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Information Architect, Midlevel - #4067

Job Title:

Information Architect, Midlevel - #4067


Boston, MA




3 -6 months

Job Description:

About the team: The Digitization of Service team (DoS) takes an evidence-driven approach to designing best-in-class digital customer service experiences. We are well known for their impeccable customer service in person and over the phone, but customers expect the same level of digital service.

The DoS team dives into complex customer service issues by talking to customers, listening to phone calls, and studying site metrics and behaviors. The team takes this data, hypothesizes ways to address the issues in the digital space, and then gets to work to test out their hypotheses. The team works in a fast-paced, cross-functional, and collaborative environment. We don’t focus on roles and titles but on the skills designers can bring to the team.

Key skills are empathy, rapid prototyping and sketching, ability to turn data into insights, and eagerness to work hand in hand with our product and development partners.

About the position: You will develop the information architecture and interaction design for your projects. You will create prototypes and collaborate closely on the content strategy end-to-end customer experience. You will be expected to challenge and be challenged, to create, and to innovate. We pride ourselves on transparency, simplicity, and trust. We create experiences that showcase this, and look for candidates who embody these traits.

The ideal candidate will be passionately customer-centric and have a portfolio that demonstrates versatility and excellence in bringing experiences to life. About you: You have a proven track record of taking ownership and driving initiatives from concept through execution. You are obsessed with the customer experience. You are smart, agile, and full of initiative. You regularly push your comfort zone to stretch and improve yourself and the team. You love to dive into unknown territory and invent simple, elegant solutions to complex challenges.. You are highly collaborative, with a proven track record for partnering closely with other teams to influence positive outcomes and propose well-informed design directions.

Job Requirements:

Basic qualifications:

A portfolio of your work demonstrating finished projects with a high degree of sophistication that clearly showcases your contributions and impact Bachelor’s degree in a relevant field such as HCI, Journalism, Psychology, etc.

Professional experience driving compelling digital end-to-end experiences

Excellent at creating and maintaining cross-functional working relationships; proven ability to work cross-team and synthesize feedback and input from others

Self-motivated and able to manage multiple parallel-path projects

Highly organized, disciplined, and methodical in your work processes

Exceptional communication, collaboration, and presentation skills

Preferred qualifications:

Specialized training in the field of UX Demonstrated business acumen, including experience measuring and calibrating the impact of your work against key business and customer experience goals

Self-motivated team player, with refined and assertive leadership skills

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