Our Opportunity

We are seeking a Principal Product Designer with a strong background in Service Design and User Centered Design methodologies to join our team in Charlotte, N.C., or remote within the U.S. As a service-oriented Product Design leader, you will play a key role in shaping the end-to-end experiences of customer service for customers, suppliers, and internal employees. You will be responsible for facilitating discovery and ideation, leading across teams, identifying user experience needs, conceptualizing innovative design solutions, and crafting seamless interactions across various touchpoints. 

This position will embrace the vision for AvidXchange, define solutions for complex and ambiguous problems, and craft product and service experiences that aim to be intuitive and efficient for our customers and employees. We are a collaborative, diverse team of product designers, researchers, and content designers who value winning as a team and innovating to change the industry. If you are excited about working in an organization that values the power of design and want to work with the most supportive team around, this is the role for you. Our team is mostly located on the east coast, but we are open to remote candidates for this position. 

About You

Customer Obsessed 

As an expert in product design and service design methods, you turn your deep knowledge of our customers into products and services that deliver compelling value for both the customer and the business. You have an eye for detail while always communicating with a broad vision to inspire your team and stakeholders. Naturally engaging people at a deep level whether through facilitating, observing, interviewing customers, or working with fellow team members.

Connected as People 

You build trust across the organization by helping everyone achieve our shared goals. Those relationships help you push the boundaries of design and product innovation to benefit the customer. Your expertise, careful discernment, and openness to collaboration influence people inside and outside the product design org. You are a visual and verbal storyteller, delivering insights about people and behavior in a way that generates empathy, emotion, and engagement from customers or across teams.

Growth Minded 

You recognize opportunities for design to drive change, and you have the judgment to choose between evolutionary and revolutionary solutions. Your judgment allows you to make smart trade-offs and compelling arguments to ensure the best outcome for the customer. When you see an issue, you act quickly and take ownership to resolve it. You enjoy collaborating on products and services that change the way we do business, creating services that scale.  

Lead Across Teams 

You consider it a calling as a deep expert in design principles and facilitation techniques and to help guide others. You stay on top of new tools and trends to pioneer new methods that improve our design quality and impact the service experience. Your work and style encourage innovation and risk-taking in a safe environment to drive team learning.  

What You’ll Do 

• Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design. 
• Collaborate with research, product, and service teams to understand user and business needs, identify design opportunities, and create meaningful service experiences. 
• Transform customer and business needs into compelling products that have purpose, simplicity, and are feasible to build. 
• Lead system thinking and service design thinking across a range of products, platforms, and service experiences, with a bias for action and customer focus. 
• Guide the design process from end-to-end: discovery, research and concept ideation through flows and wireframes to full-fidelity prototype designs. 
• Facilitate service blueprinting workshops and/or create service blueprints that detail the frontstage and backstage processes, interactions, and touchpoints necessary for delivering the service. 
• Develop prototypes and mock-ups of new service concepts, including both digital and physical touchpoints. Test these concepts with users to refine and iterate on the designs. 
• Facilitate other journey or story mapping workshops and meetings with stakeholders to align the experience, business objectives, strategy, and outcomes. 
• Collaborate with business stakeholders, product managers, developers, content designers, researchers, and other designers. 
• Clearly present your design process, inspiration, and decisions to stakeholders including senior executives. 
• Champion cohesion and consistency by delivering and guiding others’ designs that promote our organization’s experience strategy and use of the design system. 
• Lead the practice at the intersection between Product Design & Service Design. Extend the craft and share practices across the organization to enable others. 
• Nurture AvidXchange culture and principles within your team and the design practice.   

What we’re looking for

• 10 or more years of experience as a user experience designer, product designer, interaction designer, or similar role with a portfolio demonstrating successful projects
• 5 or more years of leading large-scale product design initiatives and mentoring others
• 5 or more years of experience planning, designing, facilitating, and synthesizing workshops
• 5 or more years creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes
• A track record of delivering high-quality digital products that delivered results and demonstrate the depth of your design skills; illustrated in a portfolio or case studies
• Achieved mastery of a core set of design skills in interaction design, information architecture, and user interface design
• Strong experience communicating and presenting complex problems clearly
• A proven ability to evaluate the customer and business impact of your design decisions
• Bachelor’s degree, or equivalent, in design, HCI, or related field, or equivalent professional experience within the design field

Bonus Points

• Prior experience designing for enterprise or SaaS products
• Prior experience using Figma
• Prior experience facilitating workshops and service blueprinting activities
• Prior experience working on complex problems at a systems level across multiple products
• Prior experience designing for customer service problems