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 peers and staff.
• Strong analytical and commercial skills are the priority.   
• Advanced knowledge of Microsoft Excel
• Effective oral and written communication skills

PREFERRED QUALIFICATIONS:

• Knowledge of one or more A/B or multivariate testing platforms (Adobe Target, etc.).
• Experience creating data visualizations that communicate results and trends.
• Familiarity with one or more web analytics platforms (Adobe Reports & Analytics, Google Analytics, etc.).
• Proficiency in Figma, JIRA, Adobe Analytics, User Zoom, or similar usability testing platforms.
• Familiarity with one or more web analytics platforms (Adobe Reports & Analytics, Google Analytics, etc.)

WORK ENVRIORNMENT:

• Requires ability to work in a normal office environment. Hybrid Weekly 1 day/Week
• Requires ability to multitask and work under tight deadlines.
• Requires ability to work in a team, as well as independently. 
• Travel 20%

COMMUNICATIONS AND INTERPERSONAL SKILLS:

• Must have excellent oral and written communication skills.

The salary/hourly range is $78,600-$101,844, Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:163762
Posting Location(s):District of Columbia; Maryland; Virginia

Work Arrangement:04-Hybrid Weekly Click here for more information about work arrangements at Amtrak. 
Job Family/Function:Marketing 
Relocation Offered:No 
Travel Requirements:Up to 25% 

You power our progress through your performance.
 

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions. 

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen. 

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.  

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.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. 

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.