Job Description

User Experience Designer (UX Designer) with Customer Experience Focus

A User Experience (UX) Designer who understands Customer Experience (CX) bridges the gap between digital interactions and the broader customer journey. This professional creates intuitive, engaging digital experiences while maintaining awareness of how these touchpoints fit into the customer's overall relationship with the brand.

Core Responsibilities

UX Design & Research

• Conduct user research through interviews, surveys, usability testing, and analytics to understand user behaviors, needs, and motivations

• Create personas, user journey maps, and scenarios to guide design decisions

• Develop information architecture, user flows, wireframes, and interactive prototypes

• Collaborate with visual designers and developers to ensure design integrity through implementation

• Perform regular usability testing and iterate designs based on user feedback

CX Integration

• Map digital touchpoints within the broader customer journey

• Collaborate with CX teams to ensure digital experiences align with overall brand experience

• Identify opportunities to improve customer satisfaction across both digital and non-digital channels

• Translate customer feedback from various channels into actionable design improvements

• Ensure consistency of experience across all customer touchpoints

Strategy & Innovation

• Stay current with UX/CX best practices, trends, and emerging technologies

• Advocate for user-centered design across the organization

• Develop design systems that promote consistency and efficiency

• Balance business objectives with user needs and technical constraints

• Identify opportunities for innovation that enhance both user and customer experience

Required Skills & Qualifications

Technical Skills

• Proficiency in AI supported UX design tools (including Figma, Sketch, Adobe XD, InVision, etc.)

• Experience with prototyping tools and methods, understanding of Prompting and Prompt Engineering principles

• Understanding of web/mobile design principles and accessibility standards

• Basic knowledge of HTML, CSS, and JavaScript (for effective collaboration with developers) -Nice to have not mandatory

• Familiarity with analytics tools and data interpretation

Research & Analysis

• Experience with various user research methodologies

• Ability to synthesize research findings into actionable insights

• Strong analytical thinking and problem-solving abilities

• Knowledge of quantitative and qualitative research methods

• Experience with A/B testing and data-driven design decisions

Soft Skills

• Excellent communication and presentation skills

• Ability to translate complex concepts into understandable terms for stakeholders

• Strong collaboration and team leadership capabilities

• Empathy and user advocacy

• Project management skills and ability to work in agile environments

CX Knowledge

• Understanding of customer journey mapping and understanding of the retail domain

• Familiarity with CX metrics (NPS, CSAT, CES, etc.)

• Knowledge of service design principles

• Experience integrating digital experiences with other touchpoints

• Understanding of voice of customer programs and feedback systems

Key Performance Indicators

• Improvement in usability metrics and task completion rates

• Increase in customer satisfaction scores for digital touchpoints

• Reduction in support tickets related to usability issues

• Adoption rates of new features or services

• Contribution to overall customer retention and loyalty metrics

Cross-Functional Collaboration

Works closely with Retail teams across:

• Development teams

• Marketing and Brand departments

• Customer Support and Service teams

• Business Analysis and Strategy groups

• Data and Analytics teams

This role requires balancing the immediacy of Retail digital interactions with the holistic view of the customer relationship, creating seamless experiences that strengthen the overall brand connection while solving specific user needs.

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