Lead UX Designer

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The Lead UX will own the end-to-end experience strategy and design for customer-facing digital journeys and internal agent workflows across Contact Center and Claims. This is a senior individual contributor role with system-level ownership, deep cross-functional influence, and direct accountability for customer experience (CX), agent experience (AX), and usability-driven business outcomes.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:

• Define and evolve the experience for customer digital journeys (web, mobile, self-service) and agent workflows (Salesforce, Amazon Connect).
• Translate business and operational goals into cohesive experience strategies and design principles.
• Ensure consistency and coherence across customer- and agent-facing experiences.
• Lead qualitative and quantitative research across customers and agents to uncover unmet needs, usability gaps, and workflow friction.
• Partner with Product, CX, Operations, and Data teams to frame problems based on evidence, not assumptions.
• Synthesize insights into clear journey maps, opportunity areas, and experience hypotheses.
• Design end-to-end experiences, including journeys, workflows, interaction models, and service blueprints.
• Create wireframes, prototypes, and interaction patterns that balance usability, scalability, and technical constraints.
• Contribute to and evolve design systems and reusable patterns across digital and agent platforms.
• Partner with Product and Data to design and evaluate experiments (A/B tests, usability tests, pilots).
• Use behavioral data and usability findings to iterative and improve experiences.
• Validate designs through testing after and after launch to ensure outcomes are achieved.
• Act as the subject-matter expert for digital and agent experience design.
• Influence without authority across Product, Engineering, Marketing, Operations, and Data Science.
• Ensure experiences are accessible, scalable, and maintainable over time.
• Raise the UX quality bar across teams through critique, coaching, and clear standards.

We're Excited if this is You!

Experience and Qualifications of the Role:

• 5+ years of UX design experience, including 3+ years' operating at lead or staff level.
• Experience designing complex customer-facing digital products and internal enterprise/agent tools.
• Proven experience supporting digital transformation initiatives.
• Strong expertise in journey mapping, interaction design, and service design.
• Deep understanding of human-centered design applied to both customers and operators.
• Comfort working with ambiguity and shaping problems after solutions exist.
• Comfortable operating with high autonomy and accountability.
• Able to influence senior stakeholders and align teams around experience direction.
• Direct, thoughtful communicator who gives and receives candid feedback.
• Experience designing within Salesforce platforms
• Familiarity with Contact Center environments and workflow-heavy systems is a strong plus.
• Strong understanding of accessibility, usability standards, and modern design systems.
• Experience in subscription or membership-based businesses is a plus.

Computer Skills Needed to Perform the Job:

• Proficiency in Microsoft O365, Figma, Jira, Fullstory.

Education:

• Bachelor’s degree in Engineering, Design, HCI, or equivalent practical experience.

Certificates, Licenses, Registrations:

• N/A

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $125,970 - $185,000 USD Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies:

Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers.

Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Action Orientated - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Dealing with Ambiguity - Can act in ways that seem contradictory; is very flexible and adaptable when facing tough calls; can combine seeming opposites like being compassionately tough, stand up for self without trampling others, set strong but flexible standards; can act differently depending upon the situation; is seen as balanced despite the conflicting demands of the situation.

Functional / Technical Skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Organizational Agility - Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.