Customer Experience Manager – Contract - National Christian Foundation

Headquartered in Alpharetta, Georgia, National Christian Foundation (NCF) is a 501(c)(3) charitable grantmaking ministry that provides creative giving solutions and inspires biblical generosity among Christian families, advisors, and charities. NCF has received more than $26 billion in contributions and made more than $18 billion in giver-recommended grants to 90,000 charities. NCF is an industry leader in accepting gifts of appreciated assets such as stocks, real estate, and business interests, which enable givers to save taxes and maximize charitable gifts. We combine a faith-based approach and like-minded local presence with the support and expertise of a trusted national organization. Learn more at www.ncfgiving.com.

Position Overview

The Customer Experience Manager - contract position plays a vital role within our Brand & Customer Experience team, working in close collaboration with the Customer Experience Lead to design, implement, and optimize exceptional customer experiences across all touchpoints. This contract position focuses on experience/service design, research & insights, and documentation to ensure our offerings are user-centric and align seamlessly with our brand strategy. The ideal candidate will be a passionate advocate for customer-centric design, balancing creativity with analytical thinking. They will translate complex ideas into simple, intuitive experiences while maintaining a strong focus on NCF's brand identity and values. This role requires expertise in design thinking, human-centered service design methodology, and user research practices.

Reports to: Senior Manager, Customer Experience

Management/Supervision: None

Duties and Responsibilities

Experience / Service Design

• Create diagrams, wireframes, and user journeys using industry-standard tools to communicate concepts and solutions for digital/hybrid offerings
• Develop service blueprints to illustrate the relationship between customer interactions and business processes
• Collaborate with cross-functional teams to integrate user experience design into NCF's processes
• Drive development, implementation, and monitor updates of our digital brand style guide to ensure consistency across all digital touchpoints

Research & Insights

• Support user research initiatives and reporting to accurately reflect the voice of the customer and voice of the field
• Integrate user insights throughout the design process, ensuring various layers of customer needs and perspectives are represented in decision-making
• Support the organizational experience audit, including facilitating workshops with subject matter experts

Documentation & Communication

• Document the NCF experience as part of the organizational experience audit
• Create comprehensive project plans, clearly communicating goals and expected outcomes
• Develop and maintain design documentation, including user flows, interaction models, and design specifications
• Inspires trust in others in presenting research findings, design concepts, and recommendations to stakeholders at various levels of the organization

Collaboration & Continuous Improvement

• Work closely with the Brand & Experience full team to ensure alignment between experience design and brand strategy
• Participate in regular team meetings and brainstorming sessions to generate innovative ideas for improving customer experience
• Stay up to date with industry trends and best practices in experience design and customer experience management

Other Duties as Assigned

• Support other Offerings & Marketing team initiatives as directed by the Senior Manager, Customer Experience or VP of Brand & Experience

Keyword: Customer Experience Manager, Customer Experience, Brand, User Experience, Marketing
Required Experience:

Christ Centered

• Profession that Jesus Christ is Lord and Savior
• Lifestyle that is consistent with the teachings of Jesus and the Bible
• Agreement and support of NCF’s Statement of Faith
• Demonstrates the values of faithfulness, love, and service

Experience & Education

• Bachelor's degree in User Experience Design, Service Design, Marketing, or related field
• 5+ years of relevant work experience in experience design, marketing, or product/service design
• Strong familiarity with design thinking concepts and human-centered service design methodology
• Solid understanding of user research practices and methodologies
• Creative and collaborative mindset with excellent communication skills
• Strong attention to detail and ability to manage multiple projects and competing priorities simultaneously
• Proficiency in experience design tools such as Figma, Mural, LucidChart, and Visio
• Experience in working with cross-functional teams to support and enhance experience-related projects.
• Experience analyzing brand performance and implementing data-driven improvements.
• Experience in building role-specific analytics dashboards a plus

If you are interested in serving at NCF, please go to www.ncfgiving.com and apply online.

Applicants should be sure to read more about NCF’s vision, mission, and beliefs

From: National Christian Foundation