Capability Experience Designer (UX) Technology

📍 Job Overview

Job Title: Capability Experience Designer (UX) Technology

Company: FIS Global

Location: Jacksonville, Florida, United States

Job Type: FULL_TIME

Category: UX Design / Engineering Enablement

Date Posted: 2026-09-21

Experience Level: Experienced (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Design and implement innovative, workflow-embedded experiences for engineers adopting Agentic AI and modern infrastructure practices within FIS Global.

• Drive the adoption of AI capabilities, platform engineering, SRE, and cloud-native technologies by creating intuitive onboarding journeys and enablement touchpoints.

• Develop and refine capability frameworks, learning pathways, and knowledge systems to support the evolving skills required in an AI-driven engineering workforce.

• Collaborate closely with Engineering leadership, Platform teams, and AI Program owners to ensure solutions are grounded in real-world delivery contexts and address key friction points.

• Conduct user research with engineers to gather insights and rapidly iterate on enablement materials, ensuring they are accessible, inclusive, and relevant to diverse engineering roles.

📝 Enhancement Note: This role is specifically focused on the "developer experience" (DX) within a large financial technology (Fintech) organization. It bridges traditional UX design principles with the unique needs of engineering and infrastructure teams, focusing on how to effectively enable and onboard them to new technologies like Agentic AI and modern cloud infrastructure. The emphasis is on embedding learning and support directly into the engineer's workflow rather than relying on separate learning management systems.

📈 Primary Responsibilities

• Design end-to-end engineer experiences for the adoption of Agentic AI tools, from initial awareness to productive use in daily delivery, focusing on AI Gateway, Agent Runtime, and agentic code review workflows.

• Map the Engineering Service Delivery lifecycle to pinpoint critical moments for enablement, guidance, and skill-building, particularly around human-digital worker task boundaries.

• Develop and prototype in-workflow nudges, contextual guides, and decision aids for Agentic AI adoption, leveraging adoption signals and engineer feedback for iterative improvement.

• Design capability experiences for Platform Engineering, SRE, and Cloud operating model roles, covering self-serve platform consumption, on-call readiness, and incident response.

• Create workflow-embedded enablement assets like runbook templates and escalation guides that integrate best practices into infrastructure operations.

• Translate the "Diamond-shape Talent Model" into concrete learning pathways, role profiles, and progression criteria for AI-era engineering roles.

• Design the architecture for a Learning Management and Knowledge System that supports validation, applied learning, and judgment development within the flow of work.

• Utilize engineer performance, adoption, and platform usage data to continuously evaluate capability gaps and refine solutions.

• Maintain enterprise-wide design standards and reusable patterns across engineering academies, platforms, and communication channels.

• Conduct ongoing user research with engineers, including workflow shadowing and feedback loops, to rapidly translate insights into improvements.

• Audit and optimize existing enablement materials for cognitive load, relevance, and usability within engineering contexts.

• Ensure all designed solutions are accessible, inclusive, and tailored for the diverse range of engineering roles and seniority levels across FIS.

📝 Enhancement Note: The responsibilities highlight a strong focus on "workflow-embedded enablement" and "performance support," moving beyond traditional e-learning. The role requires a deep understanding of the software development lifecycle (SDLC) and infrastructure operations. The "Diamond-shape Talent Model" reference suggests a structured approach to talent development and skill mapping, crucial for a company undergoing significant technological transformation.

🎓 Skills & Qualifications

Education: Bachelor's degree or equivalent in UX Design, Human-Centered Design Thinking, Learning Experience Design, Computer Science, or a related field.

Experience: Proven experience designing enablement, learning, or behavior-change solutions within engineering, technology, or infrastructure organizations.

Required Skills:

• Strong UX fundamentals including journey mapping, workflow analysis, service design, interaction design, and prototype-and-test methodologies.

• Deep understanding of software engineering delivery practices, including how engineers work, code progression from idea to production, and common friction points in developer workflows.

