Senior CX Designer, AI & Digital Experiences

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

🛍️ Spécialiste e-commerce

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Actian

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 1980

💼 Conseil

🏥 Santé

📦 Logistique

Consulting • Healthcare • Logistics

Actian est une entreprise qui propose des plateformes de data management et d’analytics, permettant aux organisations de prendre des décisions éclairées, fondées sur les données. Ses produits incluent une solution SaaS cloud-native et une plateforme de données complète offrant des fonctionnalités de gestion des données, d’intégration, de qualité, d’analytics et de modernisation des applications. La technologie d’Actian prend en charge des options de déploiement flexibles sur site (on‑premises), dans le cloud et en environnement hybride. Ses solutions de bases de données comprennent des moteurs NoSQL, RDBMS et d’autres systèmes de gestion de bases de données, adaptés à des applications diverses. Actian collabore avec les principales plateformes cloud telles que Google Cloud, AWS et Microsoft Azure, et fournit des solutions à travers de nombreux secteurs, notamment les services financiers, la santé et le retail. L’entreprise vise à donner aux organisations les moyens de simplifier la façon dont les données sont connectées, gérées et analysées, en proposant des solutions fiables, scalables et haute performance.

Description

• Design and prototype AI-powered customer experience touchpoints, including agentic workflows, intelligent chatbots, and AI-assisted self-service interactions across the customer lifecycle • Identify opportunities to embed AI into key customer journey moments to reduce friction, improve discoverability, and increase customer self-sufficiency • Collaborate with marketing, sales, product, engineering and customer success teams to translate AI capabilities into intuitive, customer-centered experience concepts • Map and analyze the full customer journey across Actian’s digital ecosystem including web, community, support, onboarding, and self-service channels to identify gaps and prioritize high-impact improvements • Design connected, cohesive digital experiences that help customers more easily find what they need and derive value faster • Champion a consistent experience layer across Actian’s diverse product portfolio, ensuring customers have a unified sense of engagement regardless of which product they interact with • Design self-service and digital-first customer experiences that support Actian’s product-led growth motion, including trial activation, onboarding flows, and in-journey guidance • Partner with the CX strategy team to shape experience concepts for new product launches and emerging go-to-market approaches • Identify where customers get stuck or drop off in self-service flows and design interventions that improve conversion and retention • Develop high-quality CX design artifacts including journey maps, service blueprints, experience briefs, wireframes, conceptual prototypes, and storyboards that translate strategy into actionable direction for cross-functional teams • Plan and facilitate design thinking workshops with stakeholders from Product, Marketing, Customer Success, Sales, and IT to surface insights and co-create experience solutions • Translate customer research, behavioral data, and competitive benchmarks into prioritized, actionable experience improvements • Define clear success metrics for each CX initiative and track improvements against key experience indicators such as self-service resolution rates, time-to-value, customer satisfaction, and digital engagement • Build a track record of demonstrated CX impact connecting design decisions to measurable business and customer outcomes • Present findings, designs, and results clearly to senior leadership, making the business case for CX investments

🎯 Exigences

• 5–7+ years in customer experience design, experience strategy, service design, or a closely related discipline within SaaS, enterprise software, or digital consulting • Demonstrated command of design thinking frameworks including journey mapping, service blueprinting, persona development, and Jobs-to-be-Done with evidence of real-world impact • Hands-on experience designing or conceptualizing AI-powered experiences, including chatbot or virtual assistant flows, agentic interactions, or AI-assisted self-service • Active, demonstrated use of AI tools in your day-to-day design and strategy work including AI platforms (e.g., Claude, ChatGPT, Gemini), AI-assisted design tools (e.g., Figma Make), and AI-integrated research, synthesis, or prototyping workflows; ability to speak concretely to how AI has changed how you work • Understanding of product-led growth principles and experience designing self-service or trial/freemium customer journeys • Strong visual communication and prototyping skills; ability to produce wireframes, mockups, storyboards, and flow diagrams that cross-functional teams can act on • Proven ability to connect design work to measurable outcomes and present impact clearly to executive stakeholders • Skilled facilitator; comfortable planning and running design thinking workshops with diverse, senior stakeholders**Excellent written and verbal communication skills with strong executive presence