Principal Product Designer on Perk's Core AI team shaping trustworthy AI integration. Partnering with multiple teams to enhance user experiences.
About the role
- Experience Design Specialist focusing on improving member experience across digital channels for Logix Federal Credit Union. Optimizing services through technology and data analysis with an emphasis on user experience.
Responsibilities
- Focus on designing and defining the desired member experience across all channels through member and market insight
- Optimize member service through continuous process and technology advancement
- Leverage technology and digital solutions to support member strategy
- Identify and resolve root cause performance issues that contribute to member dissatisfaction
- Create and optimize the overall member experience when interacting with digital products
- Serve as a subject matter expert for translating industry best practices into scalable solutions
- Spearhead member experience projects and initiatives with all areas of the organization
- Identify opportunities to improve the member experience by using data analytics and applying a continuous improvement lens to solve for points of friction
- Employ data and research to create member journey maps that help stakeholders understand strengths, gaps, and opportunities to improve overall member service and experience
- Engage with both front-line and back-office member-impacting departments to lead efforts to develop member experience protocols
- Complete assignments and tasks relating to the monitoring of Logix service environment, including periodic audits to determine the effectiveness of current processes and quality of the member service experience
- Partner with internal stakeholders to create and maintain the digital design system
- Utilize UI/UX audit methods to provide actionable recommendations to implement changes that will lead to a seamless digital member experience
- Partner with an outside vendor and internal stakeholders/process owners to understand the member journey and underlying supporting processes and people
- Analyze user behavior and feedback to design or improve member and employee experiences
- Recommend success measures that help tie member experience improvements to business performance and opportunities to improve metrics related to operational costs, member satisfaction, and employee satisfaction
- Generate member experience business cases to guide process improvements
Requirements
- Preferred Education Level: 4 Year / Bachelors Degree in Business Management, Finance, Organizational Development, Information Technology, UX/UI Design, Graphic Design, Human-Computer Interaction, or a related field
- Minimum of 2-6 years of relevant experience or equivalent combination of training and experience
- Process-flow modeling experience
- Journey mapping experience
- UX/UI design or a related role (internships or freelance work included)
- Project management experience
- Knowledge of end-to-end core Customer/Member Experience efforts, including customer research, strategy, vision, design, development, testing, and associated change management practices
- Experience in UI/UX design and research.
- Experience in storyboarding, service design blueprinting, and persona development
- Proficiency in design tools such as Adobe Creative Suite, Sketch, Figma, or similar.
- Strong visual design skills with an eye for detail and a passion for creating aesthetically pleasing interfaces.
- Knowledge of user-centered design principles and best practices.
- Strong proficiency with tools and applications commonly used in data analysis and process improvement.
- Ability to analyze and synthesize data and identify trends.
- Demonstrated superior oral, written, and presentation skills and ability to effectively communicate to all levels of employees including senior management.
- Passionate about problem-solving and completing root cause analyses.
- Experience in guiding cross-functional groups to find answers and engage in co-creation of solutions.
- Scrum certification preferred.
- Experience in any of the following a plus: Financial institution, Project Management, Tableau, and Jack Henry Episys system.
- Advanced knowledge of internet software for research purposes and MS Office Suite.
- Ability to multi-task and perform effectively in a fast-paced environment.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Professional development opportunities
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