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This role is within the Customer Success team where we create and improve experiences for our agents, striving for reliable, simple, exceptional world-class journeys.

About this role

We are seeking a Lead Experience Designer to join our team where we are iteratively designing and developing best in class experiences for our agents. Join us to help set new standards in our category and make the agent experience a truly reliable, simple and exceptional experience.

As a Lead Experience Designer, you will lead cross-disciplinary teams on complex design programs to deliver great onboarding experiences. The Lead Experience Designer defines and aligns teams around a design vision and is accountable for solutions and quality across the whole agent experience.

What youll be doing

• Generating multiple credible design solutions.
• Planning and facilitating team activities to identify appropriate design problems and opportunities within a project brief.
• Facilitating creative concepting.
• Facilitating divergent and convergent group work.
• Judging solution quality and context appropriateness and make recommendations for improvement.
• Providing directional input to the team.
• Leading a cross-disciplinary team in problem solving through facilitation of design activities combined with hands on work while planning overall approach in partnership with leaders.
• Understanding the broader user's journey with a product, and define and create content that is accessible, understandable, actionable, and engaging across touchpoints to shape experiences that transform customers into advocates.
• Playing a role in evolving the design system by facilitating discussions around proposed updates and tradeoffs and participating in feedback opportunities.
• Establishing best practices in shared tools and software for design.
• Guiding exploration, refinement, and documentation to be comprehensive and thorough.
• Communicating proposed solutions to stakeholders in business terms.

What were looking for

Youll need to have:

• Bachelors degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Expertise in standard UX software such as Figma, Balsamiq, Framer, Google suite, Adobe suite (Adobe XD, InDesign, Illustrator, Photoshop, Acrobat Pro, Premiere Pro, After Effects), Microsoft PowerPoint/Google Slides/presentation design/editing, Canva/AI design tools

Even better if you have one or more of the following:

• Experience in designing complex solutions for digital environments, Customer support systems or onboarding journeys.
• Basic HTML5, CSS3, and JavaScript skills.
• Understanding of Customer support systems, Interact, Oracle platforms (ADF), or similar systems.
• Ability to work with clients to understand detailed requirements and design complete user experiences that meet client needs and vision.
• Experience using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design.
• A solid grasp of user-centered design (UCD), planning and conducting user research, user testing, A/B testing, rapid prototyping, heuristic analysis, usability and accessibility concerns.
• Iterate designs and solutions efficiently and intelligently.
• Ability to work effectively in a team setting including synthesizing abstract ideas into concrete design implications.
• Collaborating and communicating closely with teams and other stakeholders via a distributed model, to regularly deliver design solutions for approval.
• Non-software skills (photography, video recording/editing, stock asset searching, vector illustration, writing, editing and proofreading, storyboards)