CX Expert / UI-UX Designer Senior

📍 Job Overview

Job Title: CX Expert / UI-UX Designer Senior Company: Collective Location: Luxembourg, Luxembourg Job Type: CONTRACTOR Category: Customer Experience (CX) & User Experience (UX) Design Date Posted: 2025-11-03 Experience Level: Senior (5-7+ years) Remote Status: Hybrid (Up to 2 days/week remote)

🚀 Role Summary

• This role is focused on enhancing customer journeys across digital platforms, including web, mobile, and client portals, within a significant digital transformation program.
• The primary objective is to design and optimize user experiences, ensuring they are seamless, accessible, and consistent across all customer touchpoints.
• The position requires a strong blend of Customer Experience (CX) strategy and User Interface/User Experience (UI/UX) design expertise, with a focus on translating business and technical requirements into intuitive design solutions.
• The role operates within an agile environment (Scrum/SAFe) and involves close collaboration with internal teams such as Product Owners, Developers, and Digital Marketing specialists.

📝 Enhancement Note: While the input job title and description lean heavily into UX/UI Design, the context of "digital transformation program," "improving customer journeys," and "business, technical, and design challenges" strongly suggests a Revenue Operations or GTM Operations adjacent role focused on the customer-facing digital touchpoints that impact revenue generation and retention. The emphasis on optimizing user experience for business objectives aligns with operations' goal of efficiency and effectiveness. The role is categorized as CX/UX Design but has significant operational implications for how customers interact with digital services, affecting conversion rates and customer lifetime value.

📈 Primary Responsibilities

• Lead the design and optimization of customer journeys across web, mobile, and client portal interfaces, ensuring a cohesive and intuitive user experience.
• Conduct comprehensive UX research, leveraging tools like Maze and Hotjar, to gather user insights and inform design decisions for digital platforms.
• Develop and maintain Design Systems, ensuring consistency in UI elements and user experience across all digital touchpoints, adhering to Material, Fluent, or internal standards.
• Collaborate closely with Product Owners, Developers, and Digital Marketing teams to translate business objectives and technical constraints into effective UX/UI solutions.
• Facilitate workshops and design thinking sessions to drive innovation and gather stakeholder input, fostering a collaborative design process.
• Ensure all designs adhere to accessibility standards (WCAG) and follow responsive/mobile-first principles.
• Create wireframes, prototypes, and user flows using tools such as Figma and Adobe XD for testing and stakeholder review.
• Conduct user testing sessions using platforms like Lookback and Usertesting.com to validate design concepts and identify areas for improvement.
• Contribute to the Service Blueprint and Customer Journey Mapping processes to visualize and optimize end-to-end customer interactions.

📝 Enhancement Note: The responsibilities are primarily UX/UI focused. However, the "digital transformation program" context and the goal of "improving customer journeys" directly support revenue generation and retention efforts, making this role indirectly impactful on GTM operations. The ability to translate "business and technical challenges" into design solutions is a core operational skill in this context.

🎓 Skills & Qualifications

Education:

• While no specific degree is mandated, a strong portfolio demonstrating practical application of UX/UI principles and CX strategy is paramount.
• Formal education in Design, Human-Computer Interaction, Psychology, or a related field is beneficial but secondary to demonstrable experience.

Experience:

• Minimum of 5-7 years of professional experience in UX/UI Design.
• Proven track record of designing and optimizing digital customer journeys, ideally within the banking, insurance, or fintech sectors.
• Experience with agile methodologies (Scrum/SAFe) and cross-functional team collaboration.

Required Skills:

• UX Research & Analysis: Proficient in user research methodologies, user interviews, usability testing, and data analysis to derive actionable insights.
• UI/UX Design Expertise: Advanced skills in wireframing, prototyping, and visual design for web and mobile applications.
• Design Systems Management: Strong understanding and practical experience in creating, implementing, and maintaining Design Systems.
• Tool Proficiency: Mastery of design and prototyping tools such as Figma, Miro, Maze, Hotjar, and Adobe XD.
• Accessibility Standards: In-depth knowledge of WCAG standards and practical application in design.
• Agile Methodologies: Experience working within Scrum or SAFe frameworks.
• Facilitation & Communication: Excellent ability to lead workshops, articulate design decisions, and communicate effectively with technical and business stakeholders.
• Language Proficiency: Fluent in French and professional proficiency in English.

