Senior UX Lead

4 weeks ago

New York, New York, United States Blend360 Full time
Job Description

Blend360 is seeking a Senior UX Lead to join its Customer Experience Center of Excellence team. As a key member of the team, you will be responsible for creating satisfying and compelling experiences for consumers, focusing on reshaping the customer experience to address key moments of truth within the customer lifecycle.

The ideal candidate will have a deep understanding of all touchpoints, pain points, and customer feedback within specific customer journeys. You will be responsible for improving conversions, retention, and addressing root causes that result in unnecessary interactions.

As a Senior UX Lead, you will be responsible for leading the research and design efforts, and actively contributing to the creation of compelling digital experiences. You will work closely with researchers, designers, and other team members to ensure the successful execution of user-centered design methodologies.

The Senior UX Lead will collaborate with technology, product, and business teams to translate complex ideas into understandable concepts and contribute to the enhancement of the product experience. You will actively champion the prioritization of design-centered product enhancements based on research and analysis, using methodologies such as design thinking and service design.

The ideal candidate will have 5+ years of experience in Customer Experience work and UX research or research analysis, with a background in Human-Computer Interaction, Information Science, Psychology, or Social Sciences. You will be proficient in Excel, usability study software, and/or statistical research software, and have experience working with Salesforce environments.

The Senior UX Lead will be responsible for:

  • Developing/enhancing end-to-end experience journey maps/service blueprints
  • Managing journey-mapping workshops and ensuring the proper creation of journey-mapping documents
  • Managing stakeholder participation and research
  • Documenting current and future consumer journeys
  • Creating and executing research to resolve gaps
  • Collaborating with technology, product, and business teams to uncover customer and business needs and translating them into intuitive and engaging digital experiences
  • Participating in translating complex ideas into understandable concepts that enhances the product experience
  • Advocating for the customer through human-centered design methodologies such as design research, service blueprinting, collaborative work session design and facilitation, rapid prototyping, and frame working
  • Creating and facilitating design-led workshops to engage and build alignment across different partners and teams
  • Championing prioritization of design-centered product enhancements grounded in research and analysis, using design thinking and service design methodologies
  • Supporting early product definition by participating in discovery sessions to uncover customer pain points and opportunities
  • Demonstrating interest and aptitude in service design methods
  • Participating in end-to-end product and experience design by working with researchers to understand customer needs and define opportunities through usability and empathy studies
  • Blueprinting existing and new digital and in-person experiences, identifying opportunities and solutions for improvement and experimentation
  • Designing process and user flows, journey maps, and interaction models, resulting in low to high fidelity prototypes, artifacts, and tools
  • Designing within existing standards and contributing to the internal design system, best practices, and guidelines
  • Supporting effective storytelling and presentation of visual concepts to various stakeholders

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