[Hiring] Customer Experience Designer @Ardent Eagle Solutions

Role Description

The Customer Experience Designer will lead efforts to conceptualize, design, and refine user journeys by integrating human-centered design principles with data-driven insights. This position serves as a strategic partner to stakeholders, ensuring that customer experience initiatives are aligned with program objectives, user needs, and operational feasibility.

This role is responsible for shaping and optimizing end-to-end user experiences across digital and service delivery platforms.

• Conceptualize, design, and develop end-to-end customer experience pathways across systems and services
• Define and document customer journeys, touchpoints, and interaction models
• Provide leadership and guidance on user experience (UX) best practices, establishing standards for use across development teams
• Translate user needs and behavioral insights into actionable design strategies and solutions
• Conduct and support customer research activities, including surveys, usability testing, and user studies
• Analyze qualitative and quantitative data to inform design decisions and experience improvements
• Develop and present data-driven recommendations to stakeholders and program leadership
• Create design artifacts, including:
  • Wireframes
  • Storyboards
  • Functional specifications
  • Experience maps and user flows
• Collaborate with cross-functional teams (developers, analysts, program staff) to ensure alignment between design and implementation
• Evaluate and assess the feasibility and impact of customer experience initiatives
• Enhance and refine testing methodologies, incorporating innovative techniques to improve user experience outcomes
• Serve as a champion for user-centered design, advocating for best practices throughout the development lifecycle

Qualifications

• Approximately 6 years of experience in customer experience (CX), user experience (UX), service design, or a related field
• Demonstrated experience designing and implementing user-centered design solutions
• Strong understanding of human-centered design principles, usability, and accessibility standards
• Experience conducting user research and translating findings into design improvements
• Ability to synthesize complex data into clear, actionable insights and recommendations
• Proficiency in developing design documentation and artifacts to guide implementation
• Strong collaboration and communication skills, with the ability to influence cross-functional teams

Requirements

• Bachelor’s Degree (BA/BS) in Design, Human-Computer Interaction, Psychology, Communications, or a related field
• Equivalent combination of education and relevant experience may be considered in lieu of a degree
• Certification(s):
  • Certified Usability Analyst (CUA)
  • Human-Centered Design (HCD) or UX certifications
  • Agile or Scrum-related certifications (e.g., Certified ScrumMaster - CSM)

Work Location & Schedule

• Location: 100% Remote
• Schedule: Monday through Friday, standard business hours

Benefits

• Medical/Dental/Vision Coverage
• Matching 401(k) Plan
• Continuing Education Assistance
• Paid Time Off