Senior CX Design Lead - User Experience

Location: Indianapolis, OH
Date Posted: 09-26-2016
JOB TITLE:                   Senior CX Design Lead -  User Experience    
LOCATION:                  Atlanta, GA
Industry:                     Airline
Benefits:                     OUTSTANDING
 
SUMMARY
As part of our client’s (major Airline) Information Technology Enterprise Services, they are offering you the chance to define and craft the long-term vision for the future of our client’s Air Lines’ customer experience. You will work collaboratively with their leadership, internal and external partners, and be ultimately responsible for the oversight and execution of a best-in-class customer experience through lean innovation methodologies.
 
·         NOTE: This is a VERY SENIOR role (One & Only) and not your typical UI / UX User experience developer. There are 3 categories involved with the interview process; 1) Human Center Design 2) Product Development 3) Technology. During the interview process you must be able to articulate your passion for software development outside of work and thrive on discovering new sectors and technologies.
 
 
ESSENTIAL ROLE AND RESPONSIBILITIES
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·         KEY EXPERIENCE REQUIRED – This position is the SOLE SOURCE, ONE & ONLY providing this experience and skill set.
·         KEY EXPERIENCE REQUIRED - develop and guide the user experience and visual design for the passenger travel journey (at home, in-flight, in-airport, etc) and service recovery customer experiences
·         MUST HAVE excellent collaborative skills as you will be required to converse with your internal client’s that require client facing responsibilities
·         You will use our technical and functional know how to ensure their various customer experience projects are successful
·         Continually build relationships with stakeholders and use customer feedback to propose innovative solutions to continually improve services and put the “Customer First”
·         You will then deliver and implement these solutions, based on Microsoft Dynamics CRM, possibly in combination with SharePoint, Azure and other mobile applications
·         You will create wireframes and flows for various customer experience concepts
·         You will create prototype experiences and services, using innovative tools
·         Deliver against the long-term vision for the airline customer experience and the broader strategy for innovation
·         Benchmark airline, travel, and non-travel endemic CX best practices
 
ESSENTIAL SKILLS AND EXPERIENCE
·         Airline industry and in-flight entertainment experience a plus
·         Must have experience with “Human Center Design”
·         Must have Product “Development & Design experience”
·         Must have client facing experience
·         Proven experience leading multi-disciplinary design, on both medium and large scale projects involving multiple partners
·         Deep knowledge of wire-framing and experience with design tools such as Invision, Sketch and other UX prototyping tools
·         Experience building internal tools and integrating with third-party systems
·         Passionate about developing high quality, robust applications that make customers say “WOW”
·         Demonstrated digital expertise, including understanding of and experience with front-end technologies, agile development methodology and user-centered design principles
·         This person should be highly adaptable, a driver of change, and capable of quickly rallying teams conduct qualitative and quantitative program analysis, track and support operational program and metrics; resolve complex technical and financial problems with limited oversight
·         Be a customer yourself, put yourself in a customer’s situation in order to draw up technical requirements and specifications
·         Experience with other Microsoft products – SharePoint, Azure PaaS, FieldOne, Unified Service Desk
·         Must understand what “Customer First” means
·         Good communication skills and creative thinking, we want you be have excellent storytelling capabilities, providing appropriate business, design, customer and cultural context
·         Certification in Microsoft Dynamics CRM
·         Knowledge of UML and/or BPMN modelling techniques
·         Exposure to some of the following technologies
o   .NET / C# / JAVA /
o   SQL
o   Web: HTML5, JavaScript, XML, HTTP/REST / J2EE design patterns
o   Desktop: WPF, XAML
o   Services: WebApi, WCF
o   Mobile technologies: iOS /Android
Essential Education
·         BA/BS degree
 
Best Regards,
Tom Allen
Tech-Connect
t.a@tech-connectllc.com
 
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