Sr. UX Solution Designer

Job Description

Position Highlights:

• Recognized leader: Rated #1 Prepaid Wireless Provider in the U.S.
• Technology driven: Opportunity to work with state-of-the-art technology
• Teamwork: A supportive team environment that thrives on innovation.
• Culture: An entrepreneurial focus, where ownership and ingenuity are expected.
• Benefits: Excellent health benefits, Matching 401K, and education reimbursement.

COVID-19: Candidates selected for potential hire must be fully vaccinated against COVID-19 prior to employment.

What you will do:

Our UX Design & Improvements team is seeking a Sr. UX Solution Designer. The Sr. UX Solution Designer is responsible for generating the business backend requirements and needed/desired configurations, defining the UX solution design strategy and overseeing the implementation of UX solutions. The Sr. UX Solution Designer uses UX design best practices, conceptual models, key metrics, research data and business analysis, personas, trends, and internal documentation standards to lead the effort around design strategy for major components of the user experience that scale across multiple products, platforms, channels, and end-to-end scenarios for a variety of company projects and initiatives.

The Sr. UX Solution Designer is focused on creating enjoyable customer experiences by iterating on user-centered designs and incorporating relevant user feedback to constantly improve products. This person works closely with our cross-functional team of UX/UI designers and content developers to craft solutions for complex interaction flows, wireframes, UI mockups, interactive prototypes, backend requirements and configurations, use cases, and detailed design specifications for Web (desktop, mobile, and eCommerce), App, Agent Support Systems, and 3rd party/ dealer support systems.

The Sr. UX Solution Designer use various tools and the acquired knowledge of TracFone's processes and systems to: mentor and train other UX/UI Solution Designers and to review their designs and design documentation to make sure best practices are followed.

Finally, the Sr. UX Solution Designer plays a key role as the subject matter expert in TracFone's customer facing systems and performs a liaison function between business and technical (IT) resources to translate desired customer experiences and functionality into clear requirements that can be implemented by downstream resources.

Responsibilities:

Lead Design Efforts

• Lead UX solution design execution and ensure correct documentation of major company initiatives typically impacting multiple channels, processes, services and/or brands.
• Provide technical and functional mentorship to cross-functional UX and UI Design team members.
• Provide creative and experiential leadership during the creation of conceptual diagrams, wireframes, UI mockups, and prototypes.
• Responsible for making sure that design documentation standards are followed.
• Regular participation in design reviews, and sprint planning sessions, some involvement in creation of user stories.
• Guide and support cross functional teams during the implementation of company initiatives. Cross functional teams include: IT, SQA, PMO, and business or product owners.
• Assist in training of new resources in the UX/UI Solution Design area in procedures, documentation standards and design practices.
• Assist manager with review of designs produced by less senior staff in the group.

UX Solution Design and Strategy

• Define requirements and guide strategy for UX solution design and execution for major company initiatives typically impacting multiple channels, processes, services and/or brands.
• Partner with business, product teams and other key customer experience teams to shape the vision for customer interactions that are as user friendly, effective, and memorable as possible.
• Ensure that design solutions are user-centric, cohesive, provide a holistic multi-channel user experience, and achieve business goals.
• Ensure that UX design best practices in the market/industry are being used.
• Help define the UX documentation guidelines and standards in collaboration with UX/UI managers.

Backend Requirements and Configurations

• Responsible for defining and maintaining the business backend requirements and configurations for major company initiatives.

• Provide both technical and functional mentorship during business backend requirements and configurations definition to cross-functional UX team members.
• Responsible for maintaining the business backend requirements and configuration documentation.
• Help define the business backend and configurations requirements documentation guidelines and standards in collaboration with the department UX/UI solution Design Sr. Manager.

Business Analysis and User Experience Design

• Analyze multiple information sources and complex processes to understand needs and propose solutions. Information to analyze includes: business requirements, available process data and metrics, new and existing systems behavior, applicable business rules, and feedback on user needs from interviews, feedback tools, direct observation, focus group studies, or usability studies.
• Interact with IT entities to understand software limitations and implementation challenges to make sure that the design not only is adequate for the business needs but also technically feasible; it must be implementable according to the available technology and given timeline.
• Design UX solutions for complex TracFone transactional processes and customer interactions.
• Use UX Design best practices along with a high level of analytical reasoning, creative problem solving, common sense, and acquired TracFone knowledge.
• Maintain relationships within the different UX Design teams, ensuring that correct information is available for designs

User Experience Research

• Partner with user researchers on discovery and usability efforts.

• Analyze market research, personas, customer feedback, site metrics, focus groups and usability findings to incorporate learnings in the design strategy and provide better experiences for TracFone brands and customer types.

Required Experience

• BS in Industrial Engineering, Information Systems/Software Engineering/Telecommunications Engineering or Digital majors. Other Engineering disciplines may also be considered.
• Master's Degree in all of the above disciplines may also be considered. Master's Degree in general is a plus for the position.
• 4 years of creating user-focused digital experiences.
• Successfully lead the implementation of significant initiatives throughout their complete lifecycle.
• Experience with User Experience design, Business Analyst or User Interaction.
• Demonstrated knowledge on TracFone brands, systems, and change management processes.
• Proven record of driving business results; proven ability to understand complex business logics and to deliver or propose adequate and feasible solutions.
• Proven effectiveness at mentoring / coaching other engineers.
• Experience with at least one prototyping and design tools such as: Lucidchart, Axure RP Pro, Microsoft Visio, Adobe XD, Draw.io, etc.
• Design experience in web/mobile responsive/ App.
• Completed training to strengthen technical skills (Process Streamlining / Systems Design Best Practices).
• Demonstrated ability to work in a team to achieve goals.
• Knowledge of Microsoft Office (Word, Excel, Power Point, Outlook, etc).
• Knowledge of Jira or similar issue tracking systems.

Tracfone Wireless is an Equal Employment Opportunity employer. We embrace diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.