UI/UX Designer (Customer Portal + AI)

Job Description UI/UX Designer (Customer Portal + AI)

Location: Remote or On-Site

Department: Product & Design

Employment Type: Full-Time

Role

We are seeking a talented UI/UX Designer with customer-portal experience and a strong

understanding of how to design front-end AI experiences. In this role, you will create

intuitive, accessible, and modern user interfaces for web and mobile portals used by

utility customers. You will focus on building self-service journeys that simplify billing,

payments, service requests, usage, and communication preferenceswhile also

shaping new AI-powered interactions within the portal.

You'll collaborate with Product, Engineering, and Customer teams to translate complex

workflows into simple, human-centered experiences that increase adoption, reduce

support volume, and elevate customer satisfaction.

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Responsibilities

Lead UI/UX design for customer self-service portals across web and mobile

Design intuitive workflows for:

Billing & payments

Usage dashboards and consumption insights

Outage reporting and service requests

Notifications and communication preferences

Onboarding and account management

Create UI and interaction patterns for AI-powered features, such as:

Virtual agents and chatbot interfaces

Predictive usage insights and recommendations

AI-driven self-service troubleshooting

Smart search and knowledgebase experiences

Personalized messaging and proactive alerts

Produce wireframes, user journeys, clickable prototypes, and polished UI

Conduct user interviews and testing to validate and improve designs

Maintain a design system and scalable component library

Ensure accessibility (WCAG 2.1+) across all customer-facing workflows

Work with Engineering to ensure accurate and high-quality implementation

Monitor analytics and feedback to drive UX improvements and conversion lifts

Required Qualifications

3+ years UI/UX design experience

Direct experience designing customer portals or self-service web apps

Experience designing or collaborating on front-end AI or chatbot applications

Strong portfolio showcasing workflow design, dashboards, and mobile-

responsive UI

Expertise with Figma, Sketch, Adobe XD, or similar tools

Knowledge of UX research, usability testing, and data-driven decision making

Familiarity with accessibility standards and secure design practices

Strong communication and cross-functional collaboration skills

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Preferred Qualifications

Experience in utilities, fintech, billing, or customer support solutions

Comfort working with analytics tools (Hotjar, FullStory, Mixpanel, GA)

Familiarity with HTML/CSS for developer collaboration (coding not required)

Experience building or contributing to a design system at scale

Understanding of NLP-driven chatbot interfaces or AI conversation flows