Oncourse Home Solutions · 1 day ago
Lead UX Designer
Naperville, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$126K/yr - $185K/yr
5+ years expOncourse Home Solutions is a trusted home protection provider serving nearly 2 million customers across 43 states. The Lead UX Designer will own the end-to-end experience strategy and design for customer-facing digital journeys and internal agent workflows, ensuring a seamless and effective user experience.
Heating Ventilation and Air Conditioning (HVAC)Home ImprovementHome Services
Responsibilities
Define and evolve the experience for customer digital journeys (web, mobile, self-service) and agent workflows (Salesforce, Amazon Connect)
Translate business and operational goals into cohesive experience strategies and design principles
Ensure consistency and coherence across customer- and agent-facing experiences
Lead qualitative and quantitative research across customers and agents to uncover unmet needs, usability gaps, and workflow friction
Partner with Product, CX, Operations, and Data teams to frame problems based on evidence, not assumptions
Synthesize insights into clear journey maps, opportunity areas, and experience hypotheses
Design end-to-end experiences, including journeys, workflows, interaction models, and service blueprints
Create wireframes, prototypes, and interaction patterns that balance usability, scalability, and technical constraints
Contribute to and evolve design systems and reusable patterns across digital and agent platforms
Partner with Product and Data to design and evaluate experiments (A/B tests, usability tests, pilots)
Use behavioral data and usability findings to iterative and improve experiences
Validate designs through testing before and after launch to ensure outcomes are achieved
Act as the subject-matter expert for digital and agent experience design
Influence without authority across Product, Engineering, Marketing, Operations, and Data Science
Ensure experiences are accessible, scalable, and maintainable over time
Raise the UX quality bar across teams through critique, coaching, and clear standards
Qualification
Required
5+ years of UX design experience, including 3+ years operating at principal or staff level
Experience designing complex customer-facing digital products and internal enterprise/agent tools
Proven experience supporting digital transformation initiatives
Strong expertise in journey mapping, interaction design, and service design
Deep understanding of human-centered design applied to both customers and operators
Comfort working with ambiguity and shaping problems before solutions exist
Comfortable operating with high autonomy and accountability
Able to influence senior stakeholders and align teams around experience direction
Direct, thoughtful communicator who gives and receives candid feedback
Experience designing within Salesforce platforms
Strong understanding of accessibility, usability standards, and modern design systems
Proficiency in Microsoft O365, Figma, Jira, Fullstory
Bachelor's degree in Engineering, Design, HCI, or equivalent practical experience
Preferred
Familiarity with Contact Center environments and workflow-heavy systems is a strong plus
Experience in subscription or membership-based businesses is a plus
Benefits
Healthcare
Life insurance
Paid time off
Retirement
Commuter benefits
Education reimbursement
401(k) Plan with 4% Company Match
Generous Paid Time Off
Education Assistance Program
FSA/HSA Options
Employee Wellness
Vibrant Company Culture
Company
Oncourse Home Solutions
Oncourse Home Solutions offers home warranty plans, covering repairs, maintenance, and improvements.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Andrei Utkin
Head of Acquisition Marketing
Recent News
2025-10-22
Company data provided by crunchbase