Senior Service Designer

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

USD 129,100.00 - 215,100.00 per year
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.
Benefits:
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.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
Application Deadline: 12/20/2024
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.