• Ability to conduct user research specifically with engineers and translate insights into rapid, iterative improvements.

• Excellent collaboration, facilitation, and stakeholder management skills, effective with both technical and non-technical audiences.

• Experience translating complex technical concepts or organizational change into practical, intuitive experiences for technical audiences. Preferred Skills:

• Experience supporting Agentic AI, developer tooling, or AI platform adoption programs.

• Familiarity with Platform Engineering, SRE, or Cloud operating models and related roles (SRE, Platform Engineer, Cloud Architect, DevOps).

• Industry expertise in Banking, Payments, Capital Markets, or Finance.

• Knowledge of developer experience (DX) design principles and toolchain-embedded enablement approaches.

• Experience creating capability frameworks, role taxonomies, or learning architecture for engineering populations.

• Familiarity with digital adoption tools, in-workflow learning, and performance-support design patterns.

• Understanding of AI-enabled or personalized capability solutions within enterprise engineering contexts.

• Experience facilitating workshops or capability discovery sessions with senior engineering or infrastructure leaders.

📝 Enhancement Note: The "Experienced" level designation (5-10 years) implies a need for a candidate who can operate with a high degree of autonomy and strategic thinking, not just execution. The emphasis on "understanding software engineering delivery practices" is critical; candidates must speak the language of engineers and understand their daily challenges and toolchains.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of designing and implementing enablement programs, learning experiences, or behavior-change initiatives specifically for technical audiences (engineers, developers, IT operations).

• Case studies showcasing the application of UX fundamentals (journey mapping, workflow analysis, service design) to solve complex technical enablement challenges.

• Evidence of rapid prototyping and iterative design processes, including user research with technical users and incorporating feedback to refine solutions.

• Projects that highlight the ability to translate complex technical concepts, organizational change, or new technologies (like AI) into practical, intuitive, and actionable experiences.

• Examples of designing for diverse user groups within technology, demonstrating an understanding of inclusivity and accessibility in design. Process Documentation:

• Portfolios should clearly articulate the design process followed for each project, detailing problem definition, user research methodologies, ideation, prototyping, testing, and implementation phases.

• Documentation of how metrics were used to evaluate the success of enablement solutions, focusing on adoption rates, efficiency gains, or skill improvement.

• Showcasing the ability to create scalable design assets or frameworks that can be reused across different engineering teams or technology platforms.

• Examples of how collaboration with stakeholders (engineering leadership, product managers, etc.) influenced the design process and final solution.

📝 Enhancement Note: For a role like this, a portfolio is paramount. It needs to go beyond typical UX case studies to demonstrate experience in "learning experience design" and "developer enablement." Case studies should explicitly detail how the candidate identified and addressed friction points in technical workflows and how their solutions led to measurable improvements in adoption or productivity.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for experienced UX Designers with specialized experience in technical enablement and financial technology in Jacksonville, Florida, a competitive salary range is estimated to be between $110,000 - $150,000 annually. This range accounts for the specialized nature of the role, the required experience level, and the cost of living in the Jacksonville metropolitan area.

Benefits:

• Competitive salary commensurate with experience and qualifications.

• Comprehensive benefits package including health, dental, and vision insurance.

• Opportunities for professional growth, skill development, and career advancement within a global financial technology leader.

• Inclusive and collaborative work culture that values innovation and employee contributions.

• Potential for performance-based bonuses and stock options.

• Retirement savings plan (e.g., 401k) with company match.

• Paid time off, including vacation, sick leave, and holidays.

Working Hours: Standard full-time working hours are expected, likely around 40 hours per week. While the role is on-site, there may be flexibility in daily scheduling, and occasional extended hours may be required to meet project deadlines or support critical system deployments, particularly given the nature of engineering and infrastructure operations.

