Senior Service Designer

The Senior Service Designer will be responsible for designing the functional and emotional moments 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 bring these opportunities to life by identifying innovative ways to address unmet customer needs and creating meaningful interactions that foster long-term emotional connections.

• 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, low-fidelity proofs-of-concept, and design 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
• Facilitate cross-functional stakeholder groups through workshops, meetings or ideation sessions to ensure alignment and collaboration.
• Help others appreciate UX strategies, designs, processes, and interdependencies, and support a coordinated effort to accomplish goals
• Act as a key day-to-day player in the strategic design process, partnering with the CX Operations team and broader business to ensure that design execution stays true to your design intent
• Create and deliver powerful presentations to sell visionary concepts to leaders 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

Minimum Qualifications:

• Bachelor’s degree in a related discipline and 10 years experience in a related field (i.e., Customer Experience, Service Design, UX/UI design, etc.). The right candidate could also have a different combination, such as a master’s degree and 8 years experience; a Ph.D. and 5 years experience in a related field; or 14 years experience in a related field
• Requires 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
• Proficiency in creating customer journey maps and service blueprints leveraging human-centered design methodologies
• Proficiency measuring and monitoring the effectiveness of services using data analysis and user feedback
• 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

• Strong knowledge of Figma (+ FigJam)
• Experience in design consulting; cable, telecoms, or technology; subscription business model; and in enterprises with annual revenues over $10bn desired
• 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