Customer Experience Designer

Tendril Seattle , WA 98113

Posted 2 months ago

The Position

Do you dream about creating a more sustainable future? At Uplight, we are motivating energy users and providers to accelerate the clean energy ecosystem. Working with over 90 of the world's leading electric and gas utilities, Uplight provides an end-to-end customer energy experience. Uplight delivers personalized experiences that customers have now come to expect-improving satisfaction, increasing revenue, reducing the cost to serve, and contributing to carbon reduction goals. We are B Corp certified, enabling us to put our values into action by not only making decisions for the benefit of our shareholders, but also for our customers, environment, employees, and community.

We are seeking a customer experience (CX) design professional with expertise in journey mapping, with the ability to coordinate with technical teams on digital customer experience design. Professional must be fluent in Spanish, as this project will serve a major multinational power company with utilities in both the U.S. and Central America.

The position is a full-time 6-month contract with the potential to extend through the end of the year.

What you get to do:

  • Conduct interviews with client's subject matter experts in English and in Spanish, and perform market research.

  • Analyze customer behavior across customer segments and personas, and define the paths they take to achieve a specific objective.

  • Architect future-state journeys that appropriately consider existing processes and regulatory constraints in the pursuit of best-in-class digital customer experiences.

  • Work in journey mapping tools to build customer journeys that will help both internal stakeholders and the client understand the customer perspective.

  • Collaborate with technical and process teams to define opportunities and outcomes.

Skills and experience are necessary, but we hire on value alignment first, so if you feel you would be a good fit with us, still consider applying.

What you will contribute:

  • A practical, pragmatic approach to customer journeys. This project seeks to transform the utility customer experience in a way that is innovative and challenges the status quo but also respects the needs of a regulated business.

  • Excellent presentation and communication skills, specifically in creating and delivering clear, impactful PowerPoint presentations, and leading workshops with clients.

  • Exemplary analytical capabilities, with an ability to translate data-driven insights into marketing strategy recommendations.

  • Builds strong relationships and collaborates effectively with clients and internal partners, including stakeholders in strategy, analytics, creative, and client services teams.

What you bring to Uplight:

  • Minimum educational attainment level of a Bachelor's degree in business, marketing, or equivalent

  • Required fluency in Spanish

  • Minimum of 2-5 years working in digital CX marketing strategy and journey mapping

  • Experience in customer journey mapping techniques

  • Background in customer experience transformation projects, including activities such as mapping, pilot-testing journey improvements.

  • Experience with journey builder tools and other software that help marketers visualize customer journeys (e.g., LucidChart, Miro, etc.)

Bonus Points:

  • Experience living in Central or South America

  • Experience in the power & utilities sector

  • An online portfolio of recent design work

Uplight provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


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Customer Experience Designer

Tendril