📝 Enhancement Note: The salary estimate is based on national averages for senior UX designers and specialized roles in tech, adjusted for the Jacksonville, FL market. The "Experienced" designation and the specific skill requirements (Agentic AI, SRE, Platform Engineering) justify a higher end of the typical UX salary band.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (Fintech). FIS Global is a major player in providing technology solutions for banks, credit unions, and merchants worldwide, processing trillions of dollars in transactions and managing vast amounts of financial data. This context means a strong emphasis on security, reliability, compliance, and innovation within a highly regulated environment.

Company Size: FIS Global is a large enterprise, employing tens of thousands of people globally. This scale implies extensive resources, established processes, and opportunities for impact across a broad organization, but also potential for navigating complex internal structures.

Founded: FIS was founded in 1968. This long history signifies stability, deep industry expertise, and a continuous evolution of its technological offerings to remain competitive in the dynamic financial services landscape.

Team Structure:

• The role is within the Engineering & Infrastructure domain, specifically focusing on "Capability Experience Design." This suggests a dedicated team or function focused on improving the developer and operator experience.

• The team likely comprises other designers, learning experience specialists, technical writers, and potentially program managers focused on engineering productivity and enablement.

• Reporting structure is likely to a Director or VP of Engineering Operations, Developer Experience, or a similar enablement-focused leadership role.

• Cross-functional collaboration is a core aspect, requiring close partnerships with Product Management, AI Platform teams, Site Reliability Engineering (SRE) leads, Platform Engineering leads, and potentially HR/Talent Development functions. Methodology:

• Data-driven decision-making, leveraging analytics from engineering tools, adoption signals, and user feedback to inform design choices.

• Agile and iterative design processes, with a focus on rapid prototyping and continuous improvement to quickly adapt to evolving engineering needs and technological advancements.

• Human-centered design principles applied to technical users, emphasizing empathy and understanding the unique workflows and challenges of engineers and operators.

• Emphasis on embedding solutions directly into the engineering workflow (e.g., IDE, CI/CD pipelines, runbooks) rather than creating separate, disconnected learning or support systems.

Company Website: https://careers.fisglobal.com/us/en

📝 Enhancement Note: The Fintech industry context means that operational efficiency, security, and reliability are paramount. For a UX designer in this environment, understanding the criticality of these factors in engineering workflows is essential. The company's large size suggests that solutions need to be scalable and adaptable across many different business units and technology stacks.

📈 Career & Growth Analysis

Operations Career Level: This "Experienced" role (5-10 years) positions the individual as a key contributor capable of independently designing and driving complex enablement initiatives. They are expected to move beyond execution to strategic problem-solving, influencing how engineering teams operate and adopt new technologies. This role is critical in shaping the future of engineering practices at FIS, particularly concerning AI integration and modern infrastructure.

Reporting Structure: The Capability Experience Designer will likely report to a manager or director responsible for Developer Experience, Engineering Enablement, or a similar function within the broader Engineering & Infrastructure organization. This structure places the role in a position to influence engineering practices and collaborate with various engineering leadership groups, including Platform Engineering, SRE, and AI program owners.

Operations Impact: The primary impact of this role is on engineering productivity, efficiency, and the successful adoption of critical new technologies like Agentic AI and modern cloud infrastructure. By designing better experiences and enablement, the designer directly contributes to faster software delivery, improved system reliability, reduced operational friction, and a more skilled and adaptable engineering workforce. This ultimately supports FIS Global's ability to innovate and maintain its competitive edge in the Fintech market.

Growth Opportunities:

• Specialization: Deepen expertise in Developer Experience (DX), AI enablement, or specific areas of infrastructure operations (SRE, Cloud).

• Leadership: Transition into a lead designer role, managing projects or a small team, or move into program management for engineering enablement initiatives.

• Strategic Influence: Contribute to the broader engineering strategy and talent development frameworks within FIS Global.

• Cross-functional Mobility: Leverage experience in a high-visibility area like AI adoption to move into product management for developer tools or engineering operations leadership.

• Industry Recognition: Contribute to industry best practices or speak at conferences on topics related to developer experience and AI adoption in enterprise environments.

