The Sage Group’s client, a global software company who builds tools that help teams collaborate, build, and create together, is looking to add a Senior or Lead Designer to their Support Experiences Design Team to help drive the delivery of best-in-class, user-centered support experiences for both agents and customers.
The Support Experiences Team is made up of multi-faceted designers working across the end-to-end customer journey, from self-help to high-touch support. We are on a mission to empower customers to be successful in the company’s products and deliver on a strategy to scale our support service to meet the demands and growth of our users.
In this role you will be responsible for looking across the company’s people, processes, and tools that enable the customer support experience and work with product and engineering partners to make continuous and strategic improvements to how this service is delivered. On any given day you will go from journey mapping to product design to first create cross-functional alignment before shipping experiences out into the world.
In order to be successful, you will bring the following skills, experience and talents:
Hands On End-to-End Product Designer experience required
5-8+ years of professional UX design experience under your belt, ideally in enterprise software in a B2B setting
Experience in Workflow, Form Design, Experimentation
Able to research UX required, also UI is helpful
Required tools: Figma, Jira
Experience on internal and external facing customer support agents and customers seeking support.
Stakeholder management and scoping
Experience working with engineering teams and implementing user-cantered processes into technology strategies and delivery
Demonstrated love of the open iterative design process – constantly sketching, showing work in progress, validating with customers and data, iterating, shipping, learning, growing, and shipping customer value some more
Strong facilitation and cross-functional collaboration skills: you can demonstrate the ability to work across multiple teams, solicit and synthesize feedback, and facilitate design discussions
Experience with strategies for utilizing data to inform digital experiences
Bonus points for:
Experience with design education and/or advocating for user-centered design practices
Experience using Service Design as a means of improving end-to-end experiences
This is a long term contract (12 mo+) Fully remote within the United States