Lead, Design Architect - Customer Experience

Responsibilities

• Lead design strategy for customer digital experiences across multiple platforms
• Identify friction points in workflows and prioritize design opportunities
• Track feature adoption and assess alignment with experience outcomes
• Prototype and test new workflows and interactions using AI-assisted tools
• Partner with UX Research for co-designed research approaches
• Advocate for customer needs in product and technology decisions
• Support change management and communication strategies for new tools

Qualifications

• 5+ years in product design or experience design focusing on customer experience
• Expert knowledge in web and mobile app workflows and experience gaps
• Proven track record in customer experience research and usability assessments
• Strong analytical skills with feature adoption and usability metrics
• Able to influence cross-functional teams without formal authority
• Excellent communication skills to convey design strategies effectively

Benefits

• Generous paid time off including vacation and holidays
• 401(k) with company matching contributions
• Casual dress code and positive work environment
• Opportunities for career growth and internal promotions
• Inclusive Employee Resource Groups fostering community and support