📝 Enhancement Note: The growth trajectory for this role emphasizes specialization within the growing fields of developer experience and AI enablement within enterprise tech. The "seat at the table" and "visible executive sponsorship" mentioned in the job description suggest significant potential for career acceleration and impact.

🌐 Work Environment

Office Type: On-site role in Jacksonville, Florida. This indicates a traditional office environment where in-person collaboration is prioritized.

Office Location(s): Jacksonville, Florida. This location is a significant hub for FIS Global, suggesting a well-equipped corporate office with amenities designed for a large workforce.

Workspace Context:

• The workspace is likely designed to foster collaboration, with meeting rooms, breakout areas, and shared office spaces conducive to team interaction.

• Access to standard office technology, including high-speed internet, presentation equipment, and potentially specialized software for design and research.

• Opportunities for direct interaction with engineering teams, leadership, and cross-functional partners, enabling real-time feedback and a deep understanding of the engineering environment.

• The environment is expected to be professional and fast-paced, aligned with the demands of the financial technology industry.

Work Schedule: Standard full-time hours are anticipated, with the expectation of on-site presence. While core business hours will apply, the nature of supporting engineering operations might necessitate some flexibility to accommodate critical deployments or incident response, though primary support is expected during business hours.

📝 Enhancement Note: An on-site role in a large corporate environment like FIS Global typically means a structured workspace with a focus on in-person collaboration and access to corporate resources. The "on-site" requirement suggests that direct observation of engineering workflows and spontaneous team interactions are considered valuable for this role.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter will likely conduct a phone screen to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: A discussion with the hiring manager to delve deeper into experience, understanding of the role's unique requirements (especially regarding AI and engineering enablement), and alignment with team goals.

• Portfolio Review & Design Challenge: Candidates will be asked to present their portfolio, focusing on relevant case studies. A design challenge or exercise may be given, either take-home or on-site, to assess practical design skills, problem-solving approach, and ability to articulate a design process for technical enablement. This is where the focus on workflow-embedded solutions and AI adoption will be critical.

• Team/Stakeholder Interviews: Meetings with key stakeholders from Engineering, Platform, SRE, or AI teams to evaluate collaboration skills, technical understanding, and ability to influence diverse groups.

• Final Interview: Potentially with a more senior leader to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Curate Selectively: Focus on 2-3 projects that most closely align with the role's emphasis on engineering enablement, AI adoption, developer experience, or technical workflow optimization.

• Tell a Story: For each case study, clearly articulate the problem, your role, the design process, the specific challenges of designing for engineers, the solutions implemented, and the measurable outcomes or impact. Quantify results whenever possible (e.g., increased adoption rates, reduced support tickets, improved efficiency).

• Highlight Process: Emphasize your methodology, particularly how you conducted user research with technical users, mapped complex workflows, and iterated on designs based on feedback.

• Showcase Technical Empathy: Demonstrate your understanding of engineering challenges and how your designs specifically address them. Explain why your solutions are "workflow-embedded" and not just separate training materials.

• Prepare for Questions: Be ready to discuss your design decisions, trade-offs made, and how you would approach specific challenges presented in the job description (e.g., designing for Agentic AI adoption).

Challenge Preparation:

• Understand the Context: If a challenge is given, assume it will be related to designing an enablement experience for a new AI tool or a complex infrastructure process.

• Focus on Process: Clearly outline your approach to understanding the problem, identifying user needs (engineers), proposing solutions, and defining how you'd measure success.

• Prioritize: Given time constraints, focus on the most critical aspects of the problem and propose a phased approach if necessary.

• Articulate Trade-offs: Be prepared to discuss the pros and cons of your proposed solutions and the decisions you made.

📝 Enhancement Note: The interview process will heavily scrutinize the candidate's ability to apply UX principles to a highly technical domain and to demonstrate tangible impact. The portfolio is the primary tool for this, so candidates must be adept at presenting complex projects clearly and concisely, highlighting their unique contributions and the value delivered.

