Interactive Designer - Service Experience

Position Overview

The Consumer Experience Lead ensures optimized interaction between the company and its members by addressing challenges of varied scope and complexity. Working as a key member of the Service Experience Team, this role leverages customer insights to drive digital-first improvements and eliminate friction points. The ideal candidate will have expert experience in digital and service experience strategy, eCommerce, and operations, with a passion for championing customer needs and delivering actionable insights.

Key Responsibilities

• Leverage the voice of the customer through methods such as call listening, journey mapping, and root cause analysis to identify friction points and opportunities for automation and optimization.
• Advise executives on functional strategies that align with customer experience improvements and digital transformation initiatives.
• Collaborate cross-functionally to build, prototype, and showcase interactive designs that reflect strategic themes and capabilities.
• Establish best-in-class design thinking practices and communicate the customer’s perspective to drive actionable insights.
• Lead by example through expert storytelling, problem solving, and influencing stakeholders.

Required Qualifications

• 8 or more years of consumer experience
• 2 or more years of project leadership experience
• Deep understanding of developing functional strategies and connecting them to the end-to-end customer experience
• Strong strategic and analytical thinking, with proven consulting skills
• Exceptional communication skills with the ability to build relationships across cross-functional teams
• Passion for continuously improving consumer experiences with intellectual curiosity and structured thinking
• Demonstrated success in leading digital projects to completion

Preferred Qualifications

• Expertise as an interactive designer with strong skills in design and prototyping
• Proficiency in design programs such as Sketch, Figma, Adobe XD, Axure, Proto.io and/or Invision, Adobe Creative Suite (Illustrator and Photoshop), and UX Pin / Sketch Cloud / Sympli
• Scheduled Weekly Hours: 40