• Lead the full UX design process for your product area—from research and concepts to high-fidelity UI and delivery. • Create user flows, wireframes, interactive prototypes, and polished interfaces using Figma. • Partner with Product and Engineering to define requirements, scope solutions, and ensure smooth implementation. • Plan and conduct research to uncover user needs, motivations, and pain points (e.g., interviews, surveys, diary studies). • Run usability testing and concept validation to inform iteration and improve product quality. • Synthesize findings into insights that shape product strategy and prioritization. • Collaborate tightly with PMs to define problem spaces, frame opportunities, and evaluate trade-offs. • Contribute to product direction by grounding roadmap decisions in user outcomes, experience quality, and data. • Analyze product metrics and user feedback to identify experience gaps and guide continuous improvement. • Contribute to and expand our design system to ensure scalable and consistent UI patterns across the platform. • Advocate for accessibility, usability, clarity, and simplicity in every interaction throughout the user journey. • Promote user-centered thinking across teams and stakeholders. • Facilitate workshops and share insights to align teams around user needs.

• Lead stakeholder research, discovery interviews, and requirements gathering to inform UX and experience strategy • Synthesize user needs, business goals, policy constraints, and technical considerations into clear experience direction • Define experience principles, success criteria, and structural approaches for digital products and services • Develop and own UX artifacts including personas, user journeys, service blueprints, workflows, and information architecture • Define content strategy as part of the overall UX approach, focusing on content structure, hierarchy, sequencing, and clarity • Create and document content models that support scalable, reusable, and accessible user experiences • Define UX and content strategies that account for underlying data models, CMS structures, system integrations, and technical constraints • Shape UX strategy for CMS-backed and data-driven digital systems, including public-facing experiences and supporting administrative or operational interfaces • Collaborate with UX/UI Product Designers to ensure design systems and component patterns align with experience strategy, content models, and system requirements • Review and guide design work to ensure usability, accessibility, and alignment with requirements and constraints • Collaborate with engineers and technical leads to ensure UX and content strategies are feasible and well-integrated into technical solutions • Participate in client workshops and presentations, clearly communicating experience decisions, tradeoffs, and rationale

• Own experience strategy end-to-end across complex digital projects • Lead stakeholder research, discovery interviews, and requirements gathering in ambiguous or politically complex environments • Synthesize user needs, business goals, policy constraints, and technical realities into clear, defensible experience strategy • Define experience principles, success criteria, and structural approaches that guide design and delivery • Develop and own UX artifacts including personas, user journeys, service blueprints, workflows, and information architecture • Define content strategy as part of the overall UX approach, focusing on structure, hierarchy, sequencing, and clarity • Create and document content models that support scalable, reusable, and accessible user experiences • Define UX and content strategies that account for underlying data models, CMS structures, system integrations, and technical constraints • Shape UX strategy for CMS-backed and data-driven digital systems, including public-facing experiences and supporting administrative or operational interfaces • Collaborate with UX/UI Product Designers to ensure design systems and component patterns align with experience strategy, content models, and system requirements • Provide strategic guidance and quality oversight throughout design and implementation • Collaborate with engineers and technical leads to anticipate risks and ensure strategies are feasible and sustainable • Lead or co-lead client workshops and presentations, clearly communicating recommendations, tradeoffs, and rationale

• Shape product outcomes across Delivery & Fulfillment. • Define and refine problem spaces with Product and Ops partners, framing work around clear customer, partner, and business outcomes (e.g., on-time/in-full rates, contact rate, driver success) rather than a backlog of requests. • Lead discovery that’s grounded in the field by partnering with Ops, Support, and Research to understand the realities of delivery and fulfillment: shadow team members, review tickets and calls, synthesize qualitative and quantitative data, and use those inputs to shape roadmaps and design decisions. • Design for multiple users and surfaces at once by creating experiences that work across customer-facing surfaces, partner tools, internal tooling, and driver flows. Ensure handoffs between these users and tools feel intentional, not accidental. • Raise the bar on interaction, systems, and visual design by using Figma to craft user flows, wireframes, high-fidelity mockups, and prototypes. Contribute to and advocate for our design system so delivery and fulfillment experiences feel consistent, scalable, and accessible. • Use data and experimentation to guide iteration to collaborate with Analytics and Product to define metrics, design experiments, and interpret results. Use data and research to decide when to iterate, when to pivot, and when to invest in foundational UX improvements. • Facilitate alignment across disciplines and pods to run workshops, critique sessions, and working sessions that help pods frame problems, explore divergent options, and converge on impactful solutions. Bring Delivery & Fulfillment partners along with clear storytelling and artifacts. • Champion inclusive, accessible experiences to ensure our tools and flows work well for diverse customers, catering partners, drivers, and internal teammates, across devices, environments, and constraints. • Foster a culture of inclusivity and accessibility in our products and within our organization, ensuring our solutions work well for diverse customers and use cases.