Lead, Design Architect – Customer Experience

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the design authority and steward for customer-facing digital experiences.

• Direct the design and experience strategy across essential platforms (Website, Mobile App, Search, Application, Portal, etc.) in collaboration with the Sr. Director of DXD.

• Enhance experience standards, interaction patterns, and design principles for customer workflows.

• Integrate experience design thinking into CoE workflows, prioritization, and decision-making processes.

• Foster strong relationships with customer experts (Customer Experience, Experience Owners, Product/Technology) to pinpoint friction points and convert them into prioritized design and tooling opportunities.

• Represent the customer viewpoint in cross-functional planning, roadmap evaluations, and strategic discussions.

• Document and disseminate insights to build enduring institutional knowledge.

• Monitor feature adoption and evaluate alignment with intended experience outcomes.

• Carry out ongoing system usability assessments with associates.

• Create and uphold feedback mechanisms between customers and DXD/product/technology teams.

• Report on experience performance, highlighting gaps, successes, and opportunities.

• Collaborate with XOs to identify and enhance visibility opportunities in customer experience data.

• Develop a proactive outlook on customer experience priorities.

• Utilize vibe coding and AI-assisted design to swiftly convert insights into testable concepts.

• Prototype alternative workflows, tool interactions, and experience enhancements across customer platforms.

• Assess and adopt emerging AI design tools that expedite design and innovation.

• Work closely with the Director of Experimentation to co-create insight-driven hypotheses.

• Lead the design of experience experiments for customer-facing tools, from concept through analysis.

• Design with testability in focus—structuring variants, workflows, and interactions to achieve measurable outcomes.

• Embrace A/B testing and experimentation as standard practices to validate customer experience modifications.

• Support the XO experimentation model, where XOs manage experiment backlogs and DXD acts as the methodology and execution expert.

• Collaborate with UX Research early in discovery to co-design research methods, translate insights into real-time design guidance, and validate concepts prior to prototyping or experimentation.

• Monitor and convey adoption and sentiment.

• Advocate for customer needs in product and technology prioritization decisions.

• Serve as the intermediary between CX associates and product/technology partners, informing and educating cross-functional stakeholders to align on customer experience enhancements.

• Provide experience-driven insights to guide roadmap planning for customer-facing products.

⛳️ Requirements

• Over 5 years of experience in product design, experience design, UX, or digital product ownership with a strong emphasis on customer experience.

• In-depth knowledge of web and mobile applications—capable of evaluating, mapping, and influencing workflows while identifying UX/experience gaps without relying on engineering.

• Proven track record in conducting customer experience research, usability assessments, and gathering qualitative insights.

• Strong analytical skills—familiar with feature adoption data, usability metrics, funnel analysis, and constructing or interpreting feedback dashboards.

• Demonstrated ability to influence cross-functional teams—effectively advocating with product, operations, engineering, and executive stakeholders without formal authority.

• Ability to navigate ambiguity and build rapport while quickly adapting—this role involves blending the old with the new, and the individual should find energy in that transition.

• Excellent communication skills—capable of translating digital and real-world scenarios into design strategy recommendations and vice versa.

🏝️ Benefits

• Competitive salary and annual bonus program for all associates.

• Generous PTO including vacation accrual, sick time, volunteer time, and standard and floating holidays.

• 401(k) with company matching contributions.

• Casual dress code and a genuinely enjoyable work environment.

• Team events, celebrations, and a culture that values connection.

• Employee Resource Groups: Together with Women, Asian Alliance, Black Collective, Juntos, Gen Next, and Open Invitation.

• Career growth paths and learning opportunities—promoting from within.