At Mr. Cooper Group, You Make the Dream Possible.
Our purpose is simple: Keeping the dream of homeownership alive. As a Mr. Cooper Group team member, you play a big role in making that dream possible. Around here, we know our roles and work together, volunteer to make a difference, and challenge the status quo when needed. Everything we do is in the care and service of our teammates and our customers.
Join us and make the dream of home ownership possible!
The Principal, Experience Design Strategist, is responsible for creating solutions that meet customer needs, align with business priorities, bring the brand to life in meaningful ways, and promote digital and mobile adoption—all in a manner that is easy to use, efficient and as simple as possible for our customers. You will work collaboratively with key stakeholders and lead teams taking a project from discovery & conception, through analysis, prototyping and testing, iterative design, and finally to implementation, ensuring the customers’ view remains the focus but also delivering extraordinary value to the business.
As a senior member of XD team, you will help align the design team, product & business stakeholders around a vision for each product initiative within the servicing or originations business units at Mr. Cooper, and then ensure that the vision helps guide all phases of the experience across the product lifecycle—modifying and refining as appropriate. This will include facilitation of discovery and design-thinking workshops, concepts, architecture of products & interoperability between products and systems, service design, customer & market research, data analysis, workflows, initial design briefs and relentless attention to the customer experience across the product lifecycle.
You are the primary architect, advocate, protector, and keeper of the customer experience. And while you have great experience-gained intuition about what works and doesn’t, you are deeply analytical and rely on data and insights to make decisions and place strategic bets.

Core Job Duties & Responsibilities

• Lead discovery and design thinking sessions to articulate experience vision, identify requirements, uncover opportunities and insights, and align key stakeholders.
• Clarify, define & articulate purpose, goals, objectives & key performance measures, as well as key customer groups that will benefit from the experience.
• Gather, review, analyze and distill research, data, analytics that will inform all design activities—beginning early in the process, continuing through design, development, launch and beyond.
• Clearly & persuasively communicate learnings, insights and areas of opportunity to various stakeholders.
• Understand requirements and ensure the team has sufficient understanding to implement—working with stakeholders to advocate for key aspects of experience in roadmap prioritization.
• Variously use and create appropriate XD design tools: journey & experience maps, heuristic analyses, site/app maps, architectural diagrams, personas, sketches, wireframes (from lo- to hi-fidelity), storyboarding & prototypes, among other appropriate utilities and processes.
• Create high-level concepts that demonstrate feature viability & clearly show connection to experience we are trying to deliver.
• Serve as product visionary with ability to inspire other designers, product managers, architects, engineers & business stakeholders. You can work across multiple products—intensely focused and engaged in high-priority work—but able to efficiently shift priorities to meet business and stakeholder needs.
• Provide expert guidance & strategy on continuity of experience across multiple touchpoints—from responsive web to mobile & emerging platforms.
• Envision, design and deliver compelling, end-to-end customer experience solutions for multiple products and platforms, from assessing and defining customer needs to delivering concepts, to defining and elevating features, to presenting and evaluating prototypes, to addressing customer feedback.
• Understand & incorporate comprehensive customer communication strategy across all appropriate aspects of the experience—including active, passive & blended methods of delivery.
• Work with developers and software engineers, project managers and QA—engaging throughout design/build process to ensure highest possible outcomes for products.
• Support customer insights initiatives, including focus groups, design validation, usability testing and ethnographic/observational research.

Desired Knowledge, Skills, Abilities & Experience

• 7+ years of digital design experience. You understand the evolution of your craft over time and appreciate what works and what doesn’t across a diverse customer population.
• Extensive, high-profile web, mobile, and connected device design experience.
• Deep understanding of digital capabilities and platforms, mobile application design and development, and the ability to make strategic recommendations that match customer needs, business goals and team capabilities.
• Industry-leading experience design skills with a high-caliber portfolio of work.
• You can work at the right level of fidelity to move the product forward—from Lo-Fi sketches to Hi-Fi prototypes—appropriate to the need and situation (and you have the judgement and communication skills necessary to get buy-in on your professional recommendations).
• Wide-ranging experience creating storyboards, concepting and improving user process flows, as well as other appropriate design artifacts.
• Broad history with experience audits, market research and heuristic analysis.
• Proficiency with Figma and various presentation and prototyping tools is critical. Ability to create compelling presentations using Keynote and/or PowerPoint are essential.
• You have significant experience with highly complex, transactional digital experiences that are seamless across touchpoints.
• You are a master at presenting designs, solutions and other work to various stakeholders in a compelling and persuasive way. And while you have every reason to expect your recommendations will be accepted, you are skilled at pivoting when key decision-makers redirect.
• Ability to solve problems creatively and effectively.
• Flexible, collaborative & able to challenge assumptions that might be limiting progress.
• You are not only up-to-date with the latest digital trends, techniques, and technologies—you are helping establish new and emerging standards. And you are an expert at creating design paradigms and patterns to improve efficiencies within the product design team & speed customers to tasks by familiarity & consistent exposure.
• Strong history of working in an Agile/Scrum development model.
• BFA/BA/BS/MS in Design, Human Centered Design, Interaction Design, Psychology, Human Behavior, Behavioral Science/Economics, or related field of study. The right combination of relevant experience and education may be substituted for specific degree requirement.

