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Company

Cox Communications · 6 hours ago

Senior Service Designer

United States

Full-time

Remote

Senior Level, Lead/Staff

$129K/yr - $215K/yr

10+ years exp

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Comp. & Benefits

No H1B

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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, low-fidelity proofs-of-concept, and design 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

Facilitate cross-functional stakeholder groups through workshops, meetings or ideation sessions to ensure alignment and collaboration.

Help others appreciate UX strategies, designs, processes, and interdependencies, and support a coordinated effort to accomplish goals

Act as a key day-to-day player in the strategic design process, partnering with the CX Operations team and broader business to ensure that design execution stays true to your design intent

Create and deliver powerful presentations to sell visionary concepts to leaders 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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer ExperienceService DesignUX/UI DesignAdobe CC SuiteCustomer Journey MappingService BlueprintsMicrosoft PowerPointData AnalysisFigmaDesign ConsultingUX/UI CertificationsUser TestingAI StrategyCollaboration Skills

Required

Bachelor's degree in a related discipline and 10 years experience in a related field (i.e., Customer Experience, Service Design, UX/UI design, etc.). The right candidate could also have a different combination, such as a master's degree and 8 years experience; a Ph.D. and 5 years experience in a related field; or 14 years experience in a related field

Requires 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

Proficiency in creating customer journey maps and service blueprints leveraging human-centered design methodologies

Proficiency measuring and monitoring the effectiveness of services using data analysis and user feedback

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

Preferred

Strong knowledge of Figma (+ FigJam)

Experience in design consulting; cable, telecoms, or technology; subscription business model; and in enterprises with annual revenues over $10bn desired

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

Benefits

Flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations

Seven paid holidays throughout the calendar year

Up to 160 hours of paid wellness annually for their own wellness or that of family members

Additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave

Health care insurance (medical, dental, vision)

Retirement planning (401(k))

Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)