Principal UX Designer - Wallet

Company Overview

ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don't need to create a new password when visiting sites that have the ID.me button. ID.me's digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.

ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. In addition to helping people control their credentials and data, the company's "No Identity Left Behind" initiative strives to expand digital access and inclusion for all people. The company offers multiple pathways to identity verification - online self-serve, live video chat agents, and in person. ID.me is passionate about building a robust identity network that does not compromise access for traditionally underserved groups.

ID.me has received numerous awards including Deloitte's 2023 Technology Fast 500, Washington Business Journal's Fastest Growing Companies, Entrepreneur Magazine's 100 Brilliant Companies and Wall Street Journal's Startup of the Year finalist. In recent quarters, ID.me announced it raised $132 million in Series D funding, led by Viking Global Investors with participation from CapitalG, Morgan Stanley Counterpoint, FTV Capital, PSP Growth, Auctus Investment Group, Moonshots Capital, and Scout Ventures. ID.me's most recent round brings the total investment in ID.me to over $275 million since its founding in 2010.

Role Overview

At ID.me, the Principal UX Designer for the Wallet Authentication & Recovery Team is pivotal in our mission to make ID.me ubiquitous for secure login and online ID verification. This role is tasked with leading the design efforts to deliver credential portability across the ID.me network through seamless omni-channel authentication into member wallets. Your work will encompass online and in-person authentication as well as comprehensive account recovery solutions.

As an expert in UX design, you will innovate and implement solutions that enhance the user experience while maintaining the highest security standards. Your role will directly impact ID.me's leadership position in online ID verification by expanding our services online to increase security, lower friction, and reduce costs.

In this role as a Principal UX Designer, you will strategize, innovate, and implement UX solutions that resonate with users across diverse demographics. Your expertise will guide the design of user-centric experiences that leverage ID.me's identity verification capabilities to ensure a secure and seamless interaction with digital wallets and recovery processes.

Responsibilities

• Spearhead the design and development of user-centric solutions for the Wallet Authentication & Recovery Team, focusing on enhancing security and usability across multiple channels.

• Develop and implement a comprehensive UX strategy that aligns with ID.me's mission, focusing on seamless omni-channel authentication and effective account recovery processes.

• Work closely with product managers, engineers, customer support, and other stakeholders to create integrated solutions that address user needs and business goals.

• Consume and participate in extensive user research and usability testing to understand user behaviors, pain points, and needs related to digital identity authentication and recovery.

• Create detailed user flows, wireframes, prototypes, and high-fidelity designs to facilitate intuitive and secure user interactions with the ID.me Wallet.

• Employ key performance indicators such as pre-verified pass rate, account takeover rates, and account lockout rate to measure and guide design improvements.

• Use data and analytics to inform design decisions, focusing on reducing negative profit impacts and enhancing member experience.

• Develop and maintain design documentation and standards to ensure consistency and quality in UX design across the Wallet Authentication & Recovery Team.

• Keep up-to-date with the latest UX trends, tools, and technologies, integrating innovative practices to enhance authentication and recovery processes.

• Ensure that all designs are accessible and inclusive, providing a seamless experience for a diverse range of users.

• Address complex design challenges with strategic solutions that improve account health and reduce the incidence of account lockouts and other issues.

Qualifications

• A Bachelor's or Master's degree in UX design, interaction design, human-computer interaction, or a related field.

• Over 10 years of professional experience in UX design, with a significant focus on security, authentication, and recovery processes in digital platforms.

• Experience in the identity verification and authentication space at companies such as Okta, Duo, Auth0, Persona, Alloy, Trulioo.

• A robust portfolio showcasing successful UX projects in digital identity and authentication platforms, with clear outcomes and impacts on user experience and business goals.

• Excellent communication skills, combined with the ability to articulate complex design concepts effectively to a range of stakeholders.

• Demonstrated ability in conducting user research and usability testing to inform UX design decisions.

• Expertise in design tools such as Figma and a good understanding of HTML, CSS, and JavaScript.

• Ability to use KPIs and user feedback to guide UX improvements and demonstrate the impact of design changes.

• Proven experience working collaboratively with cross-functional teams to deliver user-centric solutions.

• Strong strategic and analytical skills, capable of tackling complex challenges and delivering impactful UX solutions.

• Commitment to designing accessible and inclusive experiences for all users.

• Passion for staying current with the latest UX trends and technologies and incorporating them into effective design solutions.

Preferred Qualifications

• Industry Experience: Candidates should have experience in the identity verification and authentication space at companies such as Okta, Duo, Auth0, Persona, Alloy, Trulioo, with a focus on creating frictionless and secure experiences.

• Strategic Vision for Authentication: Deep understanding of multi-factor authentication (MFA), credential portability, and identity assurance levels, enhancing user security and experience.

• Expertise in Account Recovery: Proven ability in designing intuitive and secure account recovery processes to minimize account lockouts and support costs.

• User-Centric Design Philosophy: Strong empathy for users, focusing on creating frictionless and secure experiences that enhance user satisfaction and loyalty.

• Data Utilization Skills: Proficiency in using data and analytics to identify user behavior patterns and design solutions to improve account health and security.

• Innovation and Creativity: Ability to innovate and think creatively to solve complex design challenges, particularly in enhancing the authentication and recovery experience for digital wallets.

The annual base salary listed below for this role is based on experience, skills, education, relevant training and geographic location. Company bonus, incentive for sales roles, equity, and benefits are available depending on the role.

ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.

The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

Pay Range

$182,500-$204,750 USD

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me/privacy. If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.