Sr Product Designer

Senior Product Designer

Location:

Nashville, TN or REMOTE

As a Sr Product Designer, you will be responsible for crafting complex and engaging experiences that delight our millions of global users. You will develop interaction designs for web, chat, multi‑modal digital experiences, and in‑person services for any channel or platform, and you are a leader in the creation of business and consumer products. You love to take on complex problems that require integration of a wide array of toolsets and work closely with others who share that passion, and your solutions merge with a larger structure to create a cohesive design ecosystem.

• Collaborate with multiple teams (including product managers, designers, and engineering leads) to conduct research, user testing, and to create elegant solutions to complex problems.
• Design and document highly complex information architecture and user interfaces using best‑in‑class tools.
• Be the strongest advocate for our customers by contributing to the product design strategy all the way to the nuances of the user interface.
• Take initiative in identifying problems and opportunities to improve the product offering. In partnership with our research team, identify and prioritize jobs to be done based on customer needs.
• Lead design from early problem space exploration through production launch and data analysis.
• Level up the team's overall strength in design skills/disciplines by demonstrating them on a day‑to‑day basis, identifying best practices, and helping others acquire those same skills.

• Have a low ego. Are self‑aware. Have a high EQ. You listen, reflect, respond, and not just react.
• You can give and receive constructive feedback. You gather feedback judiciously but know when to adjust your designs and when to follow your initial vision.
• You understand the end‑to‑end product design process, including how to develop and use information architecture, journey mapping, prototyping, user stories, user testing, visual design and wire framing.
• You manage your time and deadlines, as well as being comfortable designing in an iterative way to learn and adapt.
• You have a constant commitment to stay up to date with the latest industry news and developments. You are particularly adept at adapting to new tools and are interested in always finding a more efficient way.
• 5+ years designing for multiple platforms experience, with 3+ years as a senior designer or equivalent practical experience.
• Portfolio of sample projects highlighting design for web‑based applications, mobile applications, service design and consumer‑facing websites and/or applications.
• Lead the Content Design Community of Practice, collaborating with content writers across multiple teams and domains to develop writing standards and conventions and voice and tone guidelines.
• Established Content and Innovation Awareness, a workflow process that helps improve consistency and aligns multiple teams and stakeholders across our global customer claim platform.
• Facilitate monthly learning sessions and workshops centered on content writing and design upskilling, and other valuable topics for the Product Design organization.

Empathy / EQ: Displays a high degree of empathy for others. Keep a high EQ with a low ego.

Communication: Ability to communicate ideas clearly through the power of storytelling that can evoke action while encouraging collaboration.

Design Strategy: Help define, facilitate, and drive a vision for our products that result in thoughtful customer experiences while considering the business strategy. This vision will be brought to life by leveraging frameworks for problem definition, defining opportunities for desired outcome, collaboration, facilitation, prioritization, and stakeholder alignment within a human‑centered design process.

Content Strategy:
Leverage the written word to communicate clearly to customers and drive experience outcomes with empathy. Proficiency in voice/tone, consistent with our voice and experience principles.

Service Design: Understand and map the system that delivers the current and desired customer experience in all channels (this…