UX Research & Service Designer (Hybrid) Job at Cella Inc in Wilmington

Overview

Location: Onsite 5 days a week in Wilmington, DE
Type: 3 month contract with potential for extension
Compensation Range: $70 - 75 per hour

Responsibilities

• 60% UX Research & Service Design: Conduct deep-dive interviews, synthesize data, and create service blueprints.
• 20% UX Design: Translate research insights into high-level wireframes or conceptual workflow designs.
• 20% Cross‑Functional Collaboration: Partner with stakeholders, Engineering, and the AI Squad to ensure feasibility and alignment.
• Create journey maps and service blueprints of end‑to‑end business processes to visualize and optimize service processes, touchpoints, and interactions, and identify areas for improvement and innovation leveraging AI.
• Collaborate with cross‑functional teams to identify user needs, preferences, and expectations and partner with engineering to build low‑code agent workflows and AI solutions.
• Support the security, compliance, and auditability of every AI‑enabled flow.
• Stay current with industry trends and incorporate knowledge into team insights.
• Facilitate workshops and co‑creation sessions to gather information from customers to understand where improvements can be made along the customer journey.
• Operate with an iterative design mindset as you incorporate user feedback and insights to continuously improve the overall experience.

Qualifications

• 5+ years of experience or equivalent expertise in UX research and service design, or a related field, focusing on end‑to‑end experiences.
• 2+ years of experience or equivalent with designing AI‑enabled workflows and experiences.
• Familiarity with Python or JavaScript to better communicate with engineering teams.
• Experience working within Finance, Healthcare, or Corporate Responsibility internal sectors.
• Deep experience in qualitative methodology, including interview script development and synthesis.
• Proven record in innovative design projects, including journey mapping, service blueprinting, and storyboarding.
• Demonstrated expertise in creating direct and indirect experiences for diverse users.
• Ability to work in cross‑functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives.
• Experience with fast‑paced, iterative design approaches involving frequent testing and refining of concepts.

Portfolio

Showcase real‑world case studies featuring journey maps, service blueprints, and evidence of end‑to‑end service transformation; provide clear examples of internal‑facing tools or service ecosystems (rather than just consumer‑facing apps) and a clear breakdown of your specific contributions to the project.

Bonus

Any examples of designing or researching AI‑enabled workflows.

Equal Opportunity Employer

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.