Senior UX/CX Designer – Experience Strategy & Research

In This Role

We are seeking a Senior UX/CX Designer to help shape and deliver customer-centered experiences across complex products, services, and ecosystems. This role blends experience design, UX research, design thinking, and strategic storytelling to influence large-scale, end-to-end customer journeys. You will collaborate with cross-functional stakeholders, facilitate workshops, synthesize customer insights, and create executive-ready design artifacts that drive alignment around future-state experiences. The ideal candidate is equally comfortable conducting research, defining strategy, visualizing concepts, and presenting recommendations to senior leadership.

Key Responsibilities

• Lead strategic customer experience and user experience initiatives from discovery through delivery.
• Communicate complex concepts and future-state visioning through compelling storytelling and executive-level presentations.
• Translate customer insights, business objectives, and research findings into actionable experience strategies.
• Create and maintain design artifacts including:
  • Journey maps
  • Service blueprints
  • Personas
  • Customer jobs-to-be-done
  • User scenarios
  • Task flows
  • Wireframes
  • Storyboards
  • Creative briefs
• Apply established design systems, content frameworks, navigation models, UI patterns, and industry best practices.
• Deliver concepts and solutions at varying levels of fidelity, from early ideation to finalized designs.
• Plan and conduct user research activities, including customer interviews and other qualitative and quantitative methods.
• Guide research synthesis efforts and connect customer insights to strategic design recommendations.
• Facilitate and support live and virtual design thinking workshops with cross-functional teams and stakeholders.
• Build strong partnerships across teams to champion an outside-in, customer-centric approach.
• Identify emerging customer needs and larger experience opportunities through analysis of research and available data.
• Present alternative solution approaches beyond traditional design boundaries and challenge assumptions when appropriate.
• Use digital and physical prototyping methods to evaluate customer perceptions and validate concepts.
• Review, iterate, and validate work through ongoing collaboration with stakeholders, peers, and customers.
• Develop holistic solutions that balance customer needs, business goals, and technical realities.

Required Qualifications

• Bachelor's Degree in Industrial Design, Product Design, Human-Computer Interaction, or a related field and 6+ years of experience in product or service design;
  • OR Master's Degree in a related field and 6+ years of experience;
  • OR equivalent combination of education and directly relevant experience utilizing design thinking methodologies.
• 8+ years of product or service design experience is strongly preferred for ideal candidates.
• Proficiency with design tools such as:
  • Figma
  • Adobe Photoshop
  • Adobe Illustrator
  • Sketch
• 3–4+ years of hands-on UX research experience, including:
  • Planning research studies
  • Conducting customer or user interviews
  • Gathering contextual insights
  • Synthesizing findings into design recommendations
• Experience independently conducting user research with minimal oversight.
• Expertise in Customer Experience (CX) Design and Design Thinking methodologies.
• Demonstrated ability to combine UX research and UX design responsibilities in a single role.
• Strong communication, presentation, facilitation, and storytelling skills.
• Experience creating strategic design deliverables beyond visual interface design.

Preferred Qualifications

• 5+ years of experience delivering customer-facing solutions through an end-to-end design process.
• 3+ years conducting one-on-one customer or user interviews.
• 5+ years planning, facilitating, and leading in-person and virtual Design Thinking workshops.
• 3+ years of experience within the technology industry and/or enterprise (B2B) environments.
• Advanced proficiency with Figma, Photoshop, Illustrator, and Sketch.
• Experience creating executive-ready design and strategy deliverables including:
  • Journey maps
  • Service blueprints
  • Personas
  • Storyboards
  • Task flows
  • Wireframes
  • Strategic experience frameworks
• Demonstrated ability to influence stakeholders and drive alignment around customer-centric solutions.
• Experience working within fast-paced, agile, and iterative design environments.