FocusKPI, Inc: Senior Designer

Designer is needed in San Francisco, United States.

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Client: FocusKPI, Inc.

Location: San Francisco, CA

Contract: Contractor

Job Description:

In this role, you will be responsible for looking across our client’s people, processes, and tools that enable the customer support experience and working with product and engineering partners to make continuous and strategic improvements to how we deliver this service. On any given day, you will go from journey mapping to product design in an effort to first create cross-functional alignment before shipping experiences out into the world.

Work Location:

Remote anywhere in the U.S. (PST, CST preferred)

Duration:

6 months

Pay Range:

$70/hr to $80/hr

Responsibilities:

• Develop a keen understanding of customers and their needs in partnership with your cross-functional team
• Drive the customer experience strategy and influence technology implementation
• You will be working with customer-facing websites, community platforms & internal tools
• Collaborate with our client’s Custom Support Technology team to identify and align user journeys and ensure technology decisions enable the ideal customer experience
• Help bridge the gap between our customers’ goals and the capabilities that our client’s products and solutions provide for them
• Lead research with support agents and customers and identify insights to inform design
• Use these insights to design experiences that help bridge the gap between the customers’ goals and the capabilities that our client’s products and solutions provide for them

Qualifications:

• 5-8+ years of professional UX design experience under your belt, ideally in enterprise software in a B2B setting
• Experience using Service Design as a means of improving end-to-end experiences is mandatory
• Experience working with engineering teams and implementing user-centered processes into technology strategies and delivery
• The top three skills to have are journey mapping, service blueprints, and Stakeholder maps
• 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
• Must have Figma as a technical skill
• Necessary to have the ability to craft a compelling narrative (story-telling)
• Experience with strategies for utilizing data to inform digital experiences
• Experience with design education and/or advocating for user-centered design practices
• Stakeholder management is a must to have
• A portfolio that demonstrates strong user experience and interaction design informed by empathy for the user. Three main artifacts must have in a portfolio are journey mapping, service blueprints, and Stakeholder maps, and also have to be a compelling narrative (Case studies are really important (with explanation included))