UX Designer, Digital Customer Experience

Job Details

Location: New York, NY 

Employment Type/Duration: Contract – Initial 6 Months with Likely Extension

Schedule: Monday–Friday

Start Date: ASAP

Experience Level: 5+ Years

Number of Openings: 1

Pay Rate: $70–$85/hour

Interview Process: 1 Round – Virtual Interview (30–60 Minutes)

Overview

Our client is seeking an experienced UX Designer, Digital Customer Experience to design and optimize intuitive, accessible, and customer-centered digital experiences across web and mobile platforms. This individual will play a key role in improving digital self-service capabilities, simplifying complex customer journeys, and enhancing customer engagement across essential online transactions.

The ideal candidate will have strong hands-on experience in end-to-end UX design, user research, usability testing, wireframing, prototyping, and interaction design. They should be comfortable collaborating with cross-functional teams to identify customer pain points, translate research findings into actionable design solutions, and continuously improve digital experiences through testing, analytics, and iteration.

This position will focus on enhancing transactional customer experiences, including billing and payments, service requests, account management, outage reporting, and program enrollment.

Key Responsibilities

UX Design & Customer Experience

• Design and optimize end-to-end customer journeys across web and mobile digital platforms.

• Develop wireframes, user flows, prototypes, and interaction designs that simplify complex customer experiences.

• Improve digital self-service experiences, including billing, payments, service requests, account management, and online registrations.

• Identify opportunities to reduce customer effort, improve usability, and increase digital engagement.

• Contribute to and leverage established design systems to maintain consistency across digital platforms.

User Research & Usability Testing

• Conduct user research, usability testing, journey mapping, and stakeholder interviews to identify customer needs and pain points.

• Translate qualitative and quantitative research findings into actionable UX design improvements.

• Evaluate existing digital workflows and recommend enhancements based on customer behavior and usability insights.

• Validate design solutions through testing, feedback, and iterative improvements.

• Measure the effectiveness of UX enhancements using customer engagement, usability, and business performance metrics.

Accessibility & Digital Optimization

• Ensure digital experiences align with accessibility standards and Web Content Accessibility Guidelines (WCAG).

• Develop inclusive, accessible designs that accommodate diverse customer needs.

• Continuously evaluate and optimize digital experiences to improve usability, efficiency, and customer satisfaction.

• Support improvements to transactional workflows, including forms, payments, registrations, and service requests.

Cross-Functional Collaboration

• Partner with product managers, developers, business stakeholders, and other cross-functional teams to deliver customer-centered digital solutions.

• Facilitate design workshops, brainstorming sessions, stakeholder interviews, and design reviews.

• Communicate UX concepts, research findings, and design recommendations to technical and non-technical audiences.

• Collaborate with development teams to ensure designs are implemented accurately and align with business objectives.

• Participate in iterative product development and continuous improvement initiatives.

Required Qualifications

• Bachelor's degree in UX Design, Human-Computer Interaction, Psychology, Information Science, Digital Design, or a related field.

• 5+ years of professional experience designing websites, digital products, applications, or customer-facing digital experiences.

• Strong hands-on experience with Figma, Adobe XD, or similar UX design and prototyping tools.

• Demonstrated experience with end-to-end UX design, including wireframing, user flows, prototyping, and interaction design.

• Experience conducting user research, usability testing, journey mapping, and stakeholder interviews.

• Ability to translate research findings and customer feedback into actionable design solutions.

• Experience designing and improving transactional digital workflows, including payments, forms, registrations, service requests, and account management.

• Strong understanding of accessibility best practices and WCAG compliance requirements.

• Experience collaborating with technical and non-technical stakeholders throughout the design and development lifecycle.

• Excellent communication, presentation, facilitation, problem-solving, and stakeholder management skills.

Preferred Qualifications

• Experience working within regulated industries such as utilities, energy, financial services, healthcare, or telecommunications.

• Familiarity with Agile product development methodologies and cross-functional delivery teams.

• Experience working with Content Management Systems (CMS), particularly Sitecore or SharePoint.

• Familiarity with digital analytics and customer behavior tools such as Google Analytics, Adobe Analytics, or Hotjar.

• Experience leveraging customer analytics, usability metrics, and behavioral insights to improve digital experiences.

• Experience supporting large-scale customer-facing web or mobile platforms.