Experience Strategy/User Experience (UX) Lead

About the Role

We’re seeking a Experience Strategy/UX Lead to join our fast-growing CX team. This is a full-time, remote position.

The QD CX team focuses on the holistic digital experience and how touch points drive value and goals for the business. The team brings together inputs from the business, overall market and economic conditions, technology, design, analytics, and brand to define the overall digital roadmap and solution for clients. We act as trusted advisors to our clients, inspiring them with expert strategic guidance and compassion, and seeing it through the lifecycle of an engagement.

The Experience Strategy/UX Lead is responsible for defining and implementing UX research, testing and design strategies. The ideal candidate for this position blends a strategic mindset with practical day-to-day team guidance.

Responsibilities

• Be a storyteller; understand the goals, what data or information we need to meet and exceed those goals, and how to create a narrative that excites, inspires, and provides direction for both the client and the internal team
• Have the consumer’s best interests in mind at all times, while also being an expert in the client’s business; focus on creating experiences that provide tangible value
• Help define and conduct the research needed to gain insights and drive the project strategy, understanding how to right-size activities to scope and timeline without sacrificing Voice of Customer insights. Research could include: Voice of Customer (VoC) surveys and interviews, concept testing and market validation, stakeholder discussions and workshops, testing and optimization programs, and everything in between
• Create and facilitate workshops with client teams to achieve consensus, promote understanding, and gain buy-in
• Drive and execute on a strategic vision to reimagine the core experience for our clients
• Use research, Voice of Customer feedback, data, and experimentation to identify and define opportunities, working with cross-disciplinary to prioritize, building out a roadmap that allows incremental phases that drive real customer value
• Work with other disciplines to draft a measurement plan that proves the value of the experience pre and post launch
• Define user personas, journey maps, and experience flows based on research findings
• Translate user insights into design concepts, sketches, wireframes, and high-fidelity prototypes accompanied by annotations
• Work within a design system
• Create information architecture
• Work with a cross-disciplinary project team to bring prioritized opportunities to life through interactive concepts, planning and moderating consumer-viability research and testing on these concepts to ensure value in the market
• Conduct Service Design workshops to understand consumer, operational, and technical pain points and opportunities, as well as orchestrate the service design for optimized and/or net new experiences
• Conduct testing, both formative and evaluative; create insightful and actionable findings read-outs
• Have interest in and a working knowledge of the most current accessibility principles and guidelines
• Give visual design feedback and critique to push and pressure-test the work
• Provide strong representation for UX design and customer experience within and outside of the organization
• Keep tabs on trends, best practices, and emerging standards in the digital landscape
• Act as an ambassador to our culture, centering first on humans – always

Qualifications

• 6+ years of experience as a UX designer or professional at an agency
• Complete familiarity and expertise in UX design, research, and testing deliverables and activities
• Figma proficiency is required.
• Exceptional communication and facilitation skills at multiple levels; a strong ability to communicate clearly and directly to clients
• Ability to lead projects and initiatives with some oversight from a Director-level UX practitioner
• Ability to create high-quality, key deliverables for UX work with minimal oversight
• Ability to manage several projects at once
• Experience with Adobe Experience Manager or similar content management systems