Digital Design Fellow

Designer Fellow, Digital Product

As the Designer Fellow, Digital Product, the successful candidate will be the chief UX designer of our UX/UI design community, leading design work across multiple digital properties. This individual will be a foundational cornerstone for our digital transformation, designing intuitive, engaging, consistent, world-class, innovative digital experiences for our customers to drive new digital revenue streams and differentiation for the enterprise. This role is crucial to driving the user experience (UX) vision and translating complex requirements into seamless, user-centered product designs that are radically simple across customer platforms, which will evolve over time.

Reporting to the Director of Digital Design, the chosen candidate will not have direct reports, but lead other UX/UI designers, product managers, engineers, and stakeholders to create designs that meet/exceed both user needs and business goals in new areas of focus across a global enterprise. The successful candidate will also actively design to advance work. This role demands a strong digital portfolio experience and advanced design expertise across multiple disciplines/platforms, expertise in design methodologies, technical and business acumen, and a passion for driving change and design excellence across all stages of the product lifecycle.

• Design Leadership and Strategy: Lead the end-to-end design process for complex and/or new digital products, from concept to implementation, ensuring designs align with the strategic goals of the organization. Develop and promote design standards, guidelines, best practices and radical simplicity to maintain consistency across all digital touchpoints. Ensure the activation of journey management at scale through design. Lead the Global UX/UI design community in this pursuit.
  
  Design to support business goals on critical business areas.
• User-Centered Design: Conduct, partner and be responsive to user research (e.g., interviews, surveys, usability testing) and collaborate with cross-functional teams to identify user pain points, needs, and behaviors. Translate insights into wireframes, prototypes, high-fidelity designs that deliver exceptional user experiences, advocates for customers throughout the development lifecycle.
• Collaboration and Innovation: Partner closely with leadership, product managers, designers and engineers to define product requirements, provide design solutions, and ensure designs are implemented as intended. Innovate and experiment with new design trends, tools, and technologies to continually improve user experience and enhance the product. Travel may be required for design sessions, workshops and other high value collaboration opportunities to advance business goals.
• Mentorship and Team Development: Guide, mentor junior and mid-level designers to foster their growth in design thinking, execution, and problem-solving thus advancing the designer/UX ecosystem. Share knowledge, provide constructive feedback, and support team development through design input and collaborative design sessions globally.
• Stakeholder Communication and Presentation: Uses effective storytelling methods to convey knowledge and pitch opportunities to executive leadership. Present design solutions and rationale to stakeholders, clearly articulating design decisions and how they align with user needs and business goals. Collaborate with stakeholders to refine and iterate on design concepts based on customer feedback or evolving business need.
• Design System Ownership: Contribute to the evolution and maintenance of the company's design system to ensure scalability, consistency, and coherence across all digital products. Advocate for design system usage across the product development process.

• Proven Practice Building:
  Demonstrated experience in establishing or significantly maturing a service design discipline by creating foundational playbooks, frameworks, and governance models.
• Enterprise-Scale Transformation: A proven track record of leading complex, large-scale service transformation initiatives within a highly matrixed enterprise environment.
• "Zoom-In/Zoom-Out" Portfolio: A portfolio that clearly demonstrates both strategic, systems-level work (e.g., service blueprints, ecosystem models) and direct contributions to the UX/UI of shipped digital products, illustrating how the macro-strategy informed the micro-execution.
• Mastery of Service Design Artifacts:
  Expert-level ability to create and use service blueprints, ecosystem maps, and stakeholder maps to analyze and design solutions for complex operational and experiential challenges.
• Process Engineering and Redesign:
  Deep understanding of how to audit and redesign product design workflows to ensure they are systematically informed by upstream service design insights.
• Live Service Prototyping:
  The ability to lead "live" service pilots to test both digital interfaces and human or operational workflows in…