Consultant UI/UX/CX

IT Factory is a dynamic company with experience in developing, implementing, and supporting IT solutions for a significant Polish company in the insurance and financial sector.

• Minimum 4 years of experience in UX/UI or UX/CX
• Experience designing web or mobile applications
• Experience in digital projects executed in Agile
• UX skills: User Flow Design, Information Architecture, Wireframing, prototyping, User Centered Design, self-service process design
• CX skills: Customer Journey Mapping, client experience analysis, multichannel communication design in digital processes
• UI skills: proficient with Figma, knowledge of Design Systems, Responsive Design
• Ability to conduct workshops and present solutions and recommendations
• Independence and proactivity

Nice to have:

• Experience in insurance, banking, or financial sectors
• Knowledge of customer service processes and Contact Center
• Experience designing chatbots and voicebots and knowledge of AI supporting customer communication
• Experience in UX research and analysis of qualitative and quantitative data
• Knowledge of WCAG
• Experience with Jira and Confluence

• Design and optimize customer experience along the entire claims service path (CX)
• Create and develop Customer Journey Maps and recommend improvements
• Design omnichannel experiences including Contact Center, Client Portal, mobile app, email, SMS, and outgoing documents
• Design User Flows, user scenarios, and self-service paths (UX)
• Create wireframes and interactive prototypes
• Design user interfaces and high-fidelity mockups (UI)
• Co-create and develop the Design System and maintain visual consistency among channels
• Design solutions compliant with digital accessibility principles
• Participate in Discovery and Inception workshops, usability tests, and co-create product backlog
• Collaborate with Product Owners, business analysts, architects, and development teams