Job Description

Join our team

• We're a customer-driven and product-minded team, responsible for our company's digital evolution. We simplify the path to production so teams can focus on what matters most.
• Tech Strategy and Business Transformation org's mission is to make life easier for millions of customers - and for our team. We build smart, user-centric and data-driven experiences for our 10,000 call center agents.
• Our team includes a passionate group of strategists, UX designers, full stack developers, scrum masters, testers, product owners, people experience specialists, and other digital experts.

Here's the impact you\'ll make and what we\'ll accomplish together

• The Casa team is seeking an Interaction Designer to deliver world-class experiences to our customers. The ideal candidate will demonstrate knowledge of tactical elements of user-centred design. You demonstrate a developing strength with interaction design fundamentals, including information architecture, screen flows, application design, customer journey mapping, personas, design systems and content design.
• You will be working as part of a friendly, cross-discipline agile team who helps each other solve problems across all functions. You will employ best practices in interaction design, accessibility, interpretation of web analytics, and user experience to achieve the highest quality of experience for our agents.
• More specifically, you will support the front-end web experiences of our Casa applications. Working within a highly collaborative team, you will use your experience to take customer user stories to develop UI components and user experiences in order to bring our agent CRM web experiences to the next level, while following standards and best practices. Your curiosity and courage to innovate in an agile environment will enable us to implement enhancements and contribute to A/B tests that will drive streamlined calls and customer experience optimizations in order to provide the best experiences to users.

Here's how
Work with PO on determining business requirements
Work with developers on wireframing and prototyping
Assist in user flows, user story mapping and journey mapping
Run agent feedback sessions to gain insights
Crafting, reviewing and looking at the holistic E2E experience
Prioritize high-level content
Conduct qualitative interviews with agents when appropriate
UX research
Understand and communicate the ways people with disabilities are meant to experience
the design

You're the missing piece of the puzzle
Actively engaged in conversations relating to user experience and visual design
solutions
Consistently driving improvements in customer experience
Ability to identify issues and gaps that are not within defined scope
Has working knowledge of interaction design fundamentals and heuristics
Ability to ask and articulate why solutions are designed in specific ways for users
Ability to effectively collaborate with others to design solutions
Full understanding of the design process and design language
Effectively designs for digital medium and applies Digital's design principles
Works easily within brand parameters

Great-to-haves
Promotes best practices to other team members
Shares takeaways and experiences across the team
Passion for design tools, pixel level component design and design systems
Develops new insights into issues and examines issues from different angles
Experience with Design System development, design tokens, sketch, figma and miro

emergiTEL