Senior Manager CX Design

What you will do

• Lead enterprise customer journey mapping initiatives to identify pain points and deliver seamless omnichannel digital experiences across the endtoend lifecycle.
• Define and execute customer experience design frameworks design thinking methodologies and design sprint practices to improve consistency quality and speed of delivery.
• Create wireframes storyboards screen flows and interactive prototypes to support early product planning usability testing and stakeholder alignment.
• Partner with insights and data teams to design test and evaluate multivariant and A/B experiences translating findings into prioritized design improvements.
• Establish experience governance including standards reviews and documentation to embed customer experience principles into enterprise technology delivery.
• Develop and maintain design standards and pattern libraries in collaboration with brand marketing user experience and engineering teams including digital platforms such as Adobe Experience Manager.
• Ensure customer experience gaps are identified and addressed regardless of where they occur in the journey improving adoption satisfaction and task success rates.
• Manage and develop a customer experience designer setting clear goals providing design direction and supporting delivery against measurable outcomes.

What you will need

• Bachelors degree (minimum).
• Minimum 10 years of experience in customer experience design user experience design service design or a related field.
• Minimum 3 years of people management experience.
• Minimum 8 years of experience creating wireframes and interactive prototypes using tools such as Figma Sketch or Adobe XD.
• Minimum 5 years of experience applying customer journey mapping tools and methodologies to digital product design.

• Masters degree in HumanComputer Interaction Interaction Design Service Design or a related discipline.
• Experience building or scaling enterprise design systems and pattern libraries in partnership with development teams.
• Experience using AIsupported design tools to accelerate journey analysis and identify patterns themes and experience risks.

Additional Information

• Work arrangement: This role is remote; however there is a strong preference for candidates located near Portage MI or Mahwah NJ to support collaboration and onsite engagement as needed.