CX Service Designer

| Greater Boston Area

Acquia is the open source digital experience company. We provide the world's most ambitious brands with technology (built around Drupal) that allows them to embrace innovation and create customer moments that matter. At Acquia we believe in the power of community and collaboration - giving our customers the freedom to build tomorrow on their terms.

Headquartered in the U.S., we have been named as one of North America’s fastest growing software companies as reported by Deloitte and Inc. Magazine, and have been rated a leader by the analyst community and named one of the Best Places to Work by the Boston Business Journal. We are Acquia. We are building for the future of the web, and we want you to be a part of it.

Acquia is seeking a CX (Customer Experience) Service Designer to deliver the customer experience for some of the company’s key products and services. You know that creating a truly memorable customer experience goes beyond the product UI, that good design requires strong partnerships across teams, and you’re an advocate for such. You are strong in service design and UX design with an interest and perhaps a bit of experience in research. We are looking for innovators; professionals with an unrelenting belief in the power of design to transform businesses, and with the passion and commitment to help Acquia become recognized for elegant and powerful product experiences. You approach things systemically and are a natural at zooming out to see the big picture, then diving in to nail the important details. You are equally as comfortable running a workshop as you are heads down in designing software. You enjoy solving problems.

You’ll be joining a talented team of CX Designers, UX Designers, and Researchers, chartering and executing on projects to create the best possible customer experiences for people developing rich digital experiences with Drupal. Our customers are a savvy, demanding group; you and this team are responsible for delivering best-of-breed applications and customer journeys in a fast-paced, agile, startup-like environment.

Acquia offers fabulous company benefits and a highly motivated, enormously fun work environment, not to mention a career with great growth potential. 

Responsibilities:

  • Deliver best-in-class customer experiences (service designs, journey maps, interaction models, prototypes, etc.) in a fast-paced, agile, startup-like environment
  • Fully understand and be a strong advocate for the Voice of the Customer
  • Run cross-functional workshops with teams that touch the full customer journey; everyone from Marketing and Sales through to Customer Support
  • Seek out gaps in the customer experience and charter initiatives to research and strategize how to make it optimal
  • Perform UX and process evaluations and recommend improvements related to user interfaces and other aspects of the customer journey
  • Partner with our UX designers to create product experiences that delight
  • Partner with our UX researchers to test and iterate design concepts
  • Take initiative, plan projects, and accurately report progress
  • Liaise with teams across Acquia to ensure appropriate implementation of designs and recommendations
  • Translate business and product requirements into visually beautiful concepts and highly-usable responsive experiences. You must be flexible and able to succeed within an open and collaborative peer environment.
  • Ensure best design practices and communicate quality expectations across the organization
  • Spend time with Acquia customers, prospects, partners, and internal stakeholders to understand user needs and evaluate designs
  • Demonstrate a command of design methods, tools, communication, and presentation skills

Required Skills:

  • 5+ years experience
  • A thorough understanding of customer experience, service design, user-centered design, with excellent hands-on graphic design skills and an ability to translate user requirements into a design vision and then into an actionable plan to deliver design specifications desired
  • Proficiency in software tools such as InVision, Sketch, Axure, Adobe Creative Suite or similar
  • Experience with enterprise software development, cloud software, product management, user testing or experience with Drupal will also be a plus
  • Experience running workshops
  • Experience with designing data visualization and analytics applications
  • Ability to multi-task, prioritize requests, communicate with stakeholders, and meet expected milestones
  • Experience working in a fast-paced, agile environment and partnering effectively with Product Management and Engineering stakeholders
  • Online portfolio or links to work examples required

Acquia is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.

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Location

Excellent, busy area close to Faneuil Hall with shopping and fun after-work options. Tons of varied and great lunch options - we have a great list!

An Insider's view of Acquia

What are some social events your company does?

The Boston office partnered with the Department of Children and Families to pair employees with the holiday wish lists of children in DCF care. In December, 2017, we helped fulfill the wishes of 200 children through gifts of toys and clothing.

Amy H.

Senior Talent Operations Partner

What projects are you most excited about?

I believe we will see even more significant technology-driven changes in our lives in the next decade or two . . . I am optimistic that the good in us will prevail and that we will achieve a more just society driven by technology. I am proud to be a part of the software industry which is a major factor in this technological advancement of humanity.

Radhika

Manager and Principal Software Engineer

How does the company support your career growth?

Our people are motivated by professional growth and development, and every day, there’s an opportunity to learn something new that can help you develop your career. We have a really strong peer-to-peer learning culture, and our internal mobility program encourages Acquians to explore new roles within the company.

Amy P.

Senior Director, Global Talent Development

What are Acquia Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Vacation & Time Off Benefits
Generous PTO
Perks & Discounts
Game Room
Stocked Kitchen

Additional Perks + Benefits

Work/life balance is important to us. Employees take time off when they need it, and come back to work feeling refreshed. We offer up to 13 weeks of maternity, six weeks of adoption leave paid at 100 percent. Our returning-parent transition program allows new parents to ease back into work. Office amenities include snacks and beverages, comfortable space, common areas, game rooms, and Mac computers.

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