Associate Vice President, Customer Experience & UX Design

$228,700 - $381,100/Yr

Cox Enterprises, LLC - Sandy Springs, GA

Full-time - Senior

Sandy Springs, GA

Personal and Laundry Services

About the position

The AVP, UX Design at Cox Communications will lead the design function within the Residential Customer Experience (CX) team, focusing on creating a transformational end-to-end customer experience. This role involves managing a diverse design team, collaborating with various departments, and ensuring that design intent is effectively implemented across customer touchpoints. The AVP will also play a key role in influencing the adoption of design strategies that align with the company's brand and business objectives.

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, 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; understanding of motion and 3D modeling tools.
• Proficiency in creating customer journey maps and service blueprints leveraging 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 a related discipline.
• Experience in design consulting; cable, telecoms, 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.

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 their own wellness or that of family members.
• 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).