Position Summary
We’re re‑imagining digital self‑service for vehicle finance—moving from static account pages to AI‑powered, conversation‑first journeys. As our Principal UI/UX Designer, you will lead end‑to‑end experience design, blending deep domain knowledge in auto finance with cutting‑edge conversational UX. Your mission: craft intuitive, trust‑building interfaces that let customers manage payments, payoff quotes, lease options, and refinancing through chat, voice, and predictive UI cues.
Key Responsibilities
Pillar What You’ll Do Conversational‑First Design• Architect dialog flows and multimodal UI that feel natural on chatbots, voice assistants, and in‑app widgets.
• Establish personality guidelines, fallback/error patterns, and escalation triggers.
AI‑Infused Interaction & Personalisation• Partner with data scientists to embed generative‑AI components—intent detection, next‑best‑action, dynamic content—in the UI layer.
• Prototype adaptive layouts that evolve with customer behavior and context (mileage, payoff date, credit profile).
Domain‑Driven UX• Translate complex vehicle‑finance tasks (payoff, lease‑end, lien release, refinancing) into clear self‑service flows.
• Ensure regulatory and compliance constraints are reflected in micro‑copy and interaction safeguards.
Design Ops & System Governance• Own a conversational design system that aligns with enterprise brand standards and WCAG 2.1 AA accessibility.
• Build reusable components (chat bubbles, quick replies, progressive disclosure cards) to accelerate feature teams.
User Research & Continuous Improvement• Conduct JTBD studies, usability tests, and heuristic reviews focused on conversational CX.
• Instrument every node with analytics; run A/B and multivariate tests to refine tone, pacing, and CTA placement.
Mentorship & Cross‑Functional Leadership• Guide product managers, engineers, and content strategists on conversational best practices.
• Evangelise AI ethics, privacy, and bias‑mitigation in customer‑facing interactions.
Required Qualifications
- 10 + years designing digital self‑service experiences
- Proficient with Figma, Adobe XD, or Sketch
- Strong command of information architecture, design systems, WCAG‑AA accessibility, and responsive design.
- Stellar communication skills—able to persuade execs with data and coach engineers with clear specifications.
Preferred / Nice to Have
- Familiarity with Generative AI platforms (OpenAI, Anthropic, AWS Bedrock) and prompt engineering.
Skills Required
- 10+ years designing digital self-service experiences
- Proficient with Figma, Adobe XD, or Sketch
- Strong command of information architecture, design systems, WCAG‑AA accessibility, and responsive design
- Stellar communication skills; able to persuade executives with data and coach engineers with clear specifications
- Familiarity with Generative AI platforms (OpenAI, Anthropic, AWS Bedrock) and prompt engineering
