Associate Vice President, Customer Experience & UX Design

CompanyCox Communications, Inc.Job Family GroupEngineering / Product DevelopmentJob ProfileAVP, UX DesignManagement LevelAssistant Vice Presidents (AVP)Flexible Work Option Hybrid - Ability to work remotely part of the weekTravel %Yes, 15% of the timeWork ShiftDayCompensationCompensation 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.Job DescriptionCox 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 functionEnvision the design elements of a transformational end-to-end customer experienceOptimize design of the current experiencePush the creative envelope, continually raising the bar on the quality of our design workMotivate and inspire the Design team to translate that vision into best-in-class design intentActively collaborate with external design partners and agencies to accomplish great work that is a greater product than the sum of its partsWork closely with creative peers in MarketingPartner with the CX peers in Insights and Strategy to prioritize actions that will have greatest impact and to translate new insights into customer winning designPartner with the CX Operations team and broader business to ensure that design execution stays true to the design intent developed by your teamServe as strategic, creative advisor to the Cox executive teamFoster continuous improvement and innovation in the Design functionGuide the career development of the Design teamElevate our reputation among customers, prospects, media and the experience design communityQUALIFICATIONS AND EXPERIENCE:CCI employees will receive priority screening on this roleMinimumBA/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 toolsProficiency in creating customer journey maps and service blueprints leveraging human-centered design methodologiesProficiency 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 disciplineExperience in design consulting; cable, telecoms, or technology; subscription business model; and in enterprises with annual revenues over $10bn desiredCertifications 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 plusHas 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 projectsBenefitsThe 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 UsCox Communications is all about creating moments of real human connection; and for employees, that's true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we're creating a world that is smarter and more connected. 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.