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Lead CX Service Designer – Customer Experience
| Company | Cox |
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| Location | Atlanta, GA, USA |
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| Salary | $119600 – $199400 |
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| Type | Full-Time |
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| Degrees | Bachelor’s, Master’s |
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| Experience Level | Senior, Expert or higher |
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Requirements
- Bachelor’s degree in a related discipline (e.g., human-computer interaction, design, marketing, etc.) and 6 years experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years experience; a Ph.D. and 1 year of experience; or 10 years experience in a related field
- Experience in design consulting; cable, telecoms, or technology; and in enterprises with annual revenues over $10B
- Expert knowledge with collaboration tools such as Figma (+ FigJam) or Mural/Miro; strong knowledge of core Adobe CC suite, including InDesign, Illustrator, and Photoshop, as well as Microsoft PowerPoint; and a working knowledge of leading AI tools across creative and experience use cases
- Excellent written and verbal communication skills to lead effective and concrete outputs; collaboration skills to work with peers across the organization; and presentation and persuasion skills to gain buy-in from senior leadership
Responsibilities
- Envision a transformational end-to-end customer experience
- Bring the experience strategy to life through elegant experiences, solutions, and features with clear design intent, ultimately creating a world-class user experience
- Craft detailed journey maps, service blueprints, and experience requirements that offer clear insights and actionable recommendations
- Create solutions that are both approachable and intuitive for new users and sophisticated enough for power users
- Bring cutting-edge perspective and execute with the attention to detail needed to create excellent experiences
- Effectively balance functional user needs and desires, technology and operational considerations, and business opportunities
- Share experience perspectives cross-functionally (both within the CX function and across the organization), helping others appreciate strategy, processes, and interdependencies and supporting a coordinated effort to accomplish goals
- Act as a key day-to-day player in the strategic design process, partnering within the CX function and broader business to ensure that design execution stays true to your design intent
- Create and delivers powerful presentations to sell visionary concepts to leadership across the company
- Support a thriving culture where designers do work that they’re proud of and where we work to impress each other daily
- Ensure accessibility and inclusivity across everything we design to meet diverse user needs
- Perform other duties as requested
Preferred Qualifications
- BS/BA degree in related discipline strongly desired (e.g. Psychology, Engineering, Computer Science, arts etc.)
- Certifications in UX/UI design from the Nielsen Norman Group, Google, or equivalent institutions is a plus.
- Experience with user testing, including an understanding of methods and tools and experience facilitating testing is a plus
- Has demonstrated understanding of AI strategy and its opportunities for aiding design work and/or optimizing internal processes, and has demonstrated capability in integrating into existing processes or projects
