Principal Product Designer

Charlotte, NC, United States

Our Opportunity

We are seeking a Principal Product Designer with a strong background in Service Design and User Centered Design methodologies to join our team in Charlotte, N.C., or remote within the U.S. As a service-oriented Product Design leader, you will play a key role in shaping the end-to-end experiences of customer service for customers, suppliers, and internal employees. You will be responsible for facilitating discovery and ideation, leading across teams, identifying user experience needs, conceptualizing innovative design solutions, and crafting seamless interactions across various touchpoints.

This position will embrace the vision for AvidXchange, define solutions for complex and ambiguous problems, and craft product and service experiences that aim to be intuitive and efficient for our customers and employees. We are a collaborative, diverse team of product designers, researchers, and content designers who value winning as a team and innovating to change the industry. If you are excited about working in an organization that values the power of design and want to work with the most supportive team around, this is the role for you. Our team is mostly located on the east coast, but we are open to remote candidates for this position.

About You

Customer Obsessed

As an expert in product design and service design methods, you turn your deep knowledge of our customers into products and services that deliver compelling value for both the customer and the business. You have an eye for detail while always communicating with a broad vision to inspire your team and stakeholders. Naturally engaging people at a deep level whether through facilitating, observing, interviewing customers, or working with fellow team members.

Connected as People

You build trust across the organization by helping everyone achieve our shared goals. Those relationships help you push the boundaries of design and product innovation to benefit the customer. Your expertise, careful discernment, and openness to collaboration influence people inside and outside the product design org. You are a visual and verbal storyteller, delivering insights about people and behavior in a way that generates empathy, emotion, and engagement from customers or across teams.

Growth Minded

You recognize opportunities for design to drive change, and you have the judgment to choose between evolutionary and revolutionary solutions. Your judgment allows you to make smart trade-offs and compelling arguments to ensure the best outcome for the customer. When you see an issue, you act quickly and take ownership to resolve it. You enjoy collaborating on products and services that change the way we do business, creating services that scale.

Lead Across Teams

You consider it a calling as a deep expert in design principles and facilitation techniques and to help guide others. You stay on top of new tools and trends to pioneer new methods that improve our design quality and impact the service experience. Your work and style encourage innovation and risk-taking in a safe environment to drive team learning.

What You'll Do

Uncover user needs through research, develop deep insights, generate concepts, and craft how people will interact with the products and services we design.

Collaborate with research, product, and service teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.

Transform customer and business needs into compelling products that have purpose, simplicity, and are feasible to build.

Lead system thinking and service design thinking across a range of products, platforms, and service experiences, with a bias for action and customer focus.

Guide the design process from end-to-end: discovery, research and concept ideation through flows and wireframes to full-fidelity prototype designs.

Facilitate service blueprinting workshops and/or create service blueprints that detail the frontstage and backstage processes, interactions, and touchpoints necessary for delivering the service.

Develop prototypes and mock-ups of new service concepts, including both digital and physical touchpoints. Test these concepts with users to refine and iterate on the designs.

Facilitate other journey or story mapping workshops and meetings with stakeholders to align the experience, business objectives, strategy, and outcomes.

Collaborate with business stakeholders, product managers, developers, content designers, researchers, and other designers.

Clearly present your design process, inspiration, and decisions to stakeholders including senior executives.

Champion cohesion and consistency by delivering and guiding others' designs that promote our organization's experience strategy and use of the design system.

Lead the practice at the intersection between Product Design & Service Design. Extend the craft and share practices across the organization to enable others.

Nurture AvidXchange culture and principles within your team and the design practice.

What we're looking for

10 or more years of experience as a user experience designer, product designer, interaction designer, or similar role with a portfolio demonstrating successful projects

5 or more years of leading large-scale product design initiatives and mentoring others

5 or more years of experience planning, designing, facilitating, and synthesizing workshops

5 or more years creating experience maps, user journeys and service blueprints, interaction models, flows, and wireframes

A track record of delivering high-quality digital products that delivered results and demonstrate the depth of your design skills; illustrated in a portfolio or case studies

Achieved mastery of a core set of design skills in interaction design, information architecture, and user interface design

Strong experience communicating and presenting complex problems clearly

A proven ability to evaluate the customer and business impact of your design decisions

Bachelor's degree, or equivalent, in design, HCI, or related field, or equivalent professional experience within the design field

Bonus Points

Prior experience designing for enterprise or SaaS products

Prior experience using Figma

Prior experience facilitating workshops and service blueprinting activities

Prior experience working on complex problems at a systems level across multiple products

Prior experience designing for customer service problems

About AvidXchange

AvidXchange is a leading provider of accounts payable ("AP") automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they'll tell you our people are at the core of who we are. We focus on creating a culture of Diversity, Inclusion & Belonging, and are proud to be a safe place where teammates can bring their whole selves to work. At AvidXchange, mindset is everything . We are Connected as People , Growth Minded , and Customer Obsessed . These three mindsets represent our culture – who we are, who we've always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we've created a company of over 1,600 teammates working in one of our 5 offices across the U.S., or remotely. AvidXchange is proud to be Certified as a Great Place to Work. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work.

Who you are:

A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.

Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.

Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

What you'll get:

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a publicly traded tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, competitive benefits and equity options. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you' – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you'll tell for years, you've come to the right place.

AvidXers enjoy:

18 days PTO*

11 Holidays (8 company recognized & 3 floating holidays)

16 hours per year of paid Volunteer Time Off (VTO)

Competitive Healthcare

High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage

100% AvidXchange paid Dental Base Plan Coverage

100% AvidXchange paid Life Insurance

100% AvidXchange paid Long-Term Disability

100% AvidXchange paid Short-Term Disability

Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents

Onsite Health Clinic with Atrium Health** - available to Teammates and their eligible dependents

401k Match up to 4%

Parental Leave: 8 weeks 100% paid by AvidXchange***

Discounts on Pet, Home, and Auto insurance

BrightDime Financial Wellness Tool, offered free to teammates

WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers

Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more

Onsite gym fitness center, yoga studio, and basketball court****

Tuition Reimbursement up to the federal maximum of $5,250*****

Hybrid Workplace Flexibility

Free parking

Fully granted from beginning of year, pro-rated if hired mid-year

**Charlotte location only

***Must be full-time for at least 3 months

****Charlotte location only

*****Must be full-time for at least one year

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.

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