Senior Product Experience Designer (Enterprise UX)
Overview / Summary
We are seeking hands-on Product Experience Designers to support strategic Operations modernization initiatives. In this role, you will help modernize internal experiences used by underwriters, call center representatives, agents, and agent team members, with a focus on complex workflows, legacy-system challenges, and improved end-to-end service experiences.
The ideal candidate can independently lead complex experience workstreams from discovery through design execution, partnering closely with business analysts, product managers, developers, designers, and Experience Leads to deliver human-centered design solutions.
Key Responsibilities
- Own complex experience design workstreams from discovery through design execution.
- Conduct stakeholder and user interviews.
- Map current-state and future-state user journeys.
- Synthesize research findings and analytics to identify pain points and opportunities.
- Define user scenarios and workflow requirements.
- Create information architecture and user flows.
- Develop wireframes, high-fidelity designs, and interactive prototypes in Figma.
- Iterate designs based on stakeholder feedback and usability findings.
- Partner with business analysts, product managers, developers, designers, and Experience Leads.
- Translate business requirements into human-centered design solutions.
- Present design rationale and educate partners on UX principles.
- Balance business needs, user needs, technical constraints, accessibility requirements, and design-system standards.
- Use research and analytics to support continuous improvement.
- Follow internal design practices, training materials, and native design-system standards.
- Contribute to the design of AI-enabled workflows and utilize GenAI tools for synthesis and design exploration.
Required Qualifications
- Strong product experience design, enterprise UX, and systems-thinking capabilities.
- Ability to quickly learn business operations domains, including agent support, underwriting support, call center workflows, case/task management, and internal service experiences.
- Experience with business storytelling, problem framing, research interviewing, journey mapping, affinity mapping, insight synthesis, hypothesis formulation, storytelling, critical evaluation, information architecture, scenario development, stakeholder communication, and cross-functional collaboration.
- Ability to translate ambiguous input into clear design direction.
- Proficiency in Figma, including:
- User flows
- Wireframes
- High-fidelity design
- Interactive prototypes
- Design documentation
- Experience with journey mapping and experience mapping for complex workflows and multi-role journeys.
- Experience applying design-system components and patterns consistently.
- Strong information architecture, user-flow creation, scenario development, and complex workflow design skills.
- Experience supporting user research and usability testing, including interviews, synthesis, findings documentation, and iterative design.
- Understanding of accessibility fundamentals.
- Comfortable using GenAI tools for synthesis and design exploration.
- Ability to work independently with limited supervision while collaborating across cross-functional teams.
What Makes HTC A Great Place To Build Your Future
HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.
At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.
Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.