Preferred Skills:

• Experience in the banking, insurance, or fintech industry.
• Familiarity with Service Blueprinting and advanced Customer Journey Mapping techniques.
• Knowledge of analytics tools (e.g., Hotjar) for post-launch performance monitoring.
• Experience with Design Systems beyond Material or Fluent (e.g., custom internal systems).
• Understanding of front-end development principles (HTML, CSS, JavaScript) to inform design feasibility.

📝 Enhancement Note: The requirement for 5-7 years of experience positions this as a senior individual contributor role, implying a need for strategic thinking and the ability to mentor junior designers or guide project direction. The specific tools listed (Figma, Miro, Maze, Hotjar) are critical for demonstrating hands-on capability.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A comprehensive portfolio showcasing at least 3-5 detailed case studies of complex digital product design projects. Each case study should clearly articulate the problem, your role, the design process, key challenges, and measurable outcomes.
• Process Optimization Examples: Demonstrate how you've used UX research and design to improve user flows, increase conversion rates, or enhance customer satisfaction on digital platforms. Quantifiable results are essential.
• Design System Contributions: Include examples of your work on or contributions to Design Systems, illustrating how you've ensured consistency and scalability in UI/UX.
• User-Centric Design: Showcase projects that highlight your ability to translate user needs and business requirements into effective, user-friendly solutions.
• Accessibility Integration: Provide examples where accessibility principles (WCAG) were a core consideration in your design process.

Process Documentation:

• Workflow Design: Evidence of designing and documenting user flows and interaction models for complex digital products.
• Research & Testing Documentation: Examples of research plans, user testing reports, and how findings were iterated into design improvements.
• Collaboration Protocols: Briefly describe how you collaborate with development and product teams, including any documentation or handoff processes.
• Metrics and Impact: Demonstrate how you measure the success of your designs, including key performance indicators (KPIs) and their impact on business objectives.

📝 Enhancement Note: For a senior role, the portfolio should not just display finished work but also the candidate's strategic thinking, problem-solving process, and ability to measure the impact of their design decisions on user behavior and business outcomes, which is a key aspect of operations.

💵 Compensation & Benefits

Salary Range: €550 - €650 per day (contract basis)

• This daily rate is for a contractor role in Luxembourg, a high-cost-of-living European hub. The range is competitive for senior-level contract positions in specialized fields like UX/UI and CX within the financial sector. The rate reflects the demand for experienced professionals in digital transformation projects and the specific requirements for this role.

Benefits:

• Flexible Work Arrangement: Hybrid model allowing up to 2 days of remote work per week, offering a balance between in-office collaboration and personal flexibility.
• Contractual Opportunity: A defined contract duration of 6-12 months, with potential for renewal, providing project-based engagement.
• International Exposure: Opportunity to work on a strategic project within a large-scale digital transformation in a multilingual, international environment.
• Professional Development: Direct collaboration with internal teams and exposure to agile methodologies, fostering continuous learning and skill enhancement.
• Strategic Project Involvement: Opportunity to contribute to a high-impact, strategic banking digitalization initiative.

Working Hours:

• Standard full-time working hours are assumed, likely around 40 hours per week within the European context. While specific daily start/end times are not stated, the agile methodology suggests a focus on task completion and collaboration over strict time-tracking, with flexibility inherent in the hybrid model.

📝 Enhancement Note: The salary is provided as a daily rate for a contractor. For a full-time equivalent (assuming 5 days/week for 4 weeks/month, ~20 days/month), this would translate to €11,000 - €13,000 per month, or €132,000 - €156,000 annually. This is a strong indicator of the senior level and specialized nature of the role in a high-demand market like Luxembourg.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting / Staffing Services (Collective's primary business is connecting talent with companies, often for digital transformation projects). The client project is within the Banking/Finance sector. Company Size: Collective is part of the "Named Collective" group, which typically focuses on expert networks and talent solutions. While specific numbers for Collective alone aren't provided, the parent group often operates with a lean, distributed model, connecting a global network of experts. The client is a large financial institution. Founded: Collective itself is a relatively modern entity, part of a group founded in recent years, focusing on agile and modern work solutions. The client institution is likely a well-established financial entity.

