• Create user-centric strategies for eCommerce websites and execute them through functional, reliable, usable, and beautiful interfaces. • Work closely with a cross-functional team of designers, developers, researchers, quality analysts, and project managers. • Hands-on in all aspects of User Experience design and development, including gathering and understanding business & user needs, devising user flows, building out detailed annotated wireframes, and high/low fidelity prototypes. • Deliver design with attention to detail and well-organized files. • Study user behavior and the competitive landscape to determine potential opportunities to improve conversion rates. • Integrate quantitative and qualitative data into design solutions. • Effectively communicate with clients and project teams. • Learn to read key metrics and KPIs to provide designs that address business problems. • Collaborate with User Researchers in continuous website experiments by prototyping and testing UX improvements.

• Lead and Scale the Design Function • Build and mentor a high-performing design team spanning product design, visual design, and research. • Establish repeatable design processes that support rapid iteration. • Partner cross-functionally with Product & Engineering to shape roadmaps and define design requirements. • Build a culture of craft, critique, feedback, and collaboration. • Own the End-to-End Consumer Experience • Lead UX across our consumer app and business portal. • Improve activation, first purchase conversion, and repeat purchase behavior. • Conduct user research, usability tests, and data-informed discovery. • Translate qualitative + quantitative insights into clear design direction. • Build and Maintain a Unified Design System • Own the design system that powers Franki across mobile and web. • Drive consistency in components, interaction patterns, and UI standards. • Partner with Brand to align product visuals with our identity. • Ensure best practices around accessibility, responsiveness, and performance. • Design for a Cross-Platform Future (Mobile + Web) • Lead design for the expansion of our web platform experience. • Translate mobile-first patterns into scalable, performant web frameworks. • Support partner integrations and cross-platform behaviors. • Ensure coherence across consumer, business, creator, and partner surfaces. • Elevate Business & Creator Tools • Oversee UX for the Business Portal, Franki+ onboarding, analytics dashboards, and promotional tools. • Design intuitive tools for managing cashback, budgets, insights, and promotions. • Lead design for creator posting flows, templates, and content tools that increase quality and volume. • Simplify complex data into actionable, human-friendly interfaces.

• Lead and develop the Workflow design team • Shape Workflow Zone strategy • Drive design quality and cohesion • Champion operational excellence • Navigate technical complexity • Build for scale and reliability • Advance AI-enabled design practices

• Facilitate process mapping and requirements validation sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state challenges and operational gaps. • Develop comprehensive future-state artifacts—including swim lane diagrams, RACI matrices, SOPs, and workflow documentation—spanning intake, triage, appointment scheduling, secure messaging, and escalation pathways. • Quantify expected benefits and value delivered through redesigned processes, including efficiency gains, quality improvements, and experience enhancements. • Partner with Technology teams to ensure redesigned workflows align with system capabilities, configuration decisions, and user interface requirements. • Support pilot planning and execution by defining success metrics, data collection approaches, and structured feedback loops. • Train frontline supervisors and agents on new processes; gather insights from early adoption and drive iterative refinements. • Develop implementation playbooks to guide consistent rollout across sites and operational teams.