Appendix
Deeply analytical and highly creative, you look for insights that drive opportunities You are equally comfortable working at the conceptual level and paying attention to every micro interaction and opportunity as the product moves into subsequent phases. This role is player-coach, so you can expect to actually be providing appropriate documentation and design artifacts to move the process along (from lo- to hi-fidelity) and ensure design has what they need to execute. You have industry-making work in your portfolio and understand financial services in a way that shows up in your thinking and delivery.
You will be responsible for a number of products that have great volumes of data, frequent changes and require summarization and categorization with drill downs and expansions. The complexity and depth of the data require creative and innovative interactions for the users to understanding what they are viewing, analyzing and impacting. This multidiscipline position requires a systems-savvy person that is equal parts: experience architect and free thinker. You are, at heart, a problem solver that teams look to for guidance and direction and who can work with an increasingly diverse range of people with varying levels of talent and expertise.
You will follow a customer-centered design process, understanding real customers—their goals, aptitudes, experiences, needs, motivations, and context. In this role you will approach design in a manner that finds the harmony between customer needs and desires, business goals and objectives, and technical capabilities. You will be working closely with product managers, their teams and software developers to determine necessary features and drive the design of products. You will play a key role in translating industry experts’ insights and customer needs into great design that addresses requirements and creates elegant solutions that are embraced by customers.
Mr. Cooper Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran. EOE/M/F/D/V
Job Requisition ID:
023640
Job Category:
Information Technology
Primary Location City:
Dallas
Primary Location Region:
Texas
Primary Location Postal Code:
75019
Primary Location Country:
United States of America
Additional Posting Location(s):

• Lead discovery and design thinking sessions to articulate experience vision, identify requirements, uncover opportunities and insights, and align key stakeholders.
• Clarify, define & articulate purpose, goals, objectives & key performance measures, as well as key customer groups that will benefit from the experience.
• Gather, review, analyze and distill research, data, analytics that will inform all design activities—beginning early in the process, continuing through design, development, launch and beyond.
• Clearly & persuasively communicate learnings, insights and areas of opportunity to various stakeholders.
• Understand requirements and ensure the team has sufficient understanding to implement—working with stakeholders to advocate for key aspects of experience in roadmap prioritization.
• Variously use and create appropriate XD design tools: journey & experience maps, heuristic analyses, site/app maps, architectural diagrams, personas, sketches, wireframes (from lo- to hi-fidelity), storyboarding & prototypes, among other appropriate utilities and processes.
• Create high-level concepts that demonstrate feature viability & clearly show connection to experience we are trying to deliver.
• Serve as product visionary with ability to inspire other designers, product managers, architects, engineers & business stakeholders. You can work across multiple products—intensely focused and engaged in high-priority work—but able to efficiently shift priorities to meet business and stakeholder needs.
• Provide expert guidance & strategy on continuity of experience across multiple touchpoints—from responsive web to mobile & emerging platforms.
• Envision, design and deliver compelling, end-to-end customer experience solutions for multiple products and platforms, from assessing and defining customer needs to delivering concepts, to defining and elevating features, to presenting and evaluating prototypes, to addressing customer feedback.
• Understand & incorporate comprehensive customer communication strategy across all appropriate aspects of the experience—including active, passive & blended methods of delivery.
• Work with developers and software engineers, project managers and QA—engaging throughout design/build process to ensure highest possible outcomes for products.
• Support customer insights initiatives, including focus groups, design validation, usability testing and ethnographic/observational research