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CX Interaction Designer 3

San Francisco, CA · Art/Media/Design
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Excellent company looking to add a CX Interaction Designer in which they will sponsor to their team!
 
  “At Company, our vision is to satisfy all our customers’ financial needs and help them succeed financially. In this role, you will help us deliver on our vision and build lifelong relationships with our customers. You also will demonstrate leadership through contributing to a company culture that supports customers in achieving their financial goals, team members in developing their careers, and communities in continuing to thrive. As part of a team that serves one in three American households, you will play a vital role in living our commitment to the highest ethical standards and maintaining the valued trust of our customers and communities.”

Company’s Virtual Channel organization includes a Digital Channels (DCG) organization serving Company consumer, small business, and wealth customers through online, mobile and social. Over 23 million online and 12 million mobile customers actively use digital channels to manage their financial lives. Company is a recognized leader in digital channels and winner of Best Consumer Internet Bank by Global Finance two years in a row. We excel in helping customers realize their financial needs by delivering the world’s most innovative digital financial services and capabilities.

Company’s Customer Experience team is looking for an Interaction Designer to join our team, and identify, create and promote innovative, world-class digital customer experiences. The Interaction Designer is responsible leading project teams while designing and delivering customer experience solutions for Company digital properties, including desktop browser, mobile, and site and apps. This person will be a major contributor in shaping our customer experience strategy by partnering with product owners to influence the product roadmap at the platform level. The ideal candidate will be passionate about User Centered Design, and have more than a passing interest in world markets and its current economic situation, as well as a deep knowledge of user-centered design activities employing a broad array of design tools.

Responsibilities:
•Develop and execute customer experience solutions for t, mobile, and desktop
•Solve complex problems with simple, industry-leading user interface design solutions
•Serve as Subject Matter Expert and primary point of contact for a platform or product team, representing customer experience in all communications
•Advocate for the needs of the customer
•Influence roadmaps and business decisions by providing customer experience considerations
•Work across projects to help connect dots on similar challenges
•Coach team members to create customer focused experiences through critique sessions and impromptu conversations
•Engage in pre-project exploration efforts to drive product strategy
•Act as a key player in the strategic design process of projects, assuming responsibility for the overall Customer Experience strategy and execution
•Look holistically at business needs and technical capabilities to devise intuitive design solutions
•Analyze relevant internal and external sites and consult standards and guidelines as well as policies to determine best practices
•Develop new research and test theories that lead to alternative, leading edge design solutions
•Serve as design "advocate" with the ability to forecast and assess industry trends and their impact on the company’s product design alternatives
•Develop scenarios, navigational structures, sitemaps, user flows, screen designs, interaction models and functional templates, then assist the project team with the creation of visual design and content artifacts
•Act as a subject matter expert, by leading customer experience strategy and articulating design thinking to create consistent deliverables across multiple project teams
•Oversee the execution of strategic projects that influence design and direction of the company
•Oversee work performed by others and serve as a mentor to the direction of the unit while not managing people
•Align UX initiatives and maintain close oversight and governance of costumer experience deliverables
•Present interactions and experience in the context of a customer’s journey to peers and executive level stakeholders
•Shepherd the project through usability testing, with an eye toward translating user feedback into intuitive and functional user experiences
•Consult with business stakeholders to educate and inform around the business value of experience design and user centered design practices
•Identifies and drives adoption of user center design process improvements
•Work both independently and as team member

Minimum qualifications:
•Bachelor’s degree in HCI or equivalent experience with information architecture as well as interaction design and information design
•10+ years of experience with interactive product design, design planning, and/or strategic consulting for Fortune 500 companies or large e-commerce sites
•Background in financial institution or other regulated industry
•Proven track record for managing complex projects within larger organizations with a mature user centered design methodology
•Current and relevant experience with trends affecting digital interactive product design (e.g. mobile, responsive design, etc.)
•A track record of delivering high quality end-to-end functional experiences
•Knowledge of applying user research (e.g. task analysis, user scenarios) to inform design decisions
•Experience in working with cross functional team or large-scale software development lifecycle, including waterfall and agile methodologies
•Practical experience participating, optimizing and socializing user centered design processes and principles
•Excellent interpersonal, leadership, communication, problem-solving, facilitation, presentation, and engagement management skills
•Understand HTML, XML, CSS, JavaScript, Webkit and CMS systems
•Expertise in iRise (or other simulation packages), Visio/OmniGraffle, and Photoshop/Fireworks
•Understand the subjective nature of decision-making with internal clients, and work effectively as a consultant within a large, matrixed organization
•Ability to present and defend design decisions to groups including senior stakeholders

Preferred qualifications:
•Experience in communications, human factors, information sciences, graphic and visual arts
•Consulting experience or experience within Fortune 100 company
•Certification using iRise
•Knowledge of Accessibility methods and standards, WCAG, or section 508 compliance guidelines
•Experience with formal usability assessment methods
•Experience with service design or journey mapping, and designing for emotion
•Advanced degree in HCI, human factors, interaction design, communications, information sciences in visual/graphic arts or comparable experience

Qualified applicants may be asked to electronically submit an online portfolio with interaction design samples and interim deliverables including but not limited to: wireframes, site maps, task flows, UI specs, high and low level documentation and conceptual documents that help inform a design through the process.

CANDIDATE MUST HAVE VERIFICATION
      
-Visa Requirements: U.S. Citizens / Green Card Holder
 
 
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