Team Structure:

• Project Team: The consultant will be embedded within a cross-functional project team at the client's organization. This team includes Product Owners, Developers, Digital Marketing specialists, and potentially other UX/UI designers or CX strategists.
• Reporting: The consultant will likely report to a Project Lead or a designated Product Owner within the client's digital transformation program.
• Collaboration: The culture is described as agile and international, emphasizing direct collaboration with internal teams and a focus on shared project goals.

Methodology:

• Agile Operations: The team operates using agile methodologies (Scrum/SAFe), requiring adaptability, iterative development, and continuous feedback loops.
• Data-Driven Design: Decisions are informed by UX research, user testing, and business objectives, with a focus on measurable outcomes and continuous improvement.
• Design Thinking: This approach is integral to problem-solving, encouraging empathy for the user, ideation, prototyping, and testing.

Company Website: https://collective.work

📝 Enhancement Note: Collective acts as a bridge, so the "company culture" experienced will be a blend of Collective's operational ethos (agile, expert-driven) and the client's specific environment (banking, digital transformation, agile). The role is a senior, strategic one, suggesting an environment that values expert input and independent problem-solving.

📈 Career & Growth Analysis

Operations Career Level: Senior Individual Contributor / Specialist Consultant

• This role is for an experienced professional who can operate with a high degree of autonomy. It’s not a management role but requires leadership in design strategy, process optimization, and influencing cross-functional teams. The focus is on deep expertise in CX and UX/UI design applied to business-critical digital platforms.

Reporting Structure:

• The consultant will report into the client's digital transformation program structure, likely to a Project Manager, Product Lead, or Head of Digital Experience, depending on the client's internal hierarchy. This provides exposure to leadership within a major financial institution.

Operations Impact:

• The primary impact is on the customer experience, which directly influences customer acquisition, retention, satisfaction, and ultimately, revenue generation. By optimizing digital journeys, this role contributes to reducing customer friction, increasing conversion rates, and enhancing brand loyalty – all key GTM and revenue operations objectives.

Growth Opportunities:

• Strategic Project Experience: Gaining hands-on experience in a large-scale digital transformation within the banking sector, a highly regulated and complex industry.
• Advanced Methodologies: Deepening expertise in Agile, Design Thinking, Service Blueprinting, and Design Systems within a practical, high-stakes environment.
• Cross-Functional Leadership: Developing skills in influencing and collaborating with diverse teams (Product, Development, Marketing, Business) to achieve shared goals.
• Network Expansion: Building a professional network within the client organization and potentially within Collective's broader expert community.
• Potential for Future Engagements: Successful performance could lead to further contract opportunities with Collective or its clients.

📝 Enhancement Note: While not a traditional "operations" role, the strategic importance of customer journey optimization in driving business outcomes makes this a valuable experience for anyone looking to bridge design expertise with business impact, a common trajectory for senior GTM operations professionals.

🌐 Work Environment

Office Type: Hybrid work environment, with a significant portion of work conducted on-site at the client's offices in Luxembourg City. Office Location(s): Primarily Luxembourg City, Luxembourg. This implies working within a professional business district, likely with access to modern amenities and public transportation.

Workspace Context:

• Collaborative Hub: The on-site work is designed for direct collaboration with internal teams, facilitating workshops, brainstorming sessions, and real-time problem-solving.
• Technology Access: Expect access to standard office technology and potentially specialized design software and hardware provided by the client.
• International Atmosphere: Working in Luxembourg offers exposure to a multicultural and multilingual professional environment, common in international financial centers.

Work Schedule:

• The role is full-time, assumed to be around 40 hours per week, with up to 2 days per week remote. This hybrid arrangement requires discipline in managing time effectively, ensuring productive work both independently and collaboratively. The agile framework may involve daily stand-ups and sprint planning/review meetings.

