Customer Experience design || remote || 10+ year exp

Role: Sr. CX Experience Designer

Location: NY-NY (remote)

As CX Experience Designer you ll work in a multidisciplinary team, alongside researchers, experience designers, visual designers, and developers, to deliver best-in-class, human-centered products, and services for the Marketing organization. Your role will be to analyze, plan, map, and create the most valuable and contextually accurate experiences that are simple, and intuitive for customers to use.

You will have a deep understanding of experience architecture, how to design in a fast-paced, high-pressure environment, whilst helping transform the end-to-end product and service conversion and acquisition model.

Main responsibilities

As Sr. CX Experience Designer you will:

• Engage in the full lifecycle of client projects beyond initial site development including unit tests, documentation, deployment, and maintenance. This includes enrollment platform design and development using a Content Management System (CMS) that requires proficiency HTML, CSS, and JavaScript.
• Design conceptual wireframes, high-fidelity mockups, information architecture diagrams, interaction specifications, and functional prototypes.
• Understand the core Human Centered Design framework of an experience and design targeted improvements to that framework that accommodates new and improved process refinements and deliverables.
• Create and rapidly iterate interactive prototypes in accordance with task, scenario, and business needs.
• Co-creating on designs with developers, marketing, and product stakeholders.
• Put forward new cases for designs improvements with marketing and product managers.
• Communicate with detailed design and industry backed decisions and be able to represent all experience touchpoints.
• Engage and align with all multidisciplinary teams across the customer office business.
• Collaborate with research department to execute usability testing studies.
• Analyze friction within existing experiences and identify root causes for that failure that can be translated into solutions.

Skills and experience

• Experience working in a dynamic, fast paced startup environment and working closely with high level stakeholders.
• Demonstrates strong visual design execution and attention to detail.
• Strong understanding of responsive web design principles and the ability to create mobile-friendly layouts.
• Familiarity with web accessibility guidelines and standards such as WCAG 2.0 or 2.1.
• Experience working with Content Management Systems and Design Systems.
• Ability to troubleshoot technical problems logically and systematically.
• Versatile in knowledge of retail purchase experiences, Financial Services and the insurance business is a plus.
• Must demonstrate strong knowledge of design thinking.
• Working collectively and autonomously with cross-functional teams.

For this role, the following competencies are essential:

• Innovation Consistently push ideas and provide out of the box solutions to design problems.
• Collaborating and partnering Develop and inspire those around you; encourage, acknowledge, and reward individual and team efforts.
• Continuously changing and improving Sought by senior leadership for progressive and innovative counsel.
• Making effective and decisive decisions Provide unscripted strategic counsel can think on your feet without disrupting strategic intention.
• Leading and communicating Viewed as a role model and leader within the organization.
• Influence of experience quality tie a design to a strategic initiative or business outcome within our organization and across multiple business domains.
• Humility at the highest level Welcome the constructive criticism of the work and be able to constructively review the work of other designers.
• Empower your co-workers Contributes to team- building activities and growth paths.
• Challenge thinking appropriately Listen, observe, and respond. Apply logic and reasoning to ask the right questions at the right time to influence those around you into creating the best solution for the business and all customers. Constantly look for opportunities to elevate work to the next level.
• Storytelling and presentation skills Create clear, compelling, and cohesive presentations that frame context with emotion and need, so audiences can be taken on an informative, self-guided journey.
• Empathy & Curiosity Drive inquisitive thinking, exploration and investigation with customers and stakeholders. Understanding how we feel and react to moments of need, opportunity, and challenge.