Product Designer, Safety and Customer Care

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about 4 years old

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At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Our mission is to improve people’s lives with the world’s best transportation. We are working to reshape cities to be built around people, not cars.

As a product designer at Lyft, you will be involved at every step of the product development process, from brainstorming broad ideas to ensuring design quality through launch. Using your full range of interaction, visual, and product thinking skills, you will lead and own an experience for our product teams.

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 product. Our Design and Research teams live and breathe user-centered process 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 impact.

As a qualified candidate, you have a track record of leading projects to successful outcomes for users and the business. You are a strong cross-functional partner, 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 create elegantly simple solutions to multi-faceted problems.

About The Role:

Our Safety and Customer Engagement team is charged with creating trusted user experiences so that when our riders and drivers have a less than perfect experience with Lyft, their issue is resolved quickly and effortlessly.

Through the use of telematics and machine learning, we are able to offer personalized, proactive and contextual services at every stage of a ride. Support itself spans self-help, education, automations and escalations to our Lyft associates.

This role will be working closely with this tech, the design organization, cross functional partners and stakeholders. This opportunity spans our native apps, web and the creation of new tooling to truly consider every touch point along the community journey. 

The team must maintain a high bar for quality while supporting the goal of providing best-in-class customer care at scale. The quality and reliability of this work is fundamental for our riders, drivers and support associates. The challenge is high, but the business can't move to the next level of growth without creating reliable and trustworthy experiences. If you're looking for a unique challenge and the opportunity to make an impact at scale - we would love to meet you!

Responsibilities:

  • Build a best-in-class experience for customers during their most critical moments on the Lyft app.
  • Create tooling for our support associates to investigate and resolve rider and driver issues efficiently and productively
  • Problem solve, think big, and explore divergent concepts/ideas while understanding how to converge and build iteratively towards your vision
  • Collaborate closely with the product design team and cross functional partners in SF, Nashville and beyond
  • Design complex workflows getting down into the weeds on pixel perfect visual design solutions
  • Discover and design for contextual experiences and edge cases
  • Redefine internal and external processes as needed
  • Plan strategically and think tactically as a partner with product and engineering to define future projects 
  • 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

Experience:

  • Experience working in UX, UI, HCI related field
  • Experience designing on multiple platforms (iOS, Android, Mobile web, Desktop, etc)
  • Ability to communicate and coordinate cross-functionally in order to engage stakeholders from across the organization, and at senior levels
  • Ability to balance multiple projects in parallel and manage time effectively
  • Willingness to take initiative, run with projects, and speak up when support and guidance is needed
  • Strong listening, analytical, and organizational skills
  • Excellent storyteller, with strong written/verbal communication and presentation skills
  • Enthusiasm for a team-oriented, collaborative, highly energetic, fun and fast-paced environment
  • Strong interpersonal skills, with the ability to build relationships across functions and locations, and work collaboratively with a variety of stakeholders
  • Highly proficient with design tools (Sketch, Photoshop, Illustrator, etc.)
  • Highly proficient with interactive prototyping tools (Framer, Principle, Origami, Invision Studio, etc.) 
  • Strong systems thinker and problem solver
  • Excellence in design craft with a high visual bar
  • Excited about working in a fast-paced, dynamic startup environment
  • Comfortable working on internal and external facing features
  • Previous platform experience (working across an entire user journey)
  • Previous support related or help experience a plus

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
  • Monthly commuter subsidy to cover your transit to work
  • 20% off all Lyft rides

Lyft is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Lyft does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Lyft will also consider for employment qualified applicants with arrest and conviction records.