• Define the strategy, roadmap, and execution of conversational IVR and related customer interaction experiences. • Serve as the orchestrator between business, customer experience, analytics, quality assurance, and IT teams. • Develop and maintain the conversational IVR roadmap in collaboration with business leaders, CX partners, QA, IT, and cross-functional stakeholders. • Evaluate and incorporate capabilities such as SMS, generative AI, app-based authentication, and other customer interaction technologies into the strategic roadmap. • Identify and prioritize opportunities to expand conversational IVR capabilities across customer journeys and business units based on customer value and operational impact. • Define and own KPIs, success metrics, and monitoring standards for conversational IVR and related experiences. • Partner with analytics and QA teams to create reporting, dashboards, and insight mechanisms that surface performance trends, failure points, and experience gaps. • Lead the design of customer interactions, conversation flows, and system behaviors across IVR, SMS, app experiences, and integrated channels. • Work closely with the internal Quality Assurance team to support human-in-the-loop review processes. • Coordinate technical and non-technical teams to deliver new conversational IVR features, SMS workflows, and integrated authentication experiences. • Oversee UAT for all new capabilities, ensuring accuracy, quality, and alignment with intended experience design and QA standards.

• Diseñar y realizar estudios cualitativos de principio a fin: planificación, ejecución, análisis y elaboración de informes. • Medir tus diseños es algo sagrado para ti. • Representar la voz de nuestros usuarios y entender sus necesidades. • Pruebas con gente real tus diseños y simplificar flujos. • Asociarse con el liderazgo en el equipo de producto, marketing, negocio y tecnología. • Ayudar a definir y priorizar los problemas de los usuarios que necesitamos resolver. • Informar sobre el diseño y la estrategia del producto. • Comunicar los resultados de tu trabajo para el resto del equipo.

• Conduct a UX audit of the current booking flow and competitor analysis (Click&Boat, Zizoo, GetMyBoat, Tubber) • Map current and target Customer Journey Maps for the booking funnel • Run short interviews with clients and/or sales managers to uncover pain points • Design wireframes and prototypes for key screens: search, yacht card, comparison, checkout, payment • Create high-fidelity UI, design system components, and responsive (mobile-first) layouts • Work with analytics (PostHog) to form hypotheses and design A/B test variants • Prepare specs and assets for handoff to frontend development

• Work directly with customers — you’ll have frequent direct contact with customers • Understanding what they actually need — not just what they ask for — is core to the role • Own the research and design process — from planning and running user research through to shipped product • Work on Bets — we use an adapted Shape Up methodology • Build working prototypes in code that explore interactions, test assumptions, and communicate solutions to the team • Define how features work, not just how they look • Contribute to the design system • Collaborate with engineers — working closely on the implementation layer • Collaborate with other designers — participate in design crits and pairing sessions