Senior CX Designer

4 weeks ago

Pittsburgh, United States myKaarma Full time

Title or Role: Senior CX Designer

Job Type: Full Time

Job Location: Pittsburgh, PA

Company: myKaarma


Who is myKaarma?

myKaarma is a highly integrated team of people that strive to streamline and make the customer experience of Automotive Dealerships totally frictionless and touchless. We believe in the science of evolution, while challenging the status quo is a fundamental part of our DNA. Headquartered in Long Beach, CA, myKaarma is an end-to-end SaaS customer interaction and workflow platform for franchise automotive dealership service lanes and fixed operations departments. myKaarma’s solution includes an integrated suite of scheduling, interaction, communication, and payment tools that drive efficiencies for dealer service lanes and improved experiences for vehicle owners.



What is the role?

The CX Designer ensures that every phase of the product lifecycle is informed by and tailored to the user’s needs, from initial concept to final delivery and beyond. The CX Designer’s involvement spans multiple phases:

In following our TPS management framework, you will leverage Genchi Genbutsu, Kaizen, and working backwards philosophies (among others) to envision the ideal end state for the customer and build solutions to the customers needs.


This role reports directly into our VP, Customer Experience and is expected to also work closely other key stakeholders across our Organization.


Ultimately, we look forward to speaking with you if your approach and mindset align with the following Q&A sample:


Interviewer: Our core product that was originally designed 10 years ago is being redesigned. What steps would you take to ensure that it is a successful redesign??


Senior CX Designer: I’d first look to better understand the situation from all angles by going on-site to dealerships to understand the people that use the software (genchi genbutsu). I would create journey maps that outline the experiences of the users, look at usage data of the application, Provide wireframes or mockups that demonstrate your proposed solution. Following this I would explain how the new design addresses the issues identified in the user journey maps and how it aligns with myKaarma's customer experience goals.



What will I do as the CX Designer?

  • Idea Generation: You will focus on understanding customer behaviors, needs, and pain points through direct research, ensuring the product concept is customer-centric from the start.
  • Identify Problem Areas: You will gather insights to inform design and functionality, using various research methodologies to ensure the product effectively addresses customer needs.
  • Brainstorm Solutions & Idea Validation: You will use insights to help propose solutions, collaborating with Product Managers and Marketing to refine features and solve customer problems.
  • Build and Refine: During prototyping and development, you will be responsible for designing the customer journey and user experience, producing wireframes, prototypes, and specifications.
  • Post-Launch: You will continue to analyze user experience data, advocating for enhancements based on feedback to ensure the product delivers a high-quality experience.


Other Core Responsibilities:

  • Leadership and Mentorship: Lead a team of customer experience designers by providing guidance, mentorship, and inspiration. Foster a creative and collaborative work environment.
  • Strategic Influence: Act as a customer advocate in strategic discussions, ensuring customer experience considerations are integrated into business decisions.



Skills and Qualifications:

  • Experience: 5+ years in customer experience design, UX/UI design, or a related field, preferably in a SaaS or tech-focused company.
  • Education: Bachelor’s or Master’s degree in Design, Human-Computer Interaction, Psychology, or a related field.
  • Skills: Proficient in design and prototyping tools such as Figma, Sketch, InVision, etc. Strong understanding of user-centered design principles and methodology.
  • Communication: Excellent communication and presentation skills, capable of effectively articulating design decisions and strategies to stakeholders at all levels.
  • Leadership: Experience leading design projects and mentoring junior designers.


We Offer:

  • A casual, flexible working environment where we encourage values like “Active Dissent” with a highly aligned-loosely coupled organization that consistently achieves disproportionate results by using data driven decision making.
  • We offer a mix of office/work-from-home with a core focus on “getting the job done”
  • Paid medical/dental/vision/life/disability benefits
  • Unlimited vacation time (subject to some practical constraints)
  • Gym membership allowance

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