Summary
The UX Designer supports the day-to-day design and improvement of JGO’s digital products across the customer journey, from show discovery and ticket purchasing through order management and customer support. Responsibilities include translating business and user needs into flows, wireframes, prototypes, and high-fidelity interfaces; collaborating with designers, engineers, product owners, and stakeholders; addressing requirements and edge cases; and contributing to accessible, consistent design systems across products.
The objective of the role is to make complex experiences feel simple, clear, and trustworthy for a wide range of theatergoers. By improving usability, supporting efficient purchasing journeys, and creating scalable design solutions, the UX Designer helps JGO attract and serve more customers, strengthen engagement and confidence, and deliver digital experiences that can grow across its brands and markets.
Duties and Responsibilities
User Experience and Interface Design
- Design user flows, wireframes, prototypes, and high-fidelity interfaces across browsing, discovery, ticket purchasing, order management, and customer-support experiences.
- Translate user needs, business goals, and technical requirements into clear, practical design solutions.
- Apply strong principles of layout, typography, visual hierarchy, interaction design, and responsive design.
- Consider a wide range of users, use cases, real-world constraints, and edge cases throughout the design process.
Design Systems and Production
- Contribute to the creation, documentation, and maintenance of design systems across multiple products.
- Create and update reusable components, patterns, and design specifications that promote consistency and scalability.
- Complete detail-oriented production work with a high degree of accuracy, organization, and quality.
- Prepare clear design assets and documentation to support successful engineering implementation.
Collaboration and Implementation
- Collaborate closely with the Lead Designer, engineers, product owners, stakeholders, and internal and external partners.
- Participate in design reviews, working sessions, and constructive critiques.
- Communicate progress, decisions, dependencies, and obstacles clearly, early, and consistently.
- Partner with engineers throughout implementation to clarify design intent, resolve issues, and refine the final experience.
Usability, Accessibility, and Quality
- Help simplify complex systems and requirements into experiences that feel clear, efficient, and trustworthy.
- Incorporate accessibility considerations and established standards into design decisions.
- Review implemented experiences for usability, visual consistency, accuracy, and alignment with approved designs.
- Identify opportunities to improve the customer experience across JGO’s products and brands.
Planning and Professional Development
- Balance larger, longer-term initiatives with shorter-term requests and production needs.
- Manage assigned work responsibly and meet agreed-upon commitments and deadlines.
- Seek feedback, test ideas, and iterate on solutions as requirements and understanding evolve.
- Continue developing UX, visual-design, accessibility, prototyping, and product-thinking skills through mentorship, learning, and experimentation.
- Use Figma and approved AI-assisted workflows to support design exploration, iteration, documentation, and delivery.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
- User-Centered Design: Considers user needs, behaviors, and real-world circumstances when developing design solutions.
- Design Fundamentals: Applies sound UX and visual-design principles, including layout, typography, hierarchy, interaction patterns, and responsive design.
- Systems Thinking: Recognizes relationships across products and workflows and creates solutions that support consistency, reuse, and scale.
- Problem Solving: Analyzes complex requirements, constraints, and edge cases and translates them into clear, practical experiences.
- Quality and Attention to Detail: Produces accurate, consistent, and well-organized work and carefully reviews designs before delivery.
- Collaboration: Works effectively with designers, engineers, product owners, stakeholders, and internal and external partners to reach shared goals.
- Accountability: Takes responsibility for assigned work, follows through on commitments, and raises risks or obstacles promptly.
- Adaptability and Prioritization: Balances long-term initiatives with shorter-term requests and responds constructively to changing needs.
- Initiative: Proactively identifies opportunities to improve the product, design process, and customer experience.
- Learning and Growth: Seeks feedback, experiments thoughtfully, and continually develops design, accessibility, technical, and product-thinking skills.
- Pragmatism: Balances customer needs, business objectives, technical feasibility, timelines, and available resources.
- Accessibility Awareness: Considers inclusive-design principles and accessibility standards when creating and evaluating experiences.
- Customer Focus: Understands how design decisions affect customer confidence, usability, and satisfaction throughout the theatergoing journey.
Qualifications aka KSAOs
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skills, abilities, and other characteristics required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge
- Foundational knowledge of user-experience and user-interface design principles.
- Understanding of layout, typography, visual hierarchy, interaction design, and responsive design.
- Understanding of user-centered design processes, including problem framing, exploration, iteration, and refinement.
- Awareness of consistency, reusable patterns, and systems-based approaches to product design.
Skills
- Skill in creating user flows, wireframes, prototypes, and high-fidelity interface designs.
- Proficiency with Figma or the ability to quickly attain proficiency.
- Skill in translating user needs, business objectives, and technical requirements into clear design solutions.
