX, Human-Computer Interaction, Psychology, Anthropology, or related field
  • Minimum of 3 years (5 years for Senior position) of experience in Design Research, Service Design or Strategy in-house or with an agency
  • Passion for delighting customers and designing incredible experiences
  • Strengths in listening, observation, and attention to detail
  • Mindset of experimentation and iteration (fail fast, fail small)
  • Experience in designing product & service experiences
  • Skilled at working with cross-disciplinary teams
  • Experience working with iterative design and development practices
  • Hunger to share knowledge and help others raise the bar through teaching and mentoring
  • Flexibility to work on projects that are constantly changing and shifting
Location : Tangerang, Banten

Application close date: March 31, 2020





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