Lead Product Designer - CX

About the role

The Digital Product Management team within International Operations' Customer Experience is looking for a Lead Product Designer to shape the future servicing experience. The role sits in a multi-year transformation that modernizes the servicing platform, combining business, technology, data and customer experience teams around product and service design, automation and AI. You will work hands-on from early discovery through detailed experience design and delivery, under the guidance of the Product Lead.

Key responsibilities

• Shape and execute the UX vision for the future servicing experience, turning transformation objectives and user needs into simple, cohesive experiences.
• Lead design from discovery through delivery and iteration, including journey and process design, user flows, wireframes, prototypes and detailed experience design.
• Partner with Product, Operational Excellence, Technology and other teams to reimagine servicing processes.
• Bring the voice of customers and users into decisions through research, prototyping and user testing.
• Facilitate design and problem-solving workshops and present design recommendations with clear rationale and trade-offs.
• Apply and contribute to design systems and experience standards, and use feedback, behavioral data and experience measures to evaluate outcomes.

Required profile

• 7+ years of experience in Product Design, UX Design, UI/Visual Design, UX Research or related roles.
• Proven ability to lead UX initiatives from discovery through delivery and iteration.
• Bachelor's degree in UX Design, Human-Computer Interaction, Psychology, Design or a related field.
• Fluency in English; Spanish and/or Portuguese is a plus.

Required skills

• Journey maps, process flows, user flows, wireframes, mockups and interactive prototypes in Figma, Sketch or Adobe XD.
• Agile or Scrum product development experience.
• UX metrics, A/B testing and performance analysis.
• AI-enabled work: using AI tools such as Microsoft Copilot, evaluating AI outputs for accuracy, compliance and bias, and integrating AI into workflows.

What we offer

• Wellness and integration activities supporting work-life balance.
• Competitive salary and benefits.
• Extended maternity and paternity leave, personal days and community investment hours.
• Country-specific benefits: in Mexico medical plans, profit sharing, life insurance, savings fund and pension plan; in Colombia medical assistance, life insurance, employee fund and funeral services; in Brazil transportation and food assistance, gympass and life insurance; in Chile medical assistance, food assistance, dental plan and extra-legal salary.