Remote UX Lead

Description:

• Blend is seeking a Senior UX Lead with experience in e-commerce and customer journey mapping to join the Customer Experience Center of Excellence team.
• The UX Lead will be responsible for creating satisfying and compelling experiences for consumers, focusing on reshaping the customer experience to address key moments of truth within the customer lifecycle.
• This role requires a deep understanding of all touchpoints, pain points, and customer feedback within specific customer journeys.
• Responsibilities include improving conversions, retention, and addressing root causes that result in unnecessary interactions.
• The UX Lead must solve a range of problems, analyze customer behavior, and map current sub-journeys and experiences.
• The role involves leading discovery conversations with key business owners to determine necessary process and technical solutions.
• The UX Lead will explore user insights through surveys, interviews, data analysis, usability studies, diary studies, and ethnographic observation.
• The position requires staying up to date with design and technology trends, focusing on the digital journey and improved self-service.
• The UX Lead will actively contribute to the design and implementation process, creating intuitive and engaging digital experiences.
• Collaboration with researchers, designers, and other team members is essential to ensure successful execution of user-centered design methodologies.
• The UX Lead will work with technology, product, and business teams to translate complex ideas into understandable concepts.
• The role includes conducting usability and empathy studies, creating process and user flows, journey maps, and interaction models.
• The UX Lead will support effective storytelling and presentation of visual concepts to various stakeholders.

Requirements:

• Candidates must have 5+ years of experience in Customer Experience work and UX research or research analysis, with consideration given to internships or graduate-level work.
• Experience with Customer Journey Mapping and Design is required.
• Candidates must have experience with Digital Experience and UX/UI Design.
• Project Management Skills and/or Business Administrator skills are required.
• A background in Human-Computer Interaction, Information Science, Psychology, or Social Sciences is preferred.
• Proficiency in Excel, usability study software, and/or statistical research software is necessary.
• Experience working with Salesforce environments, including Marketing Cloud, Commerce Cloud, and Experience Cloud, is a plus.
• Knowledge of user experience and user research methodology and theory is essential.

Benefits:

• The starting pay range for this role is $60/hr to $65/hr, with actual compensation dependent on factors such as experience, skills, and location.
• Blend offers a competitive benefits program that includes medical, dental, vision, 401K, PTO, commuter benefits, spending accounts, life insurance, disability coverage, and EAPs.
• The company is committed to fostering a diverse workforce, which is seen as a strength for delivering growth and positively impacting the workforce.