Job Description

We are seeking a Senior UX Lead with experience in e-commerce, and customer journey mapping to join the Customer Experience Center of Excellence team. As a UX Lead, you will be responsible for creating satisfying and compelling experiences for consumers, focusing on reshaping the customer experience to address key moments of truth within the customer lifecycle. This role requires a deep understanding of all touchpoints, pain points, and customer feedback within specific customer journeys. You will be responsible for improving conversions, retention, and addressing root causes that result in unnecessary interactions. 

As a UX Lead, you must be able to solve a range of problems, analyze and understand customer behavior and decision-making tactics. You will map current sub-journeys and experiences and lead discovery conversations with key business owners to determine the process and technical solutions needed to improve the customer experience. Additionally, you will explore insights about users through various methods such as surveys, interviews, data analysis, usability studies, diary studies, and ethnographic observation. You will own the research process, from participant screening and defining test plans to data analysis and result synthesis. 

Candidates must stay up to date with design and technology trends, with a focus on the digital journey, improved self-service, and creating engaging digital experiences. You must possess creativity and practicality, knowing when an issue may be best addressed with a business practice change instead of implementing new technology. The Customer Experience Team you will be a part of bridges the gap between the customer and the brand, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective. 

This UX Lead position is a hands-on role that requires active involvement in the design and implementation process. The UX Lead will actively contribute to the creation of intuitive and engaging digital experiences by participating in the design and development of prototypes, artifacts, and tools. They will work closely with researchers, designers, and other team members to ensure the successful execution of user-centered design methodologies. 

The UX Lead will collaborate with technology, product, and business teams to translate complex ideas into understandable concepts and contribute to the enhancement of the product experience. They will actively champion the prioritization of design-centered product enhancements based on research and analysis, using methodologies such as design thinking and service design. 

This hands-on aspect of the role involves conducting usability and empathy studies, creating process and user flows, journey maps, and interaction models, and adhering to existing design standards while contributing to the internal design system, best practices, and guidelines. The UX Lead will also support effective storytelling and presentation of visual concepts to various stakeholders, showcasing the value of user-centered design. 

The combination of management responsibilities and hands-on involvement ensures that the UX Lead plays a vital role in driving the customer experience strategy, leading the research and design efforts, and actively contributing to the creation of compelling digital experiences. 

• 5+ years of experience in Customer Experience work and UX research or research analysis (consideration given to internships or graduate-level work in lieu of experience).
• Experience with Customer Journey Mapping & Design.
• Experience with Digital Experience and UX/UI Design.
• Project Management Skills and/or Business Administrator skills required.
• Background in Human-Computer Interaction, Information Science, Psychology, or Social Sciences preferred.
• Proficient in Excel, usability study software, and/or statistical research software.
• Working with Salesforce environments is a plus.  This includes Marketing Cloud, Commerce Cloud, and Experience Cloud.
• Knowledge of user experience and user research methodology and theory.

Qualifications

• Developing/enhancing end-to-end experience journey maps/service blueprints. 
• Managing journey-mapping workshops and ensuring the proper creation of journey-mapping documents. 
• Managing stakeholder participation and research. 
• Documenting current and future consumer journeys. 
• Creating and executing research to resolve gaps. 
• Collaborating with technology, product, and business teams to uncover customer and business needs and translating them into intuitive and engaging digital experiences. 
• Participating in translating complex ideas into understandable concepts that enhances the product experience. 
• Advocating for the customer through human-centered design methodologies such as design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frame working. 
• Creating and facilitating design-led workshops to engage and build alignment across different partners and teams. 
• Championing prioritization of design-centered product enhancements grounded in research and analysis, using design thinking and service design methodologies. 
• Supporting early product definition by participating in discovery sessions to uncover customer pain points and opportunities. 
• Demonstrating interest and aptitude in service design methods. 
• Participating in end-to-end product and experience design by working with researchers to understand customer needs and define opportunities through usability and empathy studies. 
• Blueprinting existing and new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation. 
• Designing process and user flows, journey maps, and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools. 
• Designing within existing standards and contributing to the internal design system, best practices, and guidelines. 
• Supporting effective storytelling and presentation of visual concepts to various stakeholders.