Lead, Design Architect - Customer Experience

Role Overview

Lead Design Architect (Customer Experience) to design customer-facing digital experiences at the intersection of data, AI-enabled capabilities, and scalable technology delivery. You’ll collaborate across engineering, product, operations, and business stakeholders to turn complex requirements into practical technology and experience solutions.

Responsibilities

• Lead design strategy for customer digital experiences across multiple platforms
• Identify friction points in customer workflows and prioritize design opportunities
• Track feature adoption and evaluate alignment with experience outcomes
• Prototype and test new workflows and interactions using AI-assisted tools
• Partner with UX Research to co-design research approaches
• Advocate for customer needs in product and technology decisions
• Support change management and communication strategies for new tools

Requirements

• 5+ years in product design or experience design focused on customer experience
• Expert knowledge of web and mobile app workflows and experience gaps
• Proven experience with customer experience research and usability assessments
• Strong analytical skills using feature adoption and usability metrics
• Ability to influence cross-functional teams without formal authority
• Excellent communication skills to convey design strategies

Nice to Haves

• Not explicitly stated

Benefits

• Generous paid time off (vacation and holidays)
• 401(k) with company matching
• Casual dress code and positive work environment
• Career growth and internal promotions
• Inclusive Employee Resource Groups

Location & Compensation

• Remote (US-based candidates only; no visa sponsorship)
• Compensation: $108,675–$188,370 annually