Associate Vice President, Customer Experience & UX Design

$228,700 - $381,100/Yr

Cox Enterprises, LLC - Atlanta, GA

Full-time - Senior

Atlanta, GA

Personal and Laundry Services

About the position

The Associate Vice President of Customer Experience & UX Design at Cox Communications will lead the design function within the Residential Customer Experience (CX) team. This role is pivotal in defining, designing, and launching a transformational end-to-end customer experience that aligns with the company's brand and business strategy. The AVP will manage a diverse design team and collaborate with various departments to ensure design intent is effectively implemented across customer touchpoints. The position requires a seasoned creative director with a strong background in UX/UI design and leadership experience.

Responsibilities

• Lead the Design function within the Residential CX function
• Envision the design elements of a transformational end-to-end customer experience
• Optimize design of the current experience
• Push the creative envelope, continually raising the bar on the quality of our design work
• Motivate and inspire the Design team to translate that vision into best-in-class design intent
• Actively collaborate with external design partners and agencies
• Work closely with creative peers in Marketing
• Partner with CX peers in Insights and Strategy to prioritize impactful actions
• Partner with CX Operations team to ensure design execution aligns with design intent
• Serve as strategic, creative advisor to the Cox executive team
• Foster continuous improvement and innovation in the Design function
• Guide the career development of the Design team
• Elevate our reputation among customers and the experience design community

Requirements

• BA/BS degree in a related discipline (i.e., UX/UI design, human factors design, communications, brand strategy, etc.) with 14+ years of relevant experience, including at least 7 years in a leadership role; OR 18 years of equivalent experience in lieu of degree
• Advanced knowledge of Figma (and FigJam), Microsoft 365 Suite including PowerPoint; working knowledge of Adobe InDesign, Illustrator, Photoshop, and leading AI tools
• Proficiency in creating customer journey maps and service blueprints using human-centered design methodologies
• Proficiency in monitoring and optimizing design outcomes using data analysis and user feedback
• Excellent management and coaching skills to build the design team; collaboration skills to work with peers across the organization; and presentation and persuasion skills to gain buy-in from senior leadership

Nice-to-haves

• MS degree +12 years of experience in a related discipline; OR Ph.D. +9 years of experience in related discipline
• Experience in design consulting; cable, telecom, or technology; subscription business model; and in enterprises with annual revenues over $10bn
• Certifications in UX/UI design from the Nielsen Norman Group, Google, or equivalent institutions
• Experience in advanced motion design via Adobe After Effects or similar
• Demonstrated understanding of AI strategy and its opportunities for aiding design work and/or optimizing internal processes

Benefits

• Flexible vacation policy allowing employees to take as much vacation with pay as they deem consistent with their duties
• Seven paid holidays throughout the calendar year
• Up to 160 hours of paid wellness annually for personal or family wellness
• Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave
• Health care insurance (medical, dental, vision)
• Retirement planning (401(k))
• Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)