Lead CX Digital Design - 90297859 - Washington

Date: Jan 4, 2022

Location: Washington, DC, US, 20002

Company: Amtrak

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. 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 the result of our employees.

Are you ready to join our team?

The CX Digital Designer will report to the Director of CX at Amtrak to provide project and program support as part of the implementation of digital initiatives across multiple touch points and diverse organizations. This Digital Designer will support the delivery of the seamless customer experience strategy surrounding the digital eCommerce and Business Line Roadmaps.

The CX Digital Designer, will work to develop, maintain, and align, the existing and new eCommerce related product and services, associated with, and in support of, the Sales and Marketing customer experience vision and initiatives. This role will be involved with multiple aspects of eCommerce UX intake, digital product evaluation, design strategy, customer testing, employee testing, resource planning, and style guide governance and software release planning as it pertains to proposed digital products and services. 


Strategy, and Analysis surrounding Product, Service, and Process Design
•    Support the implementation of the eCommerce Customer Experience strategy and roadmap in order to keep support, frontline staff, vendors, executives, stakeholders, and project team leads engaged and responsive as active participants in the development of customer-centric eCommerce products and services. 
•    Support and maintain CX strategy and framework documentation surrounding User Experience Design, Persona Development, Customer Journey Mapping, and Customer Flows/Employee Flow validation.
•    Support the development of omni-channel experience design flows, artifacts, and documentation.
•    Serve as an advocate for Human Centered Design and User Experience across all eCommerce channels.
•    Support the active development of a Customer Experience design framework
•    Serve as a liaison between project leads and design vendors throughout the project lifecycle
•    Support Analysis and development of customer centric data and dashboards
•    Support the development and education surrounding a lexicon of terms and associated the efforts to build common understanding across eCommerce touchpoints.
•    Support, monitor, and report on customer experience metrics and their correlation to CSI and IT metrics.
•    Interface with, and coordinate, external vendors, customers, partners, employees, and suppliers.
Strategy and Analysis
o    In collaboration with compliance teams, investigate and identify necessary changes to digital designs, business rules and procedures, ensuring positive impacts to the Amtrak customer
o    Support customer/employee usability testing and test case scenario development and integration of test findings/pain points into designs.
o    Support system user acceptance testing as needed and create a feedback loop to improve design processes.

Organizational Change Management
o    Ability to support and administer the change management process as the design roadmap evolves and changes.  
o    Maintain communications across CX teams as to shifts in priorities, sprint plans, backlog, and releases. 
o    Support/coordinate prototypes and screencasts as an integral part of change management, communications and training on new products and services.

Relevant experience in the following areas: 
o    Digital Design Strategy
o    Organizational Change Management, Media Communications Design
o    Hospitality or Travel Industry Analysis
o    User Experience Analysis – incorporating qualitative and quantitative data
o    Expertise in reservations, sales, and Travel/Hospitality procedures and processes
o    Visual/Graphic Design Tools – Adobe Creative Suite, Sketch, InVision
o    Prototyping
o    Designing for Accessibility and ADA communities
o    Customer/UX Testing – UserZoom (Crowd Sourced Insights)


•    Resource and Vendor Management
•    Design Thinking, Human Centered Design, UX Design
•    Project Management, PMP Certification
•    Design Tools: Creative Cloud, Sketch, InVision, Axure Certifications or Equivalent experience, 
•    UX Tools: Smaply, UserZoom, Prototypiing
•    Design Methodology: Design Thinking
•    Knowledge of requirements tracking tools such as Jira, Rally, or HP QC/Agile 
•    Proven experience in user testing and analysis
•    Experience in analyzing data to draw business-relevant conclusions and in data visualization techniques and tools


•    Experience in writing HTML/CSS (strongly preferred)
•    Process engineering and re-engineering 
•    Strong problem-solving and research skills, including the ability to develop creative solutions as well as the ability to identify and communicate and risks and issues.
•    Proficiency with Microsoft Word, Excel, PowerPoint, Access
•    Proficiency in InVision, Prototyping, and UX Testing
•    Experience writing Requirements Specification Documents
•    Ability to maintain high levels of quality in an Omni-Channel environment
•    Experience supporting process and technology deployments across global teams
•    Knowledge/experience with SDLC, and Agile methodology, digital design, wireframing and annotation, style guide development, and design governance


Must have excellent oral and written communication skills.

Requisition ID:66981
Posting Location(s):District of Columbia; Delaware; Maryland; Virginia
Job Family/Function:Marketing 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

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