Okta is looking to transform its customer self-service experience across Okta and Auth0 platforms by improving the effectiveness of its Support Centers and Community platforms, aiming to directly influence key business metrics such as case deflection and self-service success, and integrating traditional self-service content with emerging AI-powered solutions.
Requirements
- Expert-level proficiency with Figma and responsive design principles
- Experience working with or contributing to design systems for large-scale products
- Deep understanding of designing self-service support portals and online community platforms for technical users
- Strong analytical skills with the ability to define success metrics such as click-through rates and case deflection
- Proven experience in conducting mixed-methods UX research to gather actionable insights
- Experience designing for AI-powered tools, generative AI interfaces, or intelligent agents (preferred)
- Basic knowledge of front-end technologies such as HTML and CSS to facilitate collaboration with development teams
Responsibilities
- Lead UX research initiatives to identify user pain points, needs, and behaviors, especially on high-traffic pages
- Develop and articulate a strategic design vision to improve user experience and key business outcomes
- Design high-fidelity wireframes, detailed user flows, and interactive prototypes for complex projects
- Balance traditional knowledge base search with innovative AI-powered solutions to enhance self-service
- Ensure all design work adheres to brand standards and maintains high visual fidelity and consistency
- Collaborate closely with Product Management, Engineering, and Content teams to ensure design feasibility and quality
- Present and defend design solutions, providing data-driven rationale aligned with business goals
Other
- Minimum of 5+ years of experience in UX/UI design, particularly in complex, strategic projects
- Excellent user empathy skills, with a demonstrated ability to translate complex user needs into intuitive designs
- Iterate on designs based on user testing, performance data, and stakeholder feedback to optimize outcomes
- Stay updated on emerging design trends and incorporate best practices into ongoing projects
- Inclusive and diverse workplace culture that encourages innovation and collaboration
