Sr CX Digital Design - 90233465 - Washington

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

 

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

 

SUMMARY OF DUTIES:

 

The Senior CX Digital Design will report to the Director of CX at Amtrak to provide product support as part of the implementation of digital initiatives across multiple touch points and diverse organizations. This role will be responsible for researching and analyzing consumer behavior across channels to validate and influence the broader customer experience strategy for the Commercial team. 

 

ESSENTIAL FUNCTIONS:

 

The Senior CX Analyst will work to align the existing and new digital product and services, associated with, and in support of, the enterprise customer experience vision and initiatives. This role will be involved with multiple aspects of UX/UI intake and wireframing, customer testing, and dashboard/report monitoring to provide insights for continuous optimization of design and development. 
 

• Conduct competitive analysis and research.
• Participate in product discovery sessions to understand opportunity space and feature alignment. 
• Analyze current UX/UI and interaction data to identify gaps.
• Set up and facilitate usability tests for what’s live in production and in support of new designs.
• Partner with Market Research team to conduct appropriate stakeholder/customer interviews, field research, and surveys as needed.
• Support prototype development.
• Assist in developing success metrics.

MINIMUM QUALIFICATIONS:

 

• Bachelor’s degree in a related field. Strong coursework in quantitative disciplines, including User Experience, Digital Design, User Testing, Web Design, Mobile Design, Computer Science.

 

3 years of relevant experience in:

• • Figma, Jira, Adobe Suite (experience manager, analytics, target), UserZoom or similar usability testing platform 
  • Design systems
  • Journey mapping supported by human centered design principles
  • Wireframe and protype design

 

• Strong Interpersonal Skills
• Ability to develop and lead medium to large scale analytics projects in collaboration with p