UX Expert, Customer Care & Support

What you’ll do

The UX Expert for Customer Care & Support on the Assist & Support UX team will redefine what it means to support retailers and customers in the sales and ownership experience of cars, automotive services, and mobility products. You’ll be part of elevating user experience in collaboration with other leads and stakeholders in product and engineering.

You’ll increase sales, long-term customer engagement, customer satisfaction, and retention by working to create a new suite of tools and customer experiences focused on customer care and support during sales of car subscriptions, corporate and employee fleets, and mobility solutions that complement the traditional model of individual car ownership. You’ll be responsible for the strategy and implementation of global programs for customer and retail care during the phases where customers learn about the brand and the cars, shop for car and mobility solutions, onboard to new cars, and use the cars over their lifecycle. Our vision for a knowledge base that merges online and offline knowledge, tools, and the data ecosystem around them is central to this role. You’ll help us understand the customer through a strong research partnership, and you and your team will work to solve their problems in a coordinated and efficient way. You’ll advocate for the customer and exceptional design with a high level of craft and exceptional service design.

Who you are

We believe that you are a person who thinks big at the system level and has worked extensively using customer insights and data to inform and personalize care and knowledge experiences in customer-facing retail channels, whether that’s in automotive or in another customer-focused retail industry like luxury consumer goods, travel and hospitality, on-demand services, or other relevant fields in which customers are equally interacting with a brand through both online channels and brick-and-mortar stores and face-to-face conversations. You will continue to deepen their relationship with the brand post-purchase through various engagement journeys around the globe.

We are looking for someone who has:

•       You’ve been in UX Design for 8+ years for both consumer-focused technology and enterprise tooling, so you understand all aspects of product architecture, interaction and visual design, and UX research. You’re a strong communicator and collaborator with design partners, and other stakeholders from teams such as product, operations, and engineering.
•       Strong UX fundamentals and user-centered design practices.
•       Deep service and customer engagement UX experience.
•       Experience with Salesforce’s Service Cloud or comparable platforms.
•       The ability to create a logical, consistent, and elegant structure within complex environments, and to help define to a scalable suite of global systems.
•       Experience working with mature design systems.
•       Experience understanding and designing for web, mobile, and physical environments like stores and cars.
•       Five or more years of project leadership involving complex projects.
•       Exceptional Design Management practices.

Experience with global retail, customer lifecycles, luxury brands and assets, and managing very large data problems are positives.