Product Designer - Customer Care

At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start in our own community by creating an open, inclusive, and diverse organization. We are reshaping cities to be built around people, not cars.

As a product designer at Lyft, you will be involved at every step of product development, from brainstorming broad ideas to ensuring design quality through launch. In this role, you will lead and own the experience for Customer Care. This is a pivotal role on the Customer Platform team, where you’ll be devising the best way to detect and mitigate issues as they happen, saving drivers and riders time and minimizing effort by providing enhanced outcomes. Our aim is to be a retention driver of key members of our community by ensuring they have the best experience in the industry. 

In a lot of ways, we function as a startup, meaning we all work closely and collaboratively across organizations to align on product vision and ship products. Our Design and Research teams live and breathe user-centered processes to create the best possible, end-to-end, experience for millions of Passengers and Drivers daily. We can be scrappy when we need to be, though we are always focused on quality and influence.

As a qualified candidate, you have a track record of designing successful solutions for users and the business. You are a strong cross-functional partner, a great communicator, and are able to take a solution from idea to implementation. You uphold a high-quality bar and have a strong appreciation for the details. Above all, you approach problems holistically and strategically and create elegantly simple solutions to multi-faceted problems.

Responsibilities:

• Problem solve, think big, and explore divergent concepts/ideas while understanding how to converge and build iteratively towards your vision.
• Plan strategically and think tactically as a partner with product and engineering to define the future of the team.
• Influence the shape of the product with research and data while executing design work using high quality wireframes, mockups, user journeys, and cross-platform interactive prototypes.
• Advocate for design by sharing your work and presenting cross-functionally, while being able to precisely articulate design rationale.
• Inspire the entire team (including your cross-functional) partners by bringing new ideas to the table.
• Create a unified, end-to-end experience through close collaboration with team members from across the Product and Marketing Design Teams. 

Experience:

• 4+ years of experience working in UX, UI, HCI related field with experience working on mobile
• Experience designing on multiple platforms (iOS, Android, Mobile web, Desktop, etc)
• Experience with messaging and customer relationship management products is a plus.
• Highly proficient with design and prototyping tools (Sketch, Figma, Principle, Invision etc.)
• Excellent oral and written communication skills
• Excellence in design craft
• Ability to work with a low-ego, highly collaborative, cross-functional team
• Excited about working in a fast-paced, dynamic startup environment

Benefits:

• Great medical, dental, and vision insurance options
• In addition to 11 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
• 401(k) plan to help save for your future
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
• Pre-tax commuter benefits
• Lyft Pink -  Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment  without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. 

Until further notice, Lyft employees working in the United States and Canada in any capacity (on a daily or hybrid schedule, remote, or as a visitor) are required to provide proof of full vaccination against COVID-19. Employees are considered fully vaccinated two weeks after completion of the entire recommended series of vaccination (usually one or two doses) with a vaccine authorized to prevent COVID-19 by the federal Food and Drug Administration (FDA), including by way of an emergency use authorization. Lyft will maintain records associated with your vaccination history in a way that is compliant with all relevant Federal, state and local laws. Exceptions to this requirement are employees who require religious or medical exemption as approved through Lyft's accommodations process. New employees must provide proof of full vaccination or receive an accommodation exception approval prior to their start date.