Senior UX Designer / Lead for the Customer Experience Journey (Remote work within the U.S.)

  • Dell
  • Canadian Cove, Hutto, TX 78634, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Senior UX Designer / Lead for the Customer Experience Journey (Remote work within the U.S.)
We are standing up a new team to deeply understand and then create a best in class customer experience journey, across all aspects of customer interactions with Services teams globally (Pre-Sales, Sales, Financing, Warranty, Technical Support, Field Services etc., for experiences via telephony, chat, email, ticketing, portals and more). As Senior UX Designer for our new Customer Experience Journey team for our global Services organization, you will be our go-to person for design, development, and delivery of assets and artifacts associated with world-class customer and user experience solutions. Take your work all the way from low fidelity to pixel perfect final design assets for execution by a software development team. You?ll define and own the hands on creation of customer/user experience design deliverables across project initiatives including ideation, user-flow analysis, wireframing, interaction design, visual design, branding and execution. Your experience and designs will ensure interactive and visual designs achieve the highest level of usability, desirability and customer satisfaction.
Your experience in concise, visually compelling and persuasive storytelling, including for a high level executive audience will be a differentiator and hallmark of your success. Additionally, your experience in balancing tactical deliverables and high level customer-centered strategy for Dell?s content is paramount for success. Bring your positive outlook, passion for collaboration and problem solving, and drive to enhance customer experience by delivering the right content at the right time!
Key Responsibilities
Simplify and delight Dell Technologies Services Customers through innovative user-interface models that explore concepts that lie well outside today?s typical application paradigms. Create user task models, user experience architecture, wireframe level design through to prototypes. Define and deliver the user experience vision, brand strategy, solution innovation, and prototyping. Identify user centered design patterns, establish scenarios, place designs into user context and create interactions that align to those requirements.
This is a design based role creating and delivering work to software development teams; Design rich, visual user-interaction solutions across a range of platforms and mediums and act as a key player in the strategic design process of projects, assuming responsibility for the overall customer experience strategy and execution
Craft convincing stories for executive audience that evangelize the user experience agenda, creating and delivering messaging at the executive level to successfully drive product recommendations
Lead multiple projects at once in a fast-paced delivery environment with exceptional work product
Develop and share a clear understanding of how value is created and for whom through Digital Experiences; Collaboratively design experiences which add quantifiable value for users and our business; Collaborate with other teams, directors, and stakeholders to ensure alignment with related brand and product initiatives
Lead ideation and iteration sessions; Facilitate a consistent and repeatable UX process from project intake through delivery
Required Qualifications
15+ years of related experience with a Bachelor?s degree, 12+ years with a Master?s, 8+ years with a PhD, or equivalent experience, Experience to include:
Demonstrated understanding, planning for and being constantly aware of the impact of design decisions on the overall customer journey and business impact to operational goals
Leading philosophically and tactically for the voice of the customer in an agile environment; Bringing thought leadership experience to projects, including staying Up to date with trends and exercising understanding of when to disregard them
Hands on design and pixel perfect asset development using expert level, deep understanding of Human Factor issues and principles; Superior prototyping and interactive logic skills to bring visual work to life and accurately portray intended experience through design
Defining, executing, analyzing, interpreting / sponsoring User research activities on product design, usage & usability in laboratory or field settings using a broad range of quantitative and qualitative data collection techniques - and Applying findings in product design in accordance with business strategy
Experience articulating design decisions and presenting work to various audiences at all levels both virtually, and in person; Relevant experience at a design consultancy, agency, a design-focused technology company, or as part of a design-focused marketing and communications tea
Desirable Qualifications
Experience in Technical Services industry, and exposure to Tiered Offer Structures
Enterprise Managed Services and/or Data Center Consulting experience
Familiarity with a portfolio of multi cloud, software and hardware technology
Professional experience creating designs for a global audience by being mindful of translation and localization impact to visual layouts
Software development experience
We offer highly competitive salaries with bonus programs, world-class benefits and growth and development opportunities ? all to create a compelling and rewarding work environment.
Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play?providing customers with the industry?s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities? all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Employment Opportunity Policy here.
Associated topics: gui, interactive producer, interface, ui, ui designer, ui ux designer, user interface, ux, ux ui designer, wireframing