Location
Remote | Canada
Job description
Join our team
- We’re a customer-driven and product-minded team, responsible for our company’s digital evolution. We simplify the path to production so teams can focus on what matters most.
- Tech Strategy and Business Transformation org’s mission is to make life easier for millions of customers – and for our team. We build smart, user-centric and data-driven experiences for our 10,000 call center agents.
- Our team includes a passionate group of strategists, UX designers, full stack developers, scrum masters, testers, product owners, people experience specialists, and other digital experts.
Here’s the impact you’ll make and what we’ll accomplish together
- The Casa team is seeking an Interaction Designer to deliver world-class experiences to our customers. The ideal candidate will demonstrate knowledge of tactical elements of user-centred design. You demonstrate a developing strength with interaction design fundamentals, including information architecture, screen flows, application design, customer journey mapping, personas, design systems and content design.
- You will be working as part of a friendly, cross-discipline agile team who helps each other solve problems across all functions. You will employ best practices in interaction design, accessibility, interpretation of web analytics, and user experience to achieve the highest quality of experience for our agents.
- More specifically, you will support the front-end web experiences of our Casa applications. Working within a highly collaborative team, you will use your experience to take customer user stories to develop UI components and user experiences in order to bring our agent CRM web experiences to the next level, while following standards and best practices. Your curiosity and courage to innovate in an agile environment will enable us to implement enhancements and contribute to A/B tests that will drive streamlined calls and customer experience optimizations in order to provide the best experiences to users.
Here’s how
● Work with PO on determining business requirements
● Work with developers on wireframing and prototyping
● Assist in user flows, user story mapping and journey mapping
● Run agent feedback sessions to gain insights
● Crafting, reviewing and looking at the holistic E2E experience
● Prioritize high-level content
● Conduct qualitative interviews with agents when appropriate
● UX research
● Understand and communicate the ways people with disabilities are meant to experience
the design
You're the missing piece of the puzzle
● Actively engaged in conversations relating to user experience and visual design
solutions
● Consistently driving improvements in customer experience
● Ability to identify issues and gaps that are not within defined scope
● Has working knowledge of interaction design fundamentals and heuristics
● Ability to ask and articulate why solutions are designed in specific ways for users
● Ability to effectively collaborate with others to design solutions
● Full understanding of the design process and design language
● Effectively designs for digital medium and applies Digital’s design principles
● Works easily within brand parameters
Great-to-haves
● Promotes best practices to other team members
● Shares takeaways and experiences across the team
● Passion for design tools, pixel level component design and design systems
● Develops new insights into issues and examines issues from different angles
● Experience with Design System development, design tokens, sketch, figma and miro
Job tags
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