Experience Designer – Employee UX Portal Designer

Role Overview

• Leverage human-centered design methods (design-thinking, service design, research/insights etc.) to plan, create, and present persuasive, engaging, and strategic ideas that influence product roadmaps and demonstrate a solution's potential for success.
• Performs competitive analysis of direct/indirect competitors and monitors the marketplace for new trends to inform the research and design process.
• Translate business, contractual, technical, and user needs into end-to-end customer, employee, and 3rd-party experiences that are accessible, inclusive, and compliant.
• Designs omni-channel experiences that help customers meet their goals are empathetic and easy to use, improve customer satisfaction, and drive deeper product adoption.
• Deliver experiences that have been validated through experimentation, testing and optimization.
• Conduct design within an agile environment and champion the integration of design across the entire release cycle (discover, deliver, and assess).
• Conform with reusability standards by leveraging and/or expanding the Design System and established platform capabilities.
• Manage across Enterprise users to define and deliver product performance goals (e.g., outcomes, customer experience, etc.).
• Collaborate with design peers and key stakeholders (Marketing, Brand, CX, etc.) to ensure artifacts and deliverables accurately represent and align to the U.S. Bank brand, and create interconnectivity across customer, client, and employee touchpoints for all business segments.
• An Employee UX Portal Designer blends UX research, enterprise platform expertise, and data-driven optimization to deliver intuitive, scalable self-service experiences that reduce support effort and improve employee productivity.

Requirements

• 6+ years of UI/UX (User experience design experience)
• UX Strategy & Research: Conduct user interviews, surveys, and usability testing; develop personas and employee journey maps to optimize end-to-end workplace experiences
• Enterprise Portal Design: Design and enhance employee self-service portals (ServiceNow, SharePoint) with scalable navigation, structured knowledge bases, and seamless workflows
• Interaction & Information Architecture: Create intuitive flow designs, reduce friction in request submission, and structure complex enterprise content for discoverability
• UI/Visual Design: Develop wireframes and interactive prototypes; maintain design systems and ensure responsive, accessible (WCAG-compliant) interfaces
• Platform Expertise: Hands-on experience with ServiceNow (Employee Center, Service Portal, UI Builder) and Microsoft 365/SharePoint intranet ecosystems
• Data-Driven Optimization: Leverage analytics, user behavior insights, and A/B testing to improve adoption, reduce support volume, and enhance user satisfaction
• Content Strategy & UX Writing: Design clear microcopy, optimize knowledge articles, and improve internal search relevance for self-service success
• Workflow & Automation Design: Align UX with ITSM/HRSD workflows; design AI-assisted and automated experiences (virtual agents, GenAI summaries) to streamline support
• Cross-Functional Collaboration: Partner with IT, HR, and operations teams; translate business needs into user-centered designs; present solutions to leadership
• Technology & Integration Awareness: Design for API-driven integrations, identity systems, and enterprise constraints while ensuring security and compliance
• Change Management & Adoption: Drive portal adoption through onboarding, communication strategies, and continuous feedback loops
• AI-Enabled Experience Design: Incorporate GenAI, chatbots, and intelligent recommendations into employee workflows to improve efficiency and engagement
• Tools: ServiceNow platform; Scrum/Agile practices
• Translate UX designs: (e.g., wireframes) into responsive, production-ready front-end code
• Proficiency: HTML5, CSS3, and JavaScript, with strong understanding of responsive and adaptive design patterns

Tech Stack

• ITSM
• JavaScript
• ServiceNow

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law