UX Experience Architect- AI Projects

AI UX Designer

NextEra Energy is seeking an Experience Architect to support a set of strategic initiatives focused on transforming IT service operations through AI. This role will sit at the intersection of business, user experience, and vendor delivery—helping ensure that both human and AI-driven interactions create a consistent, high-quality experience.

You will act as a central point of alignment across multiple vendor-led programs, guiding experience strategy, defining what "good" looks like, and ensuring that user experience remains a core focus as automation and AI capabilities evolve.

This is a consultative, strategy-forward role—not a hands-on design position. The ideal candidate brings a strong Human-Centered Design (HCD) and UX background, combined with the ability to influence stakeholders and external partners.

Experience Strategy & Governance

• Define and evolve experience principles and guardrails for AI-enabled service operations
• Establish and maintain a clear vision of what "good" looks like across user and machine-driven interactions
• Act as a governance layer across multiple initiatives and vendor teams

Cross-Program Alignment

• Align experience strategy across parallel initiatives focused on service operations automation and AI
• Serve as a liaison between internal stakeholders and external vendors (e.g., TCS, Cognizant)
• Ensure consistency in user experience across different platforms, tools, and workflows

Experience Design Oversight

• Develop current-state and future-state journey maps for IT service experiences
• Evaluate vendor deliverables through an experience and usability lens
• Consolidate and prioritize experience recommendations across initiatives

Insights, Risk & Reporting

• Maintain experience, risk, and gap logs to identify areas of opportunity or concern
• Provide regular experience reviews and readouts to senior stakeholders
• Partner with leadership to shape the roadmap for future AI-enabled experiences

What We're Looking For

Experience & Background

• Strong background in Human-Centered Design (HCD), UX, or digital experience strategy
• Experience working in complex, enterprise environments with multiple stakeholders and vendors
• Experience influencing delivery teams and guiding outcomes without direct ownership

AI & Emerging Technology Awareness

• Understanding of how AI and automation impact user experience
• Experience working on or supporting AI-enabled workflows, service operations, or digital transformation initiatives

Core Skills

• Ability to create journey maps, experience frameworks, and strategic UX artifacts
• Strong communication and stakeholder management skills
• Comfortable operating in a highly collaborative, matrixed environment

Nice to Have

• Background as a Business Analyst or Project Manager with strong UX/HCD experience
• Experience working with IT service management (ITSM) environments

This is a unique opportunity to shape how AI and automation are introduced into enterprise service operations—ensuring that technology transformation is grounded in thoughtful, human-centered design. You'll play a critical role in defining the future of how users and systems interact at scale.