Customer Experience Analyst II driving enterprise improvements through customer research at Encova Insurance. Collaborating across the organization to analyze feedback and apply design thinking for intuitive experiences.
About the role
- Lead product design for customer experiences at Jobber, enhancing onboarding and product activation for home service businesses. Collaborate with teams to utilize AI insights for better customer journeys.
Responsibilities
- design the end-to-end trial and activation experience from sign-up through a customer’s first successful interactions with Jobber
- shape how new customers discover and understand the product, exploring key features and workflows during trial
- partner with Product Managers, Engineers, and AI teams to design personalized onboarding and discovery experiences
- define how AI-powered recommendations and insights show up in helpful and transparent ways
- use qualitative and quantitative insights to understand new customer behavior and improve early adoption
- lead design work that connects marketing, sign-up, onboarding, and in-product experiences into a cohesive journey
- translate complex workflows into clear, approachable experiences for small business owners
- create scalable design solutions using research, journey mapping, wireframes, interaction design, and polished UI
- collaborate with Content Design and Design Systems to create guidance and cohesive patterns
- advocate for high-quality design and contribute to raising design standards across the team
- mentor and collaborate with other designers to strengthen design thinking
Requirements
- 5+ years of experience designing SaaS products, ideally in growth, onboarding, activation, or other early product experiences
- strong product thinking and ability to connect customer needs, business goals, and technical constraints to thoughtful design decisions
- understanding of the early customer journey and ability to design experiences that quickly showcase value
- comfortable with experimentation, testing, funnel thinking, and using product and behavioral data
- strong craft across UX, interaction design, and polished UI, with the ability to take work from research through to shipped product
- highly proficient in Figma and confident in modern design workflows (including FigJam, ChatGPT, Cursor)
- experience working with Product Managers, Engineers, AI teams, and Content Design to align stakeholders and deliver high-quality experiences
- ability to shape product direction, especially in ambiguous spaces
- experience or strong point of view on designing personalized or AI-assisted product experiences
- ability to move with speed and good judgment
- strong communication skills for facilitating design reviews and advocating for high standards
- experience mentoring other designers and promoting design thinking and customer empathy
Benefits
- equity rewards
- annual stipends for health and wellness
- retirement savings matching
- extended health package with fully paid premiums for body and mind
- dedicated talent development program that includes career coaching and opportunities for career development
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