GROUP EXPERIENCE DESIGN LEADER 5746
Direct Hire | Hybrid (Atlanta Area)
Tier4 Group is seeking a Group Experience Design Leader to help define and improve complex customer, employee, and business experiences across a portfolio of products and services.
This is not a traditional UX design role.
We are looking for a leader who understands how experiences are shaped by people, processes, systems, data, and technology. The ideal candidate combines expertise in service design, journey mapping, facilitation, and experience strategy with the ability to personally execute UX and product design work.
This role requires someone who can move seamlessly between executive conversations, cross-functional workshops, customer journey design, service blueprinting, and hands-on design execution.
If you're energized by solving complex problems, leading organizational change, and designing experiences that extend beyond digital interfaces, we'd love to speak with you.
Location & Work Environment
- Direct Hire, Full-Time Position
- Hybrid work environment
- Atlanta-area candidates strongly preferred
- Expected onsite presence of 1-2 days per week
- Regular collaboration includes:
- Whiteboarding sessions
- Design-thinking workshops
- Product strategy discussions
- Stakeholder meetings
- Cross-functional planning sessions
What You'll Do
Lead Experience Strategy
- Define and drive experience vision across products, services, and customer journeys.
- Translate business goals and customer needs into actionable experience strategies.
- Identify opportunities to improve experiences across multiple touchpoints and channels.
- Influence decision-making and priorities through human-centered design principles.
Design End-to-End Experiences
- Lead journey mapping, persona development, service blueprinting, and workflow design efforts.
- Identify customer pain points, operational challenges, and opportunities for innovation.
- Connect user-facing experiences with the systems, processes, teams, and data required to deliver them.
- Help define how experiences should evolve over time.
Facilitate Organizational Alignment
- Lead design-thinking workshops and collaborative working sessions.
- Bring together stakeholders from Product, Technology, Operations, Marketing, and Business teams.
- Build consensus around customer needs and organizational priorities.
- Guide teams through ambiguity and complex decision-making.
Apply Service Design Thinking
- Develop and maintain service blueprints that capture customer interactions, supporting processes, systems, dependencies, and success measures.
- Analyze front-stage and back-stage experiences to uncover opportunities for improvement.
- Help teams understand how operational, technical, and organizational factors influence customer outcomes.
Deliver Exceptional UX & Product Design
- Create workflows, wireframes, prototypes, and production-ready designs.
- Solve complex usability and experience challenges.
- Drive accessible, intuitive, user-centered experiences.
- Partner closely with Product Managers and Engineering teams from discovery through delivery.
Advance Design Systems & Design Excellence
- Contribute to and help govern enterprise design systems.
- Promote consistency, usability, accessibility, and scalability across products.
- Establish best practices and design standards.
- Mentor designers and cross-functional partners.
Required Qualifications
- 10+ years of experience in Experience Design, Service Design, Product Design, UX Design, Customer Experience, or related disciplines.
- Demonstrated experience leading complex customer, employee, or enterprise experience initiatives.
- Strong expertise in:
- Service Design
- Journey Mapping
- Service Blueprinting
- Personas
- Design Thinking Facilitation
- Experience Strategy
- Workflow Design
- Systems Thinking
- Proven ability to lead cross-functional initiatives involving Product, Technology, Operations, and Business stakeholders.
- Strong facilitation and workshop leadership skills.
- Experience presenting recommendations and influencing executive leaders.
- Hands-on UX/UI and product design capabilities, including wireframing and prototyping.
- Proficiency with Figma and modern design tools.
Preferred Qualifications
- Experience creating, governing, or scaling enterprise Design Systems.
- Experience leading transformation initiatives.
- Experience working within large, complex organizations.
- Background in regulated industries such as financial services, healthcare, insurance, or similar environments.
- Previous people leadership, mentoring, or team-development responsibilities.
