Sr. UX Designer – Customer Journey Experience Design

About the role

The Senior Designer is responsible for owning and shaping the end-to-end customer experience for two brands, ensuring a cohesive and effective journey across discovery, browsing, product evaluation, purchase, and post-purchase engagement. Serving as a trusted strategic partner to brand leadership, merchandising, and creative teams, the individual will help define problems, guide decision-making, and advocate for customer needs while balancing business objectives, brand differentiation, and experience consistency.Working closely with product management, engineering, and fellow design leaders, the role will drive high-impact initiatives across multiple value streams and contribute to decisions on shared and brand-specific experiences within the design system framework. As a hands-on design practitioner, the successful candidate will lead design, prototyping, testing, and delivery efforts while leveraging AI-enabled tools to accelerate innovation, generate insights, and deliver measurable business and customer outcomes with speed, quality, and sound professional judgment.

Responsibilities

• Lead design for two of our brands across their end-to-end customer journeys.
• Own the highest-leverage journeys yourself and keep your brands current on everything else
• Be the primary design partner to brand leadership. Build the relationships that get design into the conversation early, and be a thought partner in framing the problem rather than only in delivering the solution
• Work with the other brand journey leads to decide what is shared across brands and what stays brand-distinct, inside the design system’s framework
• Partner with Product Management and Engineering in the value streams through ideation, conceptualization, planning, and delivery. Drive the work when an initiative spans value streams for your brands
• Design the work. Carry your brands’ most important journeys from problem framing through to launch
• Run continuous discovery. Interview customers, build prototypes, and test with real people so that concepts are validated before build
• Balance scope, business impact, fidelity, and delivery speed, and say plainly when a trade-off has consequences for the customer
• Bring an evidenced point of view. Partner with UX Research on what gets studied, and use data and research to make and defend design decisions
• Design within the design system and contribute patterns back to it. Know when a brand-distinct choice is warranted and make the case for it
• Design for accessibility, trust, and compliance from the start rather than as a check at the end
• Present to varied audiences and facilitate with senior stakeholders. Articulate insights and the reasoning behind design decisions, manage expectations, and bring partners with different views to alignment
• Think across channels. Connect digital, store, and emerging channel experiences into coherent journeys, and apply service design methods where journeys cross system and organizational boundaries
• Follow your work through to its result. Connect what shipped to conversion, engagement, and retention, and use the outcome to decide what comes next
• Use AI to move faster on exploration, synthesis, and production, and be clear about where it helped and where it did not
• Mentor designers earlier in their career, share what you learn, and help raise the craft of the team