Company
Cox Communications, Inc.
Engineering / Product Development
UX Designer Sr Lead Engineer
Sr Manager - Non People Leader
Can work remotely anywhere in the specified country
Yes, 5% of the time
Day
Compensation
Compensation includes a base salary of $129,100.00 - $215,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
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
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
Application Deadline: 11/18/2024
