Company

Cox Communications, Inc.

Job Family Group

Engineering / Product Development

Job Profile

Lead UX Researcher

Management Level

Manager - Non People Leader

Flexible Work Option

Can work remotely but need to live in the specified city, state, or region

Travel %

No

Work Shift

Day

Compensation

Compensation includes a base salary of $119,600.00 - $199,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Cox is taking a new direction that will reimagine our brand experience — from how we communicate and how it feels to do business with us to the role our products play in people’s lives.  The success of our strategy depends, in part, on our ability to design customer experiences that are delightful to engage in and deliver measurable value. The Lead Service Designer for Customer Experience will play a central role in crafting the end-to-end Cox customer journey and designing moments that matter. We’re looking for an experienced designer who can create CX excellence while working within the reality of a complex enterprise.

This is a hybrid position that will require coming into the Atlanta office every Tuesday/Wednesday (team days). Candidates must live within a commutable distance of the office.

The Lead Service Designer for Customer Experience will be responsible for designing the functional and emotional touchpoints that customers experience throughout their journey with Cox, including onboarding, education, account management, support, and retention/loyalty. You’ll work with your peers across the CX organization to understand where opportunities lie and how Cox will best express its brand to deliver value through the customer experience. You’ll be responsible for bringing these opportunities to life through journey mapping, low-fidelity proofs-of-concept, and customer requirements. This position will play a central role in crafting the Cox customer experience of the future — thus a strong candidate should have an ambition to drive the evolution of experience design and incorporate new tools and processes (including AI and emerging technology) to do so.

Envision a transformational end-to-end customer experienceBring the experience strategy to life through elegant experiences, solutions, and features with clear design intent, ultimately creating a world-class user experienceCraft detailed journey maps, service blueprints, and experience requirements that offer clear insights and actionable recommendationsCreate solutions that are both approachable and intuitive for new users and sophisticated enough for power usersBring cutting-edge perspective and execute with the attention to detail needed to create excellent experiencesEffectively balance functional user needs and desires, technology and operational considerations, and business opportunitiesShare experience perspectives cross-functionally (both within the CX function and across the organization), helping others appreciate strategy, processes, and interdependencies and supporting a coordinated effort to accomplish goalsAct as a key day-to-day player in the strategic design process, partnering within the CX function and broader business to ensure that design execution stays true to your design intentCreate and delivers powerful presentations to sell visionary concepts to leadership across the companySupport a thriving culture where designers do work that they’re proud of and where we work to impress each other dailyEnsure accessibility and inclusivity across everything we design to meet diverse user needsPerform other duties as requested

Minimum Qualifications

Bachelor’s degree in a related discipline (e.g., human-computer interaction, design, marketing, etc.) and 6 years experience in a related field. The right candidate could also have a different combination, such as a master’s degree and 4 years experience; a Ph.D. and 1 year of experience; or 10 years experience in a related fieldExperience in design consulting; cable, telecoms, or technology; and in enterprises with annual revenues over $10BExpert knowledge with collaboration tools such as Figma (+ FigJam) or Mural/Miro; strong knowledge of core Adobe CC suite, including InDesign, Illustrator, and Photoshop, as well as Microsoft PowerPoint; and a working knowledge of leading AI tools across creative and experience use casesExcellent written and verbal communication skills to lead effective and concrete outputs; collaboration skills to work with peers across the organization; and presentation and persuasion skills to gain buy-in from senior leadership

Preferred

BS/BA degree in related discipline strongly desired (e.g. Psychology, Engineering, Computer Science, arts etc.)Certifications in UX/UI design from the Nielsen Norman Group, Google, or equivalent institutions is a plus.Experience with user testing, including an understanding of methods and tools and experience facilitating testing is a plusHas demonstrated understanding of AI strategy and its opportunities for aiding design work and/or optimizing internal processes, and has demonstrated capability in integrating into existing processes or projects

Benefits

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.