Customer Care Design Jobs

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Product Designer

Choice Hotels Scottsdale, AZ

Scottsdale, AZ

Today

Full time Accessibility Ai Chat Customer Care

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Job Description

Choice Hotels is hiring a Product Designer for the Digital Commerce team to create accessible, intuitive guest-facing web and mobile experiences, along with internal tools that support Customer Care. This is an individual contributor role based in Scottsdale, AZ (hybrid), with four days onsite, and the position is not eligible for sponsorship.

What You’ll Do

Design user journeys, task flows, wireframes, prototypes, and high-fidelity experiences for guest-facing web and mobile products and internal tools used by the Customer Care team.
Partner with Customer Care to understand agent needs, call workflows, and service recovery moments, then translate those insights into more clear and efficient internal tooling.
Support the integration of AI-powered chat, guided response tools, and knowledge-support experiences that help agents work faster and more consistently.
Use human-centered design approaches to simplify complex workflows while balancing guest needs, business goals, and technical feasibility.
Plan and support user research, including stakeholder interviews, usability testing, and journey mapping, and convert findings into actionable design recommendations.
Create and hand off work in Figma, leveraging Choice’s established design systems, component libraries, and accessibility standards.
Collaborate with Product Managers, Engineers, Researchers, Analysts, and other designers across discovery, delivery, and optimization.
Explain design rationale, research insights, and trade-offs to technical and non-technical stakeholders.
Contribute to UX audits, heuristic evaluations, and accessibility reviews, and support experimentation and A/B testing tied to measurable outcomes.

Required Qualifications

Bachelor’s degree in Design, Human-Computer Interaction, Psychology, Human Factors, Computer Science, or a related field, or equivalent experience.
2–5 years of experience in UX or product design, including work on web, mobile, SaaS, or employee-facing digital products.
Proficiency with Figma and FigJam, along with modern prototyping and design handoff practices.
Working knowledge of accessibility standards (WCAG), responsive design, and inclusive design practices.
Comfort using AI-assisted tools such as Copilot, ChatGPT, or Claude, supported by strong human judgment.
Strong communication skills, including the ability to explain design decisions and research findings to both technical and non-technical audiences.
Demonstrated customer focus, collaboration, and problem solving.

Preferred Qualifications

Experience designing internal tools, dashboards, or customer support and service workflows is strongly preferred.

Tools and Technologies

Figma, FigJam, Copilot, ChatGPT, Claude
WCAG

Benefits

Competitive compensation and benefits, including medical, dental, and vision coverage.
Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observances.
Financial benefits for retirement and health savings.
Employee recognition programs.
Discounts at Choice hotels worldwide.

Team and Reporting

This is an individual contributor role reporting to Todd Bromley. You will collaborate with a team of 6 peer teammates and work closely with cross-functional partners on a regular basis.

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