Product Designer (Lead designer) - FocusKPI Inc.

FocusKPI is looking for a Product Designer (Lead Designer) to join our client, a high-tech SaaS company. The Support Experiences Design Team from the client's company is searching for a contract Senior or Lead Designer to help drive the delivery of best-in-class, user-centered support experiences for both their agents and customers. In this role you will be responsible for looking across the client’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 they deliver the 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 in the U.S. (PST timezone is preferable)
Duration: 12 months 
Pay Range: $60/hr to $71/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
• Collaborate with their Custom Support Technology team to identify and align on user journeys and ensure technology decisions enable the ideal customer experience
• Help bridge the gap between the customers’ goals and the capabilities that 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 client's products and solutions provide for them

Qualifications:

• A portfolio that demonstrates strong user experience and interaction design informed by empathy for the user
• 5-8+ years of professional UX/UI design experience under your belt, ideally in enterprise software in a B2B setting
• Able to research UX and bit of UI
• Experience in Workflow, Form Design, Experimentation
• Experience with technical skills like Figma is a must
• Experience with JIRA/Confluence/Trello is required to have
• Experience working with engineering teams and implementing user-centered processes into technology strategies and delivery
• Candidates from SaaS companies & employee facing companies would be a good fit
• 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
• Experience on Internal Facing and External facing customer support agents and customer seeking support
• Stakeholder management and scoping; able to work autonomously and with team

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

Specifically looking for people who have worked on customer support / internal & external/ workflow type stuff
 

Thank you!
FocusKPI Hiring Team

Founded in 2010, FocusKPI, Inc. (FocusKPI) is a data science and technology firm specializing in predictive analytics practice and methodologies. FocusKPI is a US company headquartered in Silicon Valley, California, with an East Coast office in Boston, Massachusetts.

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