Designer

• Lead strategic design initiatives that clarify ambiguous problem spaces and reveal underlying customer and business needs.
• Translate complex service and operational challenges into actionable design opportunities and experience principles.
• Partner with Product, Engineering, Operations, and Data teams to envision and deliver holistic service journeys that balance customer delight with operational efficiency.
• Contribute to design systems and standards to ensure consistent user experiences across all digital touchpoints.
• Translate complex ideas into understandable frameworks, blueprints, experience maps and concepts that evolve and enhance how customers and agents interact across digital and human-assisted channels.
• Advocate for the customer through human-centered design methods, including discovery, research and user testing.
• Facilitate workshops and co-creation sessions to align stakeholders around shared outcomes and north-star visions.
• Mentor and elevate the design craft and systems thinking of peers and cross-functional partners.

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