🛠 Tools & Technology Stack

Primary Tools:

• UX/Design Software: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro (for collaboration and diagramming), potentially specialized tools for journey mapping and service design.

• Prototyping Tools: InVision, Figma, Axure RP, or similar for creating interactive prototypes.

• User Research Tools: Tools for conducting remote interviews, usability testing (e.g., UserTesting.com, Lookback), and survey platforms (e.g., SurveyMonkey, Google Forms).

• Collaboration Platforms: Microsoft Teams, Slack, Confluence, Jira for team communication, project management, and documentation.

Analytics & Reporting:

• While not a primary analyst role, familiarity with analytics platforms used to track user adoption and system performance (e.g., internal dashboards, potentially Google Analytics for web-based enablement portals) would be beneficial.

• Understanding of how to interpret data from engineering tools (e.g., Git logs, CI/CD pipeline metrics, incident management systems) to inform design decisions. CRM & Automation:

• Not directly managing CRM or sales processes, but understanding how data flows and how systems integrate is part of designing seamless user experiences. Familiarity with broader enterprise IT systems is helpful.

• Knowledge of digital adoption platforms (DAPs) or in-workflow guidance tools (e.g., Pendo, WalkMe) is a strong plus.

📝 Enhancement Note: The emphasis on "workflow-embedded" solutions means the candidate should be comfortable with tools that integrate directly into developer environments or operational workflows, rather than just standalone web applications. Experience with DAPs or similar in-app guidance tools is highly relevant.

👥 Team Culture & Values

Operations Values:

• Innovation & Future-Forward Thinking: A strong drive to explore and implement cutting-edge technologies like Agentic AI and modern infrastructure, and to design experiences that prepare the workforce for the future of Fintech.

• Collaboration & Partnership: A commitment to working closely with diverse teams across Engineering, Platform, SRE, and AI programs to achieve shared goals.

• Data-Driven Decision Making: Relying on evidence from user research, adoption metrics, and performance data to inform design choices and measure impact.

• User-Centricity (for Engineers): A deep empathy for the technical user, striving to understand their workflows, pain points, and needs to create truly effective and intuitive experiences.

• Efficiency & Optimization: A continuous drive to streamline processes, reduce friction, and improve the overall productivity and effectiveness of engineering and infrastructure teams.

Collaboration Style:

• Cross-functional Integration: Actively seeking out and engaging with stakeholders from various engineering disciplines and leadership levels to ensure solutions are holistic and aligned with business objectives.

• Feedback-Driven: Cultivating an open environment for feedback on designs and solutions, both from users and collaborators, and demonstrating agility in incorporating constructive criticism.

• Knowledge Sharing: Proactively sharing insights, best practices, and design patterns across teams to foster a culture of continuous learning and improvement within the engineering organization.

• Proactive Communication: Maintaining clear and consistent communication with all stakeholders regarding design progress, challenges, and outcomes.

📝 Enhancement Note: The values suggest a culture that is forward-thinking, collaborative, and focused on measurable outcomes. For operations professionals, this means being comfortable with data, actively engaging with technical teams, and being adaptable to new technologies and processes.

⚡ Challenges & Growth Opportunities

Challenges:

• Designing for a Technical Audience: Translating complex technical concepts and workflows into intuitive, user-friendly experiences for engineers and operators who have specific needs and high expectations for tooling.

• Adoption of Emerging Technologies: Driving the successful adoption of cutting-edge technologies like Agentic AI, which may involve significant shifts in how engineers work and require extensive change management.

• Navigating a Large Enterprise: Working within a large, established organization like FIS Global, which can involve complex approval processes, diverse stakeholder needs, and integrating solutions across a vast technology landscape.

• Measuring Impact: Quantifying the effectiveness of enablement and experience design initiatives, particularly for abstract concepts like "cognitive load reduction" or "improved judgment development."

• Keeping Pace with Technology: The rapid evolution of AI, cloud-native technologies, and developer tools requires continuous learning and adaptation to ensure enablement solutions remain relevant and effective.

