Principal Client Platform Experience Designer

Wellington Management; Needham (AL); Hybrid; USD 120,000 - 225,000; Full time

Job summary

Wellington Management in Needham is seeking a Principal, Client Platform Product Designer to lead the end-to-end client and employee experience across Marketing, Sales, Onboarding and Servicing. You will shape journeys, align with business needs, and mentor design teams.

You will pioneer Service Design as a formal practice, create wireframes and prototypes, and partner with product and technology to deliver solutions that meet Wellington’s standards and goals. Hybrid in-office schedule.

Responsibilities

• Research and Insights: Monitor usage of client and employee-facing digital tools to inform strategy; conduct client research to understand unmet needs, motivations and pain points.
• Research and Insights: Conduct service design workshops and stakeholder interviews across Marketing, Sales and Servicing to understand workflows, priorities, and KPIs.
• Analysis and Opportunity Identification: Synthesize insights through current-state journeys, service blueprints, and executive presentations.
• Analysis and Opportunity Identification: triangulate data to identify opportunities that deliver value and improve experience.
• Define Experience Strategy and Design: Define future-state client journeys, processes, and digital tools using service blueprints.
• Define Experience Strategy and Design: Create conceptual designs and test them with clients and internal stakeholders.
• Define Experience Strategy and Design: Produce high-fidelity wireframes and prototypes with annotations; socialize them with stakeholders.
• Define Experience Strategy and Design: Break down features into user stories and acceptance criteria with engineering teams.
• Define Experience Strategy and Design: Plan initiatives to optimize ROI and continuously improve experience while reducing friction.
• Experience Governance: Develop and evolve client/employee experience standards and guidelines for design and development.
• Experience Governance: Assess solutions to ensure alignment with best practices and Wellington’s experience standards.
• Leadership and Mentoring: Build service design practices for the enterprise and coach platform teams.

Job description

Wellington Management in Needham is seeking a Principal, Client Platform Product Designer to lead the end-to-end client and employee experience across Marketing, Sales, Onboarding and Servicing. You will shape journeys, align with business needs, and mentor design teams.

You will pioneer Service Design as a formal practice, create wireframes and prototypes, and partner with product and technology to deliver solutions that meet Wellington’s standards and goals. Hybrid in-office schedule.