📝 Enhancement Note: The hybrid nature allows for focused work at home while maintaining essential in-person collaboration critical for complex design and transformation projects. This balance is increasingly valued by experienced professionals.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio by Collective's recruitment team to assess initial fit and experience.
• Hiring Manager/Client Interview: A discussion with the client's hiring manager or project lead to delve deeper into your experience, design philosophy, and suitability for the specific project and team dynamics. Expect questions on your approach to CX, UX/UI, and working in agile environments.
• Technical/Portfolio Review: A dedicated session where you will present your portfolio, walking through key case studies. This is crucial for demonstrating your process, problem-solving skills, and the impact of your work. Be prepared to discuss your role, challenges, and outcomes in detail.
• Cultural Fit Assessment: Evaluation of your communication style, collaboration skills, and ability to integrate with the client's agile and international team.
• Offer: If successful, an offer for the contract position will be extended.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest case studies that best align with the job description – focusing on digital transformation, customer journey optimization, and financial/fintech experience if possible.
• Show, Don't Just Tell: For each case study, clearly outline the problem, your specific role and contributions, the design process employed (research, ideation, prototyping, testing), key challenges faced, and most importantly, the measurable results and business impact. Use visuals effectively.
• Highlight Process: Emphasize your methodology – how you gather insights, iterate on designs, collaborate with teams, and ensure accessibility and responsiveness.
• Quantify Impact: Wherever possible, use data and metrics to demonstrate the success of your designs (e.g., increased conversion rates, reduced bounce rates, improved task completion times, higher customer satisfaction scores).
• Tailor to the Role: Briefly explain why each case study is relevant to this specific contract opportunity and the client's objectives.

Challenge Preparation:

• Be ready to discuss your approach to common UX/UI challenges, such as balancing user needs with business goals, designing for complex systems, or improving existing user flows.
• Prepare to articulate your understanding of Design Systems and how you've applied them.
• Think about how you would approach the specific challenges of a banking digital transformation program, considering security, compliance, and user trust.

📝 Enhancement Note: The portfolio review is a critical step. Candidates should prepare to present their work as a narrative that showcases not just design skills but also strategic thinking, problem-solving capabilities, and a results-oriented approach, mirroring the expectations of operations roles.

🛠 Tools & Technology Stack

Primary Tools:

• UX Research & Design: Figma (primary for UI/UX and prototyping), Miro (for collaboration, whiteboarding, journey mapping), Maze (for remote user testing and analytics), Hotjar (for user behavior analytics, heatmaps, session recordings).
• UI Design: Figma, Adobe XD (potential alternative or complementary tool).
• Design Systems: Experience with established systems like Material Design or Microsoft Fluent Design, and the ability to work with or contribute to internal company-specific Design Systems.
• Prototyping & User Testing: InVision (for prototyping and collaboration), Lookback (for moderated/unmoderated user testing), Usertesting.com (for large-scale user testing).

Analytics & Reporting:

• While not explicitly listed as primary tools for the designer, familiarity with analytics platforms like Hotjar is listed. Understanding how to interpret data from user behavior analytics is key to informing design iterations.

CRM & Automation:

• No specific CRM or automation tools are listed as primary requirements for this designer role. The focus is on the front-end user experience rather than back-end operational processes.

📝 Enhancement Note: Proficiency in Figma, Miro, and user testing platforms (Maze, Hotjar, Usertesting.com) is essential. The ability to work with and contribute to Design Systems is a significant requirement for ensuring consistency and scalability in a large digital transformation.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving the user's needs, ensuring their experience is paramount in all design decisions.
• Collaboration & Transparency: Open communication and a willingness to work closely with diverse teams (product, development, marketing) to achieve shared objectives.
• Data-Driven Decision Making: Utilizing research, testing, and analytics to inform design choices and measure their impact.
• Continuous Improvement: An iterative mindset, constantly seeking feedback and opportunities to refine and enhance user experiences.
• Efficiency & Scalability: Designing solutions that are not only effective but also maintainable and scalable across digital platforms.

Collaboration Style:

• Cross-Functional Integration: Working seamlessly within an agile team, bridging the gap between user needs, business requirements, and technical feasibility.
• Facilitation & Workshop Leadership: Proactively leading discussions, workshops, and brainstorming sessions to drive consensus and innovation.
• Feedback Exchange: Open to giving and receiving constructive feedback to improve designs and processes.
• Agile Mindset: Embracing iterative development, adapting to changes, and prioritizing tasks based on project needs.

