Senior Product Experience Designer

H&R Block is a tax services company advancing its digital innovation strategy through human expertise and technology. The Senior Product Experience Designer will lead complex customer and associate experience initiatives from discovery through delivery, partnering with Product and Engineering to define problems, validate solutions, and shape strategy. The role also involves user research, prototyping, design systems, AI-enabled workflows, and communicating insights to stakeholders.

Responsibilities:

• Lead the design of complex customer and associate experiences from concept through delivery
• Create service designs, user flows, prototypes, experience concepts, and experience strategies
• Plan and conduct moderated and unmoderated tests, surveys, and other qualitative and quantitative evaluations to inform design decisions
• Drive early problem definition and solution direction in partnership with Product, ensuring the right thing gets built before execution begins
• Apply customer insights, test results, analytics, and business goals to identify opportunities and improve experiences
• Synthesize findings into clear recommendations and communicate insights to Product, Engineering, and stakeholders
• Partner closely with Product and Engineering to identify opportunities, define solutions, and navigate trade-offs
• Use AI as part of your daily workflow to accelerate discovery, ideation, content creation, prototyping, and experience development
• Contribute to and evolve design systems, patterns, and best practices
• Influence decisions through expertise, collaboration, strong design thinking, compelling storytelling, and clear design artifacts while helping teams navigate ambiguity and move from complex problems to actionable solutions

Requirements:

• Minimum 8 years of experience in UX Design, Product Design, Service Design, Interaction Design, or a related field
• Demonstrated experience leading complex initiatives from discovery through delivery, with a portfolio showcasing end-to-end design thinking, strategic problem solving, prototyping, and measurable impact
• Experience planning, executing, and synthesizing moderated and unmoderated user testing, utilizing qualitative and quantitative data to inform design decisions
• Experience working closely with Product Managers, Engineers, and cross-functional stakeholders
• Strong communication, facilitation, presentation, and storytelling skills
• Ability to thrive in fast-moving environments with evolving priorities and incomplete information
• Bachelor's degree in a related field or equivalent practical experience. We value demonstrated ability, strong design craft, and a portfolio of impactful work over a specific educational path
• Experience with service design methodologies and artifacts
• Experience contributing to and evolving design systems
• Experience leveraging AI-enabled tools and emerging technologies as part of the design process
• Experience with survey design, usability testing platforms, and analytics tools