The Lead, Product Designer – Knowledge Management, is a natural collaborator and design thinker who translates consumer and business needs into innovative, human-centered strategic artifacts and solutions. They solve problems based on research, data, and industry best practices with a strong focus on service design methods and omni-channel experiences. Additionally, they contribute to the overall strategic direction of product programs, helping to lead the experience vision for a specific customer segment or experience area, leveraging their unique ability to bring others within product and technology along on the journey with them.
They partner with critical disciplines to ideate and communicate our product experiences, including Product, Engineering, Marketing, Analytics, Strategy and Operations. The responsibilities of this role will be focused in the knowledge management space and benefit from past experiences designing, testing, and deploying knowledge management and customer support systems
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Develop and guide the implementation of a knowledge management strategy to deliver consistent and contextual information across various content types and platforms
Work within and across multiple product teams to create knowledge management deliverables such as content inventories, audits, models, templates, and content models, as well as guidelines, best practices, and frameworks to support content management & knowledge sharing
Define information architectures, taxonomies, and metadata strategies (frameworks for grouping and tagging content)
Partner closely with the knowledge management team, business operations, technology, product, and legal partners to uncover customer and business needs—and drive innovation in how we think about, search, find, understand, and create associate and customer-facing content
Lead and develop user experience research plans to understand consumer and associate needs, opportunities, and pain points to continually inform an iterative design and discovery process
Collect and synthesize qualitative and quantitative research to inform and validate design decisions
Collaborate (and lead/facilitate collaboration) with Product Managers, Designers, Analysts and Developers throughout the discovery, design, and development process
Stay current on all the tools, principles, and practices in product design and knowledge management, while driving for continuous improvement
Facilitate meetings and brainstorming sessions that are organized and productive
Mentor and train junior members of the design team on industry and CarMax best practices
Advocate for ambitious standards of excellence in providing delightful and rewarding user experiences, and proactively support the team in achieving them
QUALIFICATIONS:
Passion for technology and design, and the drive to stay on top of industry trends and best practices
Persuasive communicator – able to explain complex or intangible concepts to stakeholders at all levels
Good listener – weighs input from multiple perspectives when forming opinions and recommendations
Collaborative and team-oriented work approach
Solid understanding of user-centered design methods and ability to balance customer needs with business goals in developing solutions
Experience facilitating brainstorming and product discovery sessions and getting consensus among a large, diverse group of stakeholders
Experience conducting and leveraging user research
Strong UX Design principles and deliverables, including rapid prototyping, site maps, information architecture, user personas, wireframes, flows, etc.
Deep expertise in content management concepts and best practices (taxonomy, schemas, content lifecycle, governance, et cetera).
Working knowledge of content management, project management, and
Strong critical thinking and analysis skills
Able to train and mentor others in UX design methodologies and best practices
Experience designing solutions for web, mobile, and tablet applications
Experience with Agile development processes
Responsive/adaptive design experience a plus across Azure and SalesForce environments
E-commerce experience a plus
EDUCATION and/or EXPERIENCE:
5-7 years' experience within the field of user experience and UX design/development preferred
BA/BS degree
Portfolio or work samples displaying UX thinking, content strategy and depth of thought coupled with fluency in best practices for UX Design, Information Architecture and Knowledge System Design
Experience in teaching and/or conference presentations
TECHNICAL SKILLS:
Have an advanced understanding of:
Presentation methods
Design principles
User-centered design process
Information Architecture
Collaboration techniques
Web technology
Prototyping methods and tools
Usability and user research methods
Data analysis
Agile techniques and methods
Work location is flexible if approved by the Company except that position may not be performed remotely from Hawaii or Colorado
About CarMax
CarMax disrupted the auto industry by delivering the honest, transparent, and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation’s largest retailer of used cars, with over 200 locations nationwide.
Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For®.
Our Commitment to Diversity and Inclusion:
CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.
CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, protected veteran status, disability status, and any other characteristics protected by law.
Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.