Lead Service Designer

Description

Cox is taking a new direction that will reimagine our brand experience — from how we communicate and how it feels to do business with us to the role our products play in people’s lives.  The success of our strategy depends, in part, on our ability to design customer experiences that are delightful to engage in and deliver measurable value. The Lead Service Designer for Customer Experience will play a central role in crafting the end-to-end Cox customer journey and designing moments that matter. We’re looking for an experienced designer who can create CX excellence while working within the reality of a complex enterprise.

This is a hybrid position that will require coming into the Atlanta office every Tuesday/Wednesday (team days). Candidates must live within a commutable distance of the office.

The Lead Service Designer for Customer Experience will be responsible for designing the functional and emotional touchpoints that customers experience throughout their journey with Cox, including onboarding, education, account management, support, and retention/loyalty. You’ll work with your peers across the CX organization to understand where opportunities lie and how Cox will best express its brand to deliver value through the customer experience. You’ll be responsible for bringing these opportunities to life through journey mapping, low-fidelity proofs-of-concept, and customer requirements. This position will play a central role in crafting the Cox customer experience of the future — thus a strong candidate should have an ambition to drive the evolution of experience design and incorporate new tools and processes (including AI and emerging technology) to do so.

• 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, and experience 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
• Share experience perspectives cross-functionally (both within the CX function and across the organization), helping others appreciate strategy, processes, and interdependencies and supporting a coordinated effort to accomplish goals
• Act as a key day-to-day player in the strategic design process, partnering within the CX function and broader business to ensure that design execution stays true to your design intent
• Create and delivers powerful presentations to sell visionary concepts to leadership 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
• Perform other duties as requested

Minimum Qualifications

• Bachelor’s degree in a related discipline (e.g., human-computer interaction, design, marketing, etc.) and 6 years experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years experience; a Ph.D. and 1 year of experience; or 10 years experience in a related field
• Experience in design consulting; cable, telecoms, or technology; and in enterprises with annual revenues over $10B
• Expert knowledge with collaboration tools such as Figma (+ FigJam) or Mural/Miro; 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
• 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

• BS/BA degree in related discipline strongly desired (e.g. Psychology, Engineering, Computer Science, arts etc.)
• 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