Job title: Sr Customer Experience Designer
Company: Avalara
Job description: Job Description:What You’;ll DoOur Sr Experience Designer will lead the definition, design and evolution of end-to-end customer experiences across main journeys, channels, products, and touchpoints. You will guide both the improvement of underperforming experiences and the innovation of new ones—translating customer needs into applicable, testable, and scalable service solutions.You’;ll apply human-centered design, journey mapping, and service blueprinting to solve customer problems and influence how Avalara delivers value. Working with Product, Engineering, UX, Service Design, VoC, Data, Content, and Customer Support you will align experience strategies that deliver measurable business and customer outcomes. You will report to the Senior Director, Global Customer Experience. This can be a fully remote opportunity. #LI-RemoteWhat Your Responsibilities Will Be
- Redesign underperforming customer journeys using human-centered and service design methods.
- Identify causes of customer friction using insight from research, VoC, and operational data.
- Translate experience opportunities into applicable design principles, prototypes, and blueprints.
- Design experiences that embed AI, automation, and digital tools into the customer journey—with an emphasis on scalable empathy and effort reduction.
- Lead blueprinting and co-creation workshops to align teams around future-state experiences.
- Work with partners across Product, Engineering, Support, and Enablement to build shared understanding of experience outcomes.
- Be a connector between CX strategy, customer research, and delivery roadmaps.
- Prototype new experience concepts—across digital, human, and hybrid interactions.
- Test solutions with customers, employees, and operational teams to validate desirability and feasibility.
- Translate prioritized CX opportunities into executable design assets, including service blueprints, journey maps, and recommendations for process and team understanding.
- Collaborate with Product and UX to ensure customer intent and design principles carry through into delivered solutions.
- Align with Program Managers to ensure journey redesign is embedded in projects and supported through adoption and measurement.
- Contribute to the development of templates, toolkits, and design standards that support experience design practices.
- Share work in progress and expertise that builds design literacy and customer empathy across Avalara.
- Experienced in mapping, blueprinting, prototyping, and iterative testing.
What You’ll Need To Be Successful
- Minimum 6+ years in service design, experience design, or journey strategy roles (B2B SaaS or complex services preferred).
- Expertise in human-centered design, journey mapping, service blueprinting, and experience research.
- Experience leading co-creation and design workshops.
- Partner with Product, UX, and Engineering teams to bring experience strategies to life.
- Familiarity with experience measurement frameworks (e.g., NPS, effort score, journey health)
Avalara is an AI-first CompanyAI is embedded in our workflows, decision-making, and products.  Success here requires embracing AI as an essential capability.You’ll bring experience using AI and AI-related technologies, ready to thrive here.You’ll apply AI every day to business challenges – improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.You’ll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.How We’ll Take Care Of YouTotal Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health &; Wellness 
Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversity 
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. What You Need To Know About AvalaraWe’re defining the relationship between tax and tech.We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real – we’;re a billion dollar business – and we’re not slowing down until we’ve achieved our mission – to be part of every transaction in the world.We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.We’re An Equal Opportunity EmployerSupporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.
Expected salary: $97400 – 155800 per year
Location: USA
Job date: Sun, 02 Nov 2025 02:58:43 GMT
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