Position Summary
We’re re‑imagining digital self‑service for vehicle finance—moving from static account pages to AI‑powered, conversation‑first journeys. As our Principal UI/UX Designer, you will lead end‑to‑end experience design, blending deep domain knowledge in auto finance with cutting‑edge conversational UX. Your mission: craft intuitive, trust‑building interfaces that let customers manage payments, payoff quotes, lease options, and refinancing through chat, voice, and predictive UI cues.
Key Responsibilities
Conversational‑First Design
- Architect dialog flows and multimodal UI that feel natural on chatbots, voice assistants, and in‑app widgets.
- Establish personality guidelines, fallback/error patterns, and escalation triggers.
AI‑Infused Interaction & Personalisation
- Partner with data scientists to embed generative‑AI components—intent detection, next‑best‑action, dynamic content—in the UI layer.
- Prototype adaptive layouts that evolve with customer behavior and context (mileage, payoff date, credit profile).
Domain‑Driven UX
- Translate complex vehicle‑finance tasks (payoff, lease‑end, lien release, refinancing) into clear self‑service flows.
- Ensure regulatory and compliance constraints are reflected in micro‑copy and interaction safeguards.
Design Ops & System Governance
- Own a conversational design system that aligns with enterprise brand standards and WCAG 2.1 AA accessibility.
- Build reusable components (chat bubbles, quick replies, progressive disclosure cards) to accelerate feature teams.
User Research & Continuous Improvement
- Conduct JTBD studies, usability tests, and heuristic reviews focused on conversational CX.
- Instrument every node with analytics; run A/B and multivariate tests to refine tone, pacing, and CTA placement.
Mentorship & Cross‑Functional Leadership
- Guide product managers, engineers, and content strategists on conversational best practices.
- Evangelise AI ethics, privacy, and bias‑mitigation in customer‑facing interactions.
Required Qualifications
- 10 + years designing digital self‑service experiences
- Proficient with Figma, Adobe XD, or Sketch
- Strong command of information architecture, design systems, WCAG‑AA accessibility, and responsive design .
Stellar communication skills—able to persuade execs with data and coach engineers with clear specifications.
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Preferred / Nice to Have
- Familiarity with Generative AI platforms (OpenAI, Anthropic, AWS Bedrock) and prompt engineering.