📝 Enhancement Note: The emphasis on collaboration, data-driven decisions, and continuous improvement aligns strongly with the values of effective Revenue Operations and GTM Operations teams.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Stakeholder Needs: Navigating diverse stakeholder requirements (business, technical, user) and finding optimal design solutions that satisfy all parties.
• Complexity of Banking Digitalization: Designing for a highly regulated industry with stringent security, compliance, and user trust requirements.
• Integration with Existing Systems: Ensuring new digital experiences integrate seamlessly with legacy systems and processes.
• Maintaining Consistency: Upholding Design System integrity and brand consistency across multiple digital channels and evolving features.
• Remote Collaboration: Effectively contributing to an agile team within a hybrid work model, ensuring clear communication and alignment.

Learning & Development Opportunities:

• Industry-Specific Expertise: Gaining deep insights into the digital strategies and customer expectations within the banking and financial services sector.
• Large-Scale Transformation Experience: Contributing to a significant digital transformation program provides invaluable experience in managing change and complex project lifecycles.
• Advanced UX/CX Methodologies: Hands-on application and refinement of methods like Service Blueprinting, Journey Mapping, and Design Systems in a real-world, high-impact context.
• Agile/SAFe Mastery: Developing advanced skills in working within scaled agile frameworks.
• Cross-Disciplinary Collaboration: Enhancing soft skills by working with diverse technical and business teams.

📝 Enhancement Note: The challenges presented are typical for senior roles in large-scale transformation projects and offer significant opportunities for professional growth and skill development, especially in areas relevant to operational efficiency and strategic execution.

💡 Interview Preparation

Strategy Questions:

• "How would you approach improving the customer onboarding process for a new mobile banking app, considering both user experience and business goals?" - Prepare to discuss your process from research to testing, focusing on key touchpoints, potential friction points, and how you'd measure success.
• "Describe a time you had to balance conflicting requirements from different stakeholders (e.g., marketing, engineering, legal). How did you arrive at a design solution?" - Focus on your communication, negotiation, and problem-solving skills, highlighting how you achieved consensus and delivered a viable solution.
• "How do you ensure your designs adhere to accessibility standards (WCAG) and mobile-first principles?" - Be ready to explain your practical approach and perhaps cite specific examples from your portfolio.

Company & Culture Questions:

• "What appeals to you about this project and the banking industry?" - Research Collective's mission and the client's digital transformation goals. Show genuine interest in contributing to their strategic objectives.
• "How do you typically collaborate within an agile, cross-functional team?" - Discuss your experience with Scrum/SAFe, your communication style, and how you integrate with developers and product owners.
• "How do you measure the success of your UX/UI designs?" - Prepare to discuss relevant KPIs, your use of analytics tools, and how you connect design outcomes to business impact.

Portfolio Presentation Strategy:

• Narrative Flow: Structure your portfolio presentation as a story for each case study. Start with the problem, introduce your role and approach, detail your process, showcase key design artifacts (wireframes, mockups, prototypes), discuss challenges and solutions, and conclude with the outcomes and impact.
• Focus on Process & Impact: Emphasize how you arrived at your solutions and the tangible results achieved, rather than just showing polished final screens.
• Interactive Elements: If possible, use interactive prototypes or live demos to engage the interviewers.
• Conciseness: Be mindful of time. Practice your presentation to be clear, engaging, and within the allotted timeframe.

📝 Enhancement Note: Interview preparation should focus on demonstrating not just design proficiency but also strategic thinking, problem-solving, and an understanding of how design contributes to broader business and operational goals.

📌 Application Steps

To apply for this operations-aligned CX/UX Design position:

• Submit your application through the provided link on join.com.
• Portfolio Customization: Ensure your portfolio is up-to-date and prominently features case studies that highlight your experience in customer journey optimization, digital transformation, and ideally, the financial sector. Tailor your case study selection to align with the job description's emphasis on business objectives.
• Resume Optimization: Update your resume to emphasize keywords from the job description such as "CX," "UX/UI Design," "Design Systems," "Agile," "Digital Transformation," and specific tools like "Figma." Quantify your achievements with metrics wherever possible.
• Interview Preparation: Practice articulating your design process, problem-solving approach, and the business impact of your work. Prepare to discuss your experience with the listed tools and methodologies.
• Company Research: Gain a solid understanding of Collective's business model and the client institution's digital transformation goals. Be ready to discuss how your skills can contribute to their strategic objectives.

⚠️ 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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