Care Experience Designer
We're transforming the grocery industry
Instacart is the North American leader in online grocery and one of the fastest-growing companies in e-commerce. Since 2012, we’ve been working towards creating a world where everyone has access to the food they love and more time to enjoy it together.
Groceries delivered to your door in as little as an hour. It seems simple, right? Well, it’s more complex than that. From re-routing deliveries during snowstorms, to connecting customers with coupons and deals for their favorite brands, to updating over half a billion grocery data lines every night...our efforts bring Instacart closer to being the operating system for the grocery industry.
OVERVIEW
Our Care team in Atlanta provides high quality care to our customer, shopper, and retailer communities. We are looking for a Care Experience Designer who will solve complex interaction issues for multiple customer and business users engaging with Care across support channels.
ABOUT THE JOB
- Own the entire experience design process, including user research, creating scenarios, analyzing and identifying friction points from the user’s perspective, generating ideas to solve both user and business problems, prototyping concepts, assessing usability, and coordinating implementation of solutions with cross-functional engineering and Care teams
- Articulate and advocate for experience design solutions based on human-centered design principles and data insights for agent tools, self-service support channels, data visualization UIs (dashboards, reporting), and other Care user interfaces for customers and business users
- Leverage customer data to identify pain points and opportunities to improve experiences, and to assess effectiveness in terms of Care metrics such as average handle time, user behavior, customer satisfaction, and first contact resolution
- Work collaboratively with Care and Engineering teams to identify and solve customer experience gaps and improvements, and align with Brand and Product voice, tone, and visual design standards
- Develop and foster relationships across partnered teams to optimize delivery of solutions for customers
- Build a deep understanding of the Instacart platform, culture, audiences, and processes
ABOUT YOU
- 5+ years in experience or interaction design for support agent tools, CRM, and customer self-service channels as well as a combination of digital customer experience, human-centered design, digital program management, or digital platforms
- Substantive training in user experience, human-computer interaction, user research, and digital design.
- Knowledge of HTML/CSS/JavaScript, ADA compliance standards, Agile methodologies, and information architecture
- Experience with Adobe Creative Suite, InVision, Figma, or similar design and prototyping tools
- Strong presentation and project management skills
- Ability to juggle multiple priorities and create a sense of urgency in a fast-paced, dynamic environment
- Flexible and self-motivator mindset - ready to move fast and adapt continuously to a rapidly scaling culture, and own the work you do
#LI-Remote
Accommodations & Accessibility
At Instacart, we strive to create an accessible and inclusive experience for all candidates. If you need assistance submitting an application through our career site due to a disability, please submit an Accommodations Request Form and someone from our team will reach out soon to see how we may be able to assist.