Senior Experience Designer II

This role is within the Value Digital / Customer Experience team where we create and improve digitally-led experiences for our customers, striving for reliable, simple, exceptional world-class journeys.

About this role

We are seeking a Senior Experience Designer II to join our Agent Experience 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 the tools our customer agents use a truly reliable, simple and exceptional experience.

As a Senior Experience Designer II, you will create delightful designs to deliver great experiences for our customer service agents. The Senior Experience Designer II will create and enhance existing agent desktop experience making them intuitive and friendly and also design for the agent experience that we'll evolve to beyond the current tools.

What you'll be doing

• Generating multiple credible design solutions.
• Creating complex flowcharts and logic flows.
• Judging solution quality and context appropriateness.
• Staying up-to-date with emerging trends and best practices in design, artificial intelligence, and natural language processing.
• Exhibiting mastery of shared tools and software for design.
• Identifying appropriate design problems and opportunities within a brief and recommend solutions.
• Participating in divergent and convergent group work.
• Working independently with some guidance to solve larger, more open-ended problems.
• Creating prototypes and design mockups to visualize and test conversational experiences, iterating based on user feedback.
• Exploring, refining, and documenting solutions thoroughly.
• Objectively evaluating and refining concepts based on learnings from prototypes.
• Supporting testing related to design specifications.

What we're looking for

You'll need to have:

• Bachelor's degree or four or more years of work experience
• Four or more years of relevant work experience.
• Four or more years of experience in experience design.
• Experience designing technical/business applications
• Experience with Figma.
• Strong communication and collaboration skills, with the ability to work effectively with cross-functional teams
• Experience working in an agile development environment.

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 from pencil and whiteboard, to wireframes and prototypes
• Ability to digest and translate complex technical requirements into intuitive experiences.
• Portfolio examples of enterprise applications
• Experience with JIRA
• Experience with Smart Sheets and/or Google Suite