Principal Product/ UX Designer, Customer Care – US Remote AMER Full Time

Who we are:

Vista is in the midst of an ambitious transformation to become the expert design and marketing partner for small businesses. Vista’s UX + Design team creates customer experiences that deliver on this promise. We imagine the future, make the possibilities real, instill confidence and pride, and inspire small businesses to bring their unique visions to life.

The Care team at Vista is a multidisciplinary collective of experts who are all focused on providing the best possible help to our customers. We go beyond classic customer service, to offering professional design support at every step in a customer’s journey. Design help and expertise is one of Vista’s services that sets us apart from the competition. The Care team is integral in continuing to grow and expand that differentiation through smart, dynamic, and innovative help services that utilize voice, chat, AI, and other cutting edge technologies.

What we value:

• Cross-functional collaboration
• Delivering unparalleled value and benefit to our customers while delivering on business goals
• Thinking about to entire customer journey—across every touch point
• Being curious and thinking broadly about the possibilities before narrowing on a solution
• Being data-inspired and running smart experiments
• Being creatively bold

What you’ll do:

Vista is looking for a Principal Designer to join the UX + Design Team with a focus on Customer Care. The position is remote, and candidates are welcome to take advantage of our many collaboration spaces across the globe. In this role you will:

• Hire, mentor and manage a talented, diverse, inclusive team of designers that consistently delivers the highest quality of design.
• Lead and oversee the user experience of the Care portfolio of products—both customer facing and specialist facing—from research, to strategy development, concepting, product definition, and design.
• Challenge the team to think beyond the expected, breaking away from existing design solutions and creating unique and innovative experiences that solve problems.
• Partner closely with product managers, engineers, content designers, user experience researchers, data scientists, and product growth analysts to deliver successful design solutions across markets, platforms and product surfaces.
• Drive collaboration and vision across the company to build alignment on priorities leading to product design and execution.
• Partner with data, consumer insights, and UX research partners for foundational guidance on product direction, and new concept validation.
• Evolve foundational frameworks and design patterns to ensure cohesion and standards across the Vista ecosystem.
• Foster a strong, user-centered design practice with the mission of  evangelizing UX + design, building a thriving design culture, and sharing your design expertise.
• Attract, inspire and develop talent across the larger Vista UX + design community.

Your qualifications:

At Vista, we value the experiences that individual team members add to our culture. Please don’t hesitate to apply even if you don’t meet the exact qualifications, we look forward to learning more about you!

• 10+ years working within a digital, design environment (agency and/or in-house) for a tech/retail/consumer brand
• 5+ years of experience working collaboratively with product, engineering, design, content and user research teams
• 3+ years managing teams and/or growing talent
• Demonstrated expertise in user-centered design, research, product and experience strategy, including leadership over the entire design process, as demonstrated by a portfolio of case studies.
• Experience making product and design decisions informed by data and analytics, market insights, and UX research findings.
• Track record of producing design solutions that delivers measurable outcomes for the customer and the business.
• Ability to lead product direction and strategic thinking, from north star design concepts and visions, to net new product invention, to day to day design iteration and product improvements.
• Ability to build strong cross functional relationships with design, creative, technical and business partners; experience managing executive stakeholders
• Presentation skills and the ability to articulate sophisticated concepts to cross functional audiences in person, remotely, real time, and/or asynchronously.
• Passionate about design trends, tools, processes, and methodologies, and driven to build Vista’s design culture even further

Nice to have:

• Relevant degree in field of Design or HCI
• Experience working with globally distributed teams, and/or in highly matrixed organizations
• Ability to plan, moderate, and execute a variety of goal-oriented workshops across stakeholders, leading to exciting new ideas, new-found consensus, and critical alignment.
• Experience with service design, or designing, aligning, and optimizing an orgnizations operations to better support the experiences of both the user and employee—or in this case the customer and agent.
• Experience identifying and prioritizing features, as well as participating in complex roadmap planning.
• Experience designing for or within existing or vended product solutions in order to execute on a product strategy or vision.

Why you’ll love working here: 

Being at Vista means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.

Vista has received numerous recognitions including a perfect score of 100 on the Human Rights Campaign Foundation’s 2021 Corporate Equality Index (CEI) naming us a Best Places to Work for LGBTQ Equality. We also earned a place as one of the best remote-first workplaces in the U.S. and on the Boston Best Places to Work list from Built In. In addition, Vistaprint’s CEO, Robert Keane, was recently honored with Comparably’s Best CEOs award, listing him among the top CEOs according to employees.

Remote-first culture: 

In 2021, Vista adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Vista also provides collaboration spaces for team members to work physically together when it’s safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members in over 20 US States as well as several countries in Europe: Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About us: 

As an e-commerce powerhouse, Vista creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world.  For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products and solutions that include signage, logo apparel, promotional products, face masks, flyers, postcards, business cards, websites and digital marketing. With Vista, small businesses are able to create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. In 2020, Vista acquired 99designs to expand its design offering via a worldwide community of more than 150,000 talented designers to make it easy for designers and clients to work together to create designs they love.  Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Equal opportunity employer: 

Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

Tagged as: creative, customer service, engineer, engineering, graphic design, research, technology, user experience