Job Description – UI/UX Designer (Customer Portal + AI)
Location: Remote or On-Site
Department: Product & Design
Employment Type: Full-Time
Role
We are seeking a talented UI/UX Designer with customer-portal experience and a strong
understanding of how to design front-end AI experiences. In this role, you will create
intuitive, accessible, and modern user interfaces for web and mobile portals used by
utility customers. You will focus on building self-service journeys that simplify billing,
payments, service requests, usage, and communication preferences—while also
shaping new AI-powered interactions within the portal.
You’ll collaborate with Product, Engineering, and Customer teams to translate complex
workflows into simple, human-centered experiences that increase adoption, reduce
support volume, and elevate customer satisfaction.
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Responsibilities
• Lead UI/UX design for customer self-service portals across web and mobile
• Design intuitive workflows for:
• Billing & payments
• Usage dashboards and consumption insights
• Outage reporting and service requests
• Notifications and communication preferences
• Onboarding and account management
• Create UI and interaction patterns for AI-powered features, such as:
• Virtual agents and chatbot interfaces
• Predictive usage insights and recommendations
• AI-driven self-service troubleshooting
• Smart search and knowledgebase experiences
• Personalized messaging and proactive alerts
• Produce wireframes, user journeys, clickable prototypes, and polished UI
• Conduct user interviews and testing to validate and improve designs
• Maintain a design system and scalable component library
• Ensure accessibility (WCAG 2.1+) across all customer-facing workflows
• Work with Engineering to ensure accurate and high-quality implementation
• Monitor analytics and feedback to drive UX improvements and conversion lifts
Required Qualifications
• 3+ years UI/UX design experience
• Direct experience designing customer portals or self-service web apps
• Experience designing or collaborating on front-end AI or chatbot applications
• Strong portfolio showcasing workflow design, dashboards, and mobile-
responsive UI
• Expertise with Figma, Sketch, Adobe XD, or similar tools
• Knowledge of UX research, usability testing, and data-driven decision making
• Familiarity with accessibility standards and secure design practices
• Strong communication and cross-functional collaboration skills
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Preferred Qualifications
• Experience in utilities, fintech, billing, or customer support solutions
• Comfort working with analytics tools (Hotjar, FullStory, Mixpanel, GA)
• Familiarity with HTML/CSS for developer collaboration (coding not required)
• Experience building or contributing to a design system at scale
• Understanding of NLP-driven chatbot interfaces or AI conversation flows