- Strong visual-design, organizational, and detail-management skills.
- Effective written, verbal, visual, and interpersonal communication skills.
- Skill in presenting design concepts and explaining design decisions to technical and nontechnical audiences.
- Skill in documenting designs, interactions, components, and implementation requirements.
- Skill in using standard collaboration, communication, documentation, and reporting tools.
Abilities
- Ability to work from high-level goals and develop them into practical, usable solutions.
- Ability to analyze complex requirements, identify edge cases, and apply sound reasoning to design decisions.
- Ability to collaborate effectively with designers, engineers, product owners, stakeholders, and internal and external partners.
- Ability to receive, evaluate, and incorporate constructive feedback.
- Ability to balance multiple assignments, shifting priorities, short-term requests, and longer-term initiatives.
- Ability to communicate progress, decisions, dependencies, and obstacles clearly and promptly.
- Ability to produce accurate, consistent, and well-organized work.
- Ability to learn new tools, processes, product areas, and design practices.
- Ability to work effectively both independently and as part of a remote, cross-functional team.
Other Characteristics
- Curiosity and a demonstrated commitment to continued learning and professional growth.
- A user-focused mindset and concern for how design decisions affect customers, colleagues, and the business.
- Accountability for actions, commitments, deadlines, and the quality of completed work.
- Professionalism, sound judgment, initiative, and respect for others.
- Openness to experimentation, collaboration, and constructive critique.
- A pragmatic approach that balances user needs, business goals, technical feasibility, and real-world constraints.
- Strong attention to quality, clarity, consistency, accessibility, and detail.
Preferred Qualifications
- Experience with ecommerce, ticketing, or other transactional products.
- Familiarity with accessibility principles and standards, including WCAG.
- Basic knowledge of HTML, CSS, and responsive web design.
- Experience working with or contributing to a design system.
- Experience designing for mobile platforms, including iOS or Android.
Education and/or Experience
Required
- Education, training, or practical experience sufficient to demonstrate a foundation in user-experience and visual-design principles. Relevant experience may be gained through employment, internships, freelance work, apprenticeships, coursework, certification programs, or independent projects.
- A portfolio demonstrating the candidate’s design thinking, process, and ability to develop clear, user-centered solutions—not solely final visual outcomes.
- Experience creating user flows, wireframes, prototypes, or high-fidelity interface designs using Figma or a comparable design tool.
- Experience receiving feedback and iterating on design work in collaboration with others.
- No specific college degree or minimum number of years of professional UX experience is required.
Preferred
- Experience designing ecommerce, ticketing, or other transactional digital products.
- Experience working with or contributing to a design system.
- Familiarity with accessibility standards and inclusive-design practices, including WCAG.
- Basic understanding of HTML, CSS, and responsive web design.
- Experience designing for mobile platforms, including iOS or Android.
- Experience collaborating with product managers, engineers, designers, or other cross-functional stakeholders in a professional, academic, or project-based environment.
Communication Skills
- Communicates clearly, professionally, and proactively with designers, engineers, product owners, stakeholders, and internal and external partners.
- Provides timely updates on progress, priorities, dependencies, decisions, and potential obstacles.
- Presents design concepts and explains the reasoning behind decisions in a way that is accessible to both technical and nontechnical audiences.
- Listens actively, asks thoughtful questions, and confirms requirements before moving work forward.
- Participates constructively in design critiques and working sessions and responds positively to feedback.
- Documents user flows, design specifications, interaction details, and decisions clearly to support implementation.
- Communicates with candor, respect, and empathy, particularly when discussing constraints, tradeoffs, or differing perspectives.
- Adapts communication style and level of detail to suit the audience and situation.
- Collaborates effectively in a remote environment using established communication, documentation, and reporting tools.
Critical Thinking
- Breaks down high-level goals and complex requirements into clear, manageable design problems.
- Identifies user needs, business objectives, technical constraints, dependencies, and potential risks before recommending a solution.
- Anticipates edge cases, error states, accessibility needs, and real-world conditions that may affect the customer experience.
- Evaluates multiple approaches and considers tradeoffs involving usability, clarity, consistency, scalability, effort, and technical feasibility.
- Uses available information, feedback, testing, and sound design principles to support decisions rather than relying solely on assumptions.
- Thinks across the full customer journey and considers how changes to one experience may affect other products, workflows, or users.
- Recognizes when requirements are incomplete or unclear and asks thoughtful questions to establish shared understanding.
- Reviews proposed solutions critically and collaborates with others to improve them when a more effective approach is identified.
- Learns from outcomes and feedback and applies those insights to future work.
Physical Demands
The physical demands described below are representative of those associated with performing the essential functions of this primarily computer-based position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the emp
