UX Designer Senior

UX Designer

The UX Designer will support the CSR Assist product as it progresses through the Build-Operate-Transfer phase. This role will partner closely with product, business, content, and technology teams to translate evolving requirements and product direction into clear, high-fidelity, implementation-ready designs in Figma. The designer will help define and refine end-to-end user experiences for customer service representatives using an AI-enabled support tool, including workflows, interaction patterns, screen states, edge cases, and responsive design considerations. The overall experience should be intuitive, efficient, accessible, and aligned to human-centered design principles and established design standards. This role is critical to maintaining design momentum during delivery, supporting a smooth transition of product ownership, and ensuring the experience is clearly documented and ready for implementation by client teams.

Top 3 Required Skills/Experience – The most important must-have skills. Include:

• Three (3) to five (5) years of experience in UX or product design, with demonstrated ability to create high-fidelity, production-ready designs for complex digital products.
• Advanced Figma design skills o Create polished, high-fidelity screen designs, prototypes, and design documentation in Figma o Apply component-based design, auto layout, responsive behavior, variants, and interaction states o Work efficiently within an established design system and contribute to scalable, reusable patterns as needed
• Experience designing complex workflows and enterprise or service-support tools o Translate business requirements, user needs, and technical constraints into clear, usable workflows o Design for multi-step interactions, dynamic states, edge cases, and decision-support experiences o Collaborate with cross-functional teams to refine designs through build and implementation

Required Skills/Experience – The rest of the required skills/experience. Include:

• Participates in requirement-gathering activities to understand business needs, user goals, product scope, and measures of success
• Translates concepts, requirements, and product direction into user flows, wireframes, prototypes, and high-fidelity designs
• Designs clear, efficient workflows for users operating in complex, information-rich environments
• Documents screen states, interaction behavior, empty/error/loading states, and design rationale to support implementation
• Collaborates closely with product owners, business partners, content strategists, developers, and other designers
• Iterates on designs based on stakeholder feedback, usability considerations, and technical implementation needs
• Works within established design systems and UX standards to maintain consistency and scalability
• Designs responsive experiences and considers usability across relevant screen sizes and system constraints
• Applies accessibility and human-centered design best practices throughout the design process
• Communicates design decisions clearly through design reviews, walkthrough, and supporting documentation
• Demonstrates the ability to work in an Agile product environment with evolving requirements and delivery timelines

Preferred Skills/Experience – Optional but preferred skills/experience. Include:

• Experience designing AI-enabled, assistant, chatbot, or decision-support experiences
• Experience designing internal tools, contact center applications, or customer service representative workflows
• Experience working on products in active build, pilot, or Build-Operate-Transfer environments
• Ability to understand how data, service, and technical limitations affect design implementation
• Familiarity with healthcare, health insurance, or other highly regulated digital experiences
• Strong visual and interaction design skills

Education/Certifications – Include:

• Bachelor's degree in related field required
• Master's degree in related field preferred
• Extensive Experience in the User Experience Design field can be used to substitute education