We are seeking designers who have embraced Lean UX, Agile methodologies, and can speak convincingly about the value and challenges of human centered design. We expect you to possess and demonstrate strong design skills and a passion for pushing good to great. You will be championing the best interests of our customers and help support our business outcomes. You will conduct research, facilitate workshops, prototype, and test your designs, and plan for iterative design releases. We will want you to have an understanding and appreciation of usability concerns, best practices, and the intertwined nature of design and implementation.

What motivates you?

• An unwavering curiosity to ask why

• Design brings you happiness

• You obsess about customers, listen, engage, and act for their benefit

• You think big

• You thrive in teams, and enjoy getting things done together

• You take ownership and build solutions, focusing on what matters

• You do what is right, work with integrity, and speak up

• You share your humanity, helping us build a diverse and inclusive work environment for everyone

You will play a key role in:

• Collaborating with customers, business stakeholders, and engineering teams across multiple business units to discover new opportunities and explore customer needs

• Developing a complete understanding of customer needs and wants, identifying product and business model opportunities, and keeping customers at the forefront of every decision

• Collaborating with other design teams within the organization to establish a community, share knowledge, and cross-pollinate ideas

• Embracing and employing both current and emerging UI best practices and digital standards in all design deliverables

Job Duties:

• Develop interactive and visual designs including creating concepts, annotated wireframes, annotations and UX flows; creating complex storyboard interactions and working digital prototypes accounting for use cases and multiple flows; and finding and filling gaps in existing design system;

• Create low to high fidelity web and mobile interactive prototypes and design documentation including redlines, use case/scenario explanations and component states to provide guidance on HTML, CSS and JavaScript behaviors to front-end and Salesforce developers using Figma;

• Utilize Salesforce to conduct design quality assurance in lower development regions (INSSIT, INSDEV, QA) before product launches to ensure digital experiences are ADA compliant and accurately reflect brand identity on digital properties;

• Conduct qualitative and quantitative customer experience analytics and user research including performing moderated interviews, designing and fielding moderated and unmoderated interactive user testing, competitive audits, market landscape audits, pain point analysis, and information architecture research to deliver customer centered solutions;

• Use human-centered design methods and techniques to design digital experiences across multiple platforms and prototype workflows from beginning to end;

• Perform design research and customer experience analysis including competitive audits, market landscape audits, customer feedback, and pain point analysis (qualitative and quantitative) to make data-driven design decisions and plan iterative design releases using customer experience management tools such as Medallia and Decibel;

• Collaborate with developers to develop and implement strategic web design solutions to organize content for user comprehension, conversion and satisfaction within technology constrains for best-in-class digital experiences using design fundamentals and knowledge of user needs and content types to translate information architecture and requirements;

• Create complex webpage designs with component library, set styles, margins, padding, and various design elements using Content Management System (CMS), Adobe Experience Manager (AEM) and Figma;

• Utilize current and emerging UI best practices, digital standards, Web Content Accessibility Guidelines (WCAG), design systems and system requirements knowledge to create web and mobile experiences for customers accessing online portals from desktop, tablet, and mobile devices; and

• Create customer journey maps and service blueprints to analyze how all aspects of experiences integrate with and impact each other in context of larger service and organizational ecosystem.

This is a Hybrid role with two designated mandatory days in office each week.

Employee will be eligible to work from home within commuting distance of worksite the other days.

Minimum Requirements:

Master’s degree or foreign equivalent in Information, Information Science, User Experience Design, or related field and 1 year of experience in an experience design role.

Experience must include:

• 1 year of UX design experience in a complex authenticated digital environment;

• 1 year of Agile Squad experience;

• 1 year of experience with customer journey mapping using customer segmentation profiles and personas to drive varying action paths based on needs;

• 1 year of experience creating annotated wireframes, user flow storyboards and functional prototypes supporting complex human-computer interactions across all form factors using Responsive Web Design (RWD);

• 1 year of experience conducting Creative Quality Assurance throughout multiple development regions;

• 1 year of experience using web accessibility design standards and implementation approaches;

• 1 year of experience presenting design solutions to diverse cross-functional audiences including stakeholders and Agile Squad; and

• 1 year of experience conducting quantitative and qualitative customer research on human-computer interactions.

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