Associate Vice President, Customer Experience & UX Design

$228,700 - $381,100/Yr

Cox Communications - Atlanta, GA

Full-time - Senior

Atlanta, GA

10,001+ employees

Broadcasting and Content Providers

About the position

The Associate Vice President of Customer Experience & UX Design at Cox Communications is a senior leadership role responsible for redefining and enhancing the customer experience across various touchpoints. This position involves leading a design team to create a transformational end-to-end customer experience that aligns with the company's brand and business strategy. The AVP will collaborate with various departments to ensure design intent is effectively implemented and will serve as a strategic advisor to the executive team, fostering innovation and continuous improvement within the design function.

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 to accomplish great work.
• Work closely with creative peers in Marketing.
• Partner with the CX peers in Insights and Strategy to prioritize actions that will have the greatest impact.
• Partner with the CX Operations team to ensure design execution stays true to the design intent.
• Serve as a 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, prospects, media, and the experience design community.

Requirements

• Minimum 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 with at least 7 years' experience in a leadership role; OR 18 years of equivalent experience in lieu of degree.
• Requires advanced knowledge of Figma (and FigJam), the Microsoft 365 Suite including PowerPoint; a working knowledge of Adobe InDesign, Illustrator and Photoshop, and leading AI tools.
• Proficiency in creating customer journey maps and service blueprints leveraging human-centered design methodologies.
• Proficiency 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 (i.e., UX/UI design, human factors design, communications, brand strategy, etc.); OR Ph.D. +9 year of experience in related discipline.
• Experience in design consulting; cable, telecoms, or technology; subscription business model; and in enterprises with annual revenues over $10bn desired.
• Certifications in UX/UI design from the Nielsen Norman Group, Google, or equivalent institutions is a plus.
• Experience in advanced motion design via Adobe After Effects or similar is a plus.
• Has demonstrated understanding of AI strategy and its opportunities for aiding design work and/or optimizing internal processes.

Benefits

• Paid jury duty
• Paid holidays
• Health insurance
• Dental insurance
• 401(k)
• Military leave
• Paid time off
• Parental leave
• Vision insurance
• Volunteer time off
• Bereavement leave