Principal Experience Designer

About this role:

We are seeking a Principal Experience Designer to lead the Agent Experience design team where we are iteratively designing and developing best in class experiences for our customer service agents. Join us to help set new standards in our category and make our customers shopping interactions a truly reliable, simple and exceptional experience.

As a Principal Experience Designer, you spend your time focused on running projects. You guide your team to make the right decisions for the customer. You cultivate relationships with product, tech, and business partners, and monitor the health of your projects. You can jump in and get your hands dirty. You mentor and support the team and are sensitive to their goals and challenges, knowing when to jump in and when to step away. You are responsible for project success and the quality of our solutions. You set the standards for craftsmanship.

What you'll be doing

• Facilitating and inspiring creative concepting. Challenge designers to responsibly push the boundaries during concept phases.
• Planning and facilitating team activities to identify appropriate design problems, solutions, and opportunities within project brief and client context. Recognize when to make a decision and commit to a direction.
• Planning and facilitating iteration and critique to improve solution quality and support user, business, and technical requirements.
• Recommending and facilitating design activities/methods to guide teams and clients through ambiguous project periods. Assess needs of team members and provide resources where possible.
• Identifying activities and communications necessary to deliver digital product strategy ideas to a client. Build a shared understanding of how the method and tone of communication impacts the project.
• Creating transparency into your decision-making process, and recognize valid challenges to your point of view. Externalize choices and behaviors so that the team can understand the rationale.
• Ramping up new team members, including business context, product positioning and strategy.
• Helping the team see value in the work. Coach team on project dynamics, collaboration, and interpersonal communication.
• Planning, coordinating, and facilitating meetings with staff and clients to gather feedback, make decisions, and determine next steps.
• Assessing gaps in availability, competency, and time. Choose to assign, coach, and complete any and all design activities if the team can't fill.
• Facilitating teams to define product roadmaps, prioritize new features and enhancements, and recommend feature sets for phased product releases.
• Participating in/facilitate project definition and estimation to shape activities, timeline, and resource plan that align with client objectives and approach.
• Identifying partner needs and shape project approaches to match them.
• Play gatekeeper for the type of work your team takes on.
• Contributing constructive, thoughtful critique real-time and in the performance feedback process. Provide input to role change and performance discussions.
• Participating in the recruiting and hiring process.

What we're looking for

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience in consumer-facing design management.
• Experience in digital design & user centric design overall.
• Demonstrated leadership of design teams in framing and solving challenging problems on multiple design programs or shipped products with a large user base.
• Proven record of implementation of innovative efforts to improve experience from concept to execution.

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

• A degree in design or related field of study.
• A portfolio of UX design work.
• Ability to digest and translate complex technical requirements into intuitive experiences.
• Experience defining and driving the vision of experience programs and/or partnership based programs.
• Portfolio examples of enterprise applications.
• Comfort with design tools like Figma and Adobe Creative Cloud.
• Experience with agile methodology and tools.
• Comfort with Asana and Google Suite.