Associate Vice President, Customer Experience & UX Design

Cox is taking a new direction that will reimagine our brand experience - from how we communicate and how it feels to do business with us to the role we play in people's lives. The success of our strategy depends on creative leadership to design the next generation of experiences while ensuring that what we deliver today is operating to its greatest potential.
The Design AVP will play an instrumental role in defining, designing and launching this reimagined experience. We're looking for a seasoned creative director who can lead diverse design disciplines and help influence the adoption of their vision across customer touchpoints, all within the context of a complex enterprise.
The AVP will be responsible for the design of a transformational end-to-end customer experience that brings the Brand and Business Strategy to life to deliver measurable value to the customer. This includes managing a design team spanning journey; user experience; communication; and service/process design. Working closely with your peers across Consumer Insights, CX Strategy, and CX Operations, you'll prioritize where to invest and ensure that design intent is carried through to successful implementation. You will have a track record of consultative engagement to engage and win support with senior leaders across all aspects of the Cox residential business.
PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS :

• 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 that is a greater product than the sum of its parts
• Work closely with creative peers in Marketing
• Partner with the CX peers in Insights and Strategy to prioritize actions that will have greatest impact and to translate new insights into customer winning design
• Partner with the CX Operations team and broader business to ensure that design execution stays true to the design intent developed by your team
• 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, prospects, media and the experience design community

QUALIFICATIONS AND EXPERIENCE:
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; and an understanding of motion and 3D modeling 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.

Preferred

• 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, and has demonstrated capability in integrating into existing processes or projects

USD 228,700.00 - 381,100.00
Compensation:
Compensation includes a base salary of $228,700.00 - $381,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page .
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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