Shape the future of user experience with strategic design initiatives that blend business needs and user insights.

As a Design Strategist Vice President in Small Business Design & Customer Experience, you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

You will be responsible for developing holistic experience strategies, new concepts and integrated systems that reflect deep empathy for customers and provide scalable outcomes for our business. You will work closely with cross-functional leaders, using a variety of storytelling, visualization, and framing techniques to convey opportunities and shape the development of our customer & employee facing products

Job responsibilities

Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain. Role-model the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels Participate in a multi-disciplinary team of researchers, product designers, technologists and business experts to identify new opportunities that create value for customers to achieve shared goals Synthesize disparate inputs from user research, competitor analysis, business requirements and data into compelling opportunities and visions, and lead structured planning to turn insight into action Create visual artifacts that capture insights, convey ideas, and inspire new thinking Identify, create and test concepts by prototyping in increasing levels of fidelity Develop, scope and lead omni-channel design strategy initiatives collaboratively with internal partners including design, technology, product, data, service, operations, sales and the business Work hands-on with internal teams, to deliver inspiring and actionable designs/concepts/frameworks that consider customer desirability, technical feasibility and business needs

Required qualifications, capabilities, and skills

5+ years of experience or equivalent expertise in user experience design or similar roles Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience Effective communication to socialize, garner support for deliverables, influence roadmaps and build consensus among stakeholders with diverse needs  Advocate for human-centered design process and take the lead in developing them (ex: mindsets/personas, jobs to be done, end-to-end journeys, service blueprints, prototypes, and strategic frameworks)  BFA or BA in related field  Experience in using a diverse set of methods & tools drawn from different functions, including (not limited to) Behavioral Design, Futurism, Interaction Design, Graphic Design, Service Design, Data Visualization, Strategy, Psychology, Ethnography, Human Centered Design, Systems Thinking, and Business Strategy Experience in user research, concept development, prototyping and testing, and a familiarity with leading industry tools – with a portfolio that includes lo-fi and hi-fi examples Adept and empathic human-centered designer, creative thinker and thought leader, who can conceive and articulate service experiences that consider physical and digital interactions – with a portfolio that includes a breadth of work

Preferred qualifications, capabilities, and skills

Design leadership or managerial experience Experience in product innovation with a portfolio that includes opportunity sizing, competitive analysis, business case development, MVP definition and Go-To-Market strategy work Familiar with the intricacies in discovering, defining, designing and delivering omni-channel experiences, at scale Ability to synthesize complex, interdependent, and sometimes competing needs Excellent written and verbal communication skills, including the ability to clearly and effectively present concepts and justify design decisions Comfortable with ambiguity; Can work independently with intelligent initiative, and collaborate easily and productively with teams Awareness and practical understanding of current technologies and their application and relevance to digital experiences