Lead Customer Experience Designer
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About the Role:
As a Senior Product Designer, you will play a pivotal role in shaping customer experiences across our Fraud and Scam Management Platform.
Key Responsibilities:
* Conduct thorough discovery and research to identify customer pain points and inform product strategy.
* Translate insights into user flows, prototypes, and specifications that meet customer needs.
* Design wireframes and documentation aligned with our design system to deliver seamless experiences.
* Apply systems thinking to digital and physical service environments, prioritizing inclusivity, accessibility, and customer centricity.
* Collaborate with cross-functional teams to drive product strategy and roadmap using data and design thinking.
* Facilitate design critiques and agile ceremonies to foster innovation and iteration.
* Evaluate and refine our design system for scalability and consistency.
* Analyze post-launch impact and make data-driven decisions to enhance customer experiences.
Requirements:
* Proven experience designing digital products end-to-end in collaborative teams.
* Strong expertise in at least one domain: Cards, GenAI, Payment, Graphic DB, CommBiz, Pega case management, and design.
* Excellent SQL and data analysis skills to inform design decisions.
* Experience with system integration (API, Kafka, MQ, TCP/IP) to ensure seamless technology interactions.
* Superior communication and stakeholder management skills to drive project success.
Desirable Skills:
* Domain knowledge of Fraud and Scam management.
* SAS Fraud Management experience to drive advanced analytics.
* Experience with ETL, PRM, migration projects to streamline data processing.
* Familiarity with Agile methodology to drive iterative development.
* Awareness of vendors like MasterCard, Visa, DXC, FIS, Ethoca, Fircosoft, RSA, Pegasus to inform system integrations.