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UI Designer - Customer Service Desktop

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Our healthcare client has an immediate need for a contract UX Designer with Customer Service Desktop experience. This position can be located in either San Francisco or El Dorado Hills. Must be able to travel to either location at least once or twice a week. Client requires drug and background screening.

Reporting to the Sr. Product Manager, Service Desktop, the user experience designer will be responsible for designing rich and intuitive user experience that drive user adoption and efficiency for our customer service end-users. This role requires solid knowledge of user interface design for unified service desktops and customer 360 applications. The user experience designer will also be responsible for creating visuals and prototypes to support iterative functional designs, for the development and maintenance of stencil libraries, and for participating in user research and usability testing, pre and post deployment.
The person in this role must work well in highly matrixed teams and cross-functionally across Product Management, Program Management, Customer Service Operations, Business Process Management, Enterprise Architecture, IT Development, and other organizations. Additionally, the user experience designer must have strong communications and leadership skills to serve as an advocate and to influence adoption of usability best practices, to manage dependencies, and to drive fidelity to UI design guidelines throughout the implementation process.
The ideal candidate should be able to demonstrate a solid understanding of interaction and visual design, and usability best practices. He or she also has hands-on experience with design patterns used in leading omni-channel customer service web applications and platforms.
The Senior User Experience Designer will provide support to lower-level designers through feedback and coaching on interaction design methods and best practices.

Key Responsibilities:

• Develop and maintain UI guidelines and specifications for the Service Desktop platform UI leveraging competitive research, industry best practices, user research, and analytics data.
• Understand and analyze functional requirements, and translate them into highly usable and compelling UI visuals and interaction designs.
• Lead collaborative ideation and white boarding sessions to explore design ideas and concepts with stakeholders and end-users.
• Use various techniques such wire framing, storyboarding, and prototyping to demonstrate and document the desired UI screens look & feel, content, navigation, and interaction models.
• Apply user-centered design, usability heuristics, and rapid prototyping techniques to validate design alternatives, pre and post deployment.
• Provide UI design directions to facilitate resolution of design tradeoffs and implementation issues.
• Develop and maintain library of prototyping stencils.
• Contribute to other aspects of design, such as creating personas, writing scenarios/stories, documenting design decisions, helping design usability tests and materials.
• Participate in user research to help test ideas with internal and external end-users.
• Remain aware of advances in the field and apply them appropriately.
• Work closely with the Product Managers and Business Analysts to ensure that design deliverables stay aligned with overall product direction.
• Take a holistic and consistent approach to interaction design across all customer service areas, taking advantage of opportunities to apply similar workflows and components in multiple places.
• Post deployment define the user experience of new features and enhancement requests.
Experience

• Proficiency in usability principles and practices of interaction and visual design.
• Knowledge of web technologies, UI components, design patterns and best practices for enterprise Customer Service/Call Center platforms, business intelligence, and data visualization applications.
• Experience generating static and dynamic UI screen prototypes.
• Experience as an active participant in field studies, usability tests, focus groups, expert reviews, customer surveys, and other user centered design methodologies.
• Familiarity with platform UI layout customization approaches and their advantages/disadvantages.
• Experience with at least two full implementations of large-scale business applications or platforms.
• Experience in a healthcare industry preferred but not required.
• Experience with omni-channel interfaces, including chat, social media, and web portals.

Skills :

• Strong conceptual and analytical skills and demonstrated ability to design and prototype elegant UI solutions to user problems.
• Proficiency with wireframing and prototyping products such as Photoshop, Illustrator, Balsalmiq, and Visio.
• A portfolio demonstrating a variety of high and low fidelity design deliverables such as conceptual models, storyboards, scenarios, flowcharts, or prototypes is highly desired.
• Knowledge of HTML, Javascript, and CSS preferred.
• Must have Agile and Waterfall methodologies experience.
• Meticulous attention to detail, organization and project management skills.
• Must have an awareness of industry regulations.
• Savvy in latest web technologies and UI trends.
• Strong team player with excellent interpersonal skills.

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