Learning & Development Opportunities:

• AI and Agentic Technology: Gaining deep expertise in the practical application and enablement of AI within enterprise engineering contexts.

• Developer Experience (DX) Best Practices: Becoming a leader in designing and implementing world-class developer experiences.

• Platform Engineering & SRE Enablement: Developing specialized knowledge in the tools, processes, and challenges faced by these critical infrastructure roles.

• Learning Experience Design (LXD): Enhancing skills in designing effective learning interventions that are embedded within work processes.

• Leadership Development: Opportunities to lead design initiatives, mentor junior designers, and influence strategic decisions within the engineering organization.

📝 Enhancement Note: The challenges highlight the unique intersection of UX design, engineering, and emerging technologies. Success will require a blend of strong design acumen, technical understanding, and change management skills. The growth opportunities are significant for those who can master these areas within a large enterprise.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed an enablement program for a complex new technology adoption within an engineering team. What was your process, what were the key challenges, and how did you measure success?" (Focus on process, user research, technical empathy, and metrics.)

• "How would you approach designing the onboarding experience for engineers to effectively use Agentic AI tools like an AI Gateway or Agent Runtime? What are the critical touchpoints and potential friction points?" (Assess understanding of AI adoption, workflow integration, and user journey mapping.)

• "Imagine you need to create a scalable framework for engineers to learn and adopt new cloud-native infrastructure patterns. How would you design this, ensuring it's embedded in their workflow rather than a separate learning module?" (Evaluate ability to design for workflow integration and scalability.) Company & Culture Questions:

• "What interests you about FIS Global and our position in the Fintech industry?" (Demonstrate research into the company's market, challenges, and mission.)

• "How do you see your role contributing to FIS Global's broader goals in AI adoption and technological modernization?" (Connect your skills to the company's strategic objectives.)

• "Describe your experience collaborating with senior engineering or infrastructure leaders. How do you ensure your designs are aligned with their strategic priorities and operational realities?" (Assess stakeholder management and influence.) Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly define the problem, your specific role, the design process, the solution, and the impact. Use a consistent structure.

• Emphasize Technical Context: Clearly articulate why your design choices were appropriate for an engineering audience and how they addressed specific technical workflow challenges.

• Show, Don't Just Tell: Use visuals (screenshots, diagrams, prototypes) to illustrate your designs and processes.

• Quantify Impact: Present metrics and outcomes that demonstrate the value of your work (e.g., adoption rates, time savings, error reduction).

• Be Prepared to Discuss Trade-offs: Explain any compromises you made and why, demonstrating critical thinking and pragmatic decision-making.

• Focus on Workflow Integration: Highlight how your solutions were embedded into existing engineering tools and workflows.

📝 Enhancement Note: Interviewers will be looking for a candidate who can demonstrate a deep understanding of both UX design principles and the specific challenges and workflows of engineers and infrastructure professionals. The ability to articulate a structured design process and showcase tangible results is crucial.

📌 Application Steps

To apply for this operations position:

• Submit your application through the application link provided on the FIS Global careers website.

• Tailor Your Resume: Update your resume to prominently feature keywords and experiences directly related to UX design for technical audiences, developer enablement, AI adoption, platform engineering, SRE, and workflow optimization. Quantify achievements where possible.

• Curate Your Portfolio: Select 2-3 of your strongest projects that best demonstrate your ability to design effective enablement experiences for engineers. Ensure these case studies clearly articulate the problem, your process, the solution, and the impact, with a strong emphasis on workflow integration and technical context.

• Prepare Your Presentation: Practice walking through your portfolio case studies, focusing on clear communication, storytelling, and highlighting your unique contributions and the value delivered. Be ready to discuss your design decisions and how they align with the role's requirements.

• Research FIS Global: Understand the company's role in the Fintech industry, its strategic focus on AI and modernization, and its culture. Prepare thoughtful questions to ask the interviewer.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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