Lead Service Designer of Customer Experience

Cox is taking a new direction that will reimagine our brand experience - from how we communicate and how it feels to do business with us to the role our products play in people's lives. The success of our strategy depends, in part, on our ability to design customer experiences that are delightful to engage in and deliver measurable value. The Lead Service Designer for Customer Experience will play a central role in crafting the end-to-end Cox customer journey and designing moments that matter. We're looking for an experienced designer who can create CX excellence while working within the reality of a complex enterprise.

This is a hybrid position that will require coming into the Atlanta office every Tuesday/Wednesday (team days). Candidates must live within a commutable distance of the office.

The Lead Service Designer for Customer Experience will be responsible for designing the functional and emotional touchpoints that customers experience throughout their journey with Cox, including onboarding, education, account management, support, and retention/loyalty. You'll work with your peers across the CX organization to understand where opportunities lie and how Cox will best express its brand to deliver value through the customer experience. You'll be responsible for bringing these opportunities to life through journey mapping, low-fidelity proofs-of-concept, and customer requirements. This position will play a central role in crafting the Cox customer experience of the future - thus a strong candidate should have an ambition to drive the evolution of experience design and incorporate new tools and processes (including AI and emerging technology) to do so.

• Envision a transformational end-to-end customer experience
• Bring the experience strategy to life through elegant experiences, solutions, and features with clear design intent, ultimately creating a world-class user experience
• Craft detailed journey maps, service blueprints, and experience requirements that offer clear insights and actionable recommendations
• Create solutions that are both approachable and intuitive for new users and sophisticated enough for power users
• Bring cutting-edge perspective and execute with the attention to detail needed to create excellent experiences
• Effectively balance functional user needs and desires, technology and operational considerations, and business opportunities
• Share experience perspectives cross-functionally (both within the CX function and across the organization), helping others appreciate strategy, processes, and interdependencies and supporting a coordinated effort to accomplish goals
• Act as a key day-to-day player in the strategic design process, partnering within the CX function and broader business to ensure that design execution stays true to your design intent
• Create and delivers powerful presentations to sell visionary concepts to leadership across the company
• Support a thriving culture where designers do work that they're proud of and where we work to impress each other daily
• Ensure accessibility and inclusivity across everything we design to meet diverse user needs
• Perform other duties as requested
  
  

Minimum Qualifications

• Bachelor's degree in a related discipline (e.g., human-computer interaction, design, marketing, etc.) and 6 years experience in a related field. The right candidate could also have a different combination, such as a master's degree and 4 years experience; a Ph.D. and 1 year of experience; or 10 years experience in a related field
• Experience in design consulting; cable, telecoms, or technology; and in enterprises with annual revenues over $10B
• Expert knowledge with collaboration tools such as Figma (+ FigJam) or Mural/Miro; strong knowledge of core Adobe CC suite, including InDesign, Illustrator, and Photoshop, as well as Microsoft PowerPoint; and a working knowledge of leading AI tools across creative and experience use cases
• Excellent written and verbal communication skills to lead effective and concrete outputs; collaboration skills to work with peers across the organization; and presentation and persuasion skills to gain buy-in from senior leadership
  
  

Preferred

• BS/BA degree in related discipline strongly desired (e.g. Psychology, Engineering, Computer Science, arts etc.)
• Certifications in UX/UI design from the Nielsen Norman Group, Google, or equivalent institutions is a plus.
• Experience with user testing, including an understanding of methods and tools and experience facilitating testing is a plus
• Has demonstrated understanding of AI strategy and its opportunities for aiding design work and/or optimizing internal processes, and has demonstrated capability in integrating into existing processes or projects
  
  

USD 119,600.00 - 199,400.00 per year

Compensation

Compensation includes a base salary of $119,600.00 - $199,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

About Cox Communications

Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!

Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.