UX Design Lead

Duties and Responsibilities:

UX Leadership & COE Development

Help establish and evolve a new UX/UI Center of Excellence (COE), including design standards, governance, workflows, and best practices.
Lead end-to-end UX strategy across mobile apps, web platforms, ecommerce, CRM, and customer support systems.
Define and scale a cohesive design vision aligned to business goals, customer needs, and operational efficiency.
Champion human-centered design principles across customer and agent experiences.
Contribute to the development of design systems, reusable components, and scalable UX processes.
Utilize UX/UI design tools and AI-assisted prototyping solutions to accelerate product discovery, ideation, rapid prototyping, and usability validation.
Participate in hiring, mentoring, and potentially leading a growing team of UX/UI designers and researchers.
AI-Driven Experience Design

Design AI-enhanced experiences including:
Conversational AI and chat interfaces
AI-assisted customer support workflows
Intelligent recommendations and personalization
Predictive support experiences
Agent-assist tools for call center operations
Evaluate and integrate AI-powered UX tools into the design process, including prototyping, research synthesis, workflow automation, and content generation.
Collaborate with AI/ML teams to ensure responsible, explainable, and effective AI experiences.
Customer Experience

Optimize direct-to-consumer journeys across:
Product discovery
Purchase and checkout
Installation onboarding
Subscription management
Security monitoring and alerts
Self-service support
Improve conversion, retention, engagement, and customer satisfaction through data-informed UX decisions.
Create frictionless omnichannel experiences across app, web, phone, and support channels.
Partner closely with Voice of Customer (VoC) and CX Strategy teams to incorporate customer insights, behavioral trends, and experience metrics into UX decisions.
Call Center & Agent Experience

Design operational workflows and interfaces for customer support and telecom-enabled call center agents.
Improve agent efficiency through intuitive CRM workflows, AI-assisted guidance, and integrated communication tools.
Reduce cognitive load and increase resolution speed through workflow optimization and service design.
Research & Insights

Lead UX research initiatives including usability testing, journey mapping, customer interviews, and behavioral analytics.
Translate customer insights and operational data into actionable design improvements.
Partner with analytics, VoC, and CX teams to measure experience effectiveness and business impact.
Collaboration & Execution

Work closely with Product Managers, Engineers, CRM teams, Marketing, Customer Support, and Business leadership.
Facilitate workshops, design critiques, and stakeholder alignment sessions.
Mentor and guide UX/UI designers and researchers as the COE grows.

Skills and Competencies:

Proficiency with modern UX, collaboration, and AI-enabled design tools including Figma, Miro, enterprise generative AI platforms, AI prototyping tools, and AI-assisted research/workflow solutions.

Proficiency with enterprise-level AI platforms and generative AI tools such as Claude Enterprise, Cowork/Design, ChatGPT Enterprise, DALL·E 3, and similar AI-assisted design, research, and productivity solutions.

Experience leveraging AI tools for UX research synthesis, workflow automation, prototyping, content generation, ideation, and operational efficiency improvements.

Strong communication, facilitation, and stakeholder management skills.

Minimum Qualifications:

7+ years of UX/Product Design experience, including leadership responsibilities.

Experience designing for DTC digital products in technology, SaaS, telecom, ecommerce, smart home, or home security industries.

Strong knowledge of ecommerce platforms and digital commerce ecosystems.

Strong portfolio demonstrating:

Complex workflows

Consumer applications

AI-enabled experiences

Service or operational design

Experience with:

Mobile and responsive web applications

Ecommerce ecosystems

CRM platforms

Contact center or telecom systems

Deep understanding of:

UX strategy

Information architecture

Interaction design

User research

Design systems

Preferred Qualifications:

Experience with Salesforce.com and related CRM ecosystems.

Experience designing AI agents or agent-assist systems.

Knowledge of conversational design and voice experiences.

Familiarity with contact center platforms such as Five9, Genesys, or Zendesk.

Experience working in subscription-based or connected-device ecosystems.

Previous experience helping establish or scale a UX practice or COE.

Background in security technology, IoT, or smart home products.

Travel:

Occasional travel/training may be required

Will vary based on project scope and focus.

Approximately 4-6 trips per year.