Lead UX Designer

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving nearly 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live.

We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are whatmakesthat possible. We call ourselves SUPERs
- Successful, United, Progressive, Empathetic, and Reliable-because that’show we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting andretainingtalented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

The LeadUX will own the end-to-end experience strategy and design for customer-facing digital journeys and internal agent workflows across Contact Center and Claims. This is a senior individual contributor role with system-level ownership, deep cross-functional influence, and direct accountability for customer experience (CX), agent experience (AX), and usability-driven business outcomes.

Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

• Define and evolve the experience for customer digital journeys (web, mobile, self-service) and agent workflows (Salesforce, Amazon Connect).
• Translate business and operational goals into cohesive experience strategies and design principles.
• Ensure consistency and coherence across customer- and agent-facing experiences.
• Lead qualitative and quantitative research across customers and agents to uncover unmet needs, usability gaps, and workflow friction.
• Partner with Product, CX, Operations, and Data teams to frame problems based on evidence, not assumptions.
• Synthesize insights into clear journey maps, opportunity areas, and experience hypotheses.
• Design end-to-end experiences, including journeys, workflows, interaction models, and service blueprints.
• Create wireframes, prototypes, and interaction patterns that balance usability, scalability, and technical constraints.
• Contribute to and evolve design systems and reusable patterns across digital and agent platforms.
• Partner with Product and Data to design and evaluate experiments (A/B tests, usability tests, pilots).
• Use behavioral data and usability findings to iterate and improve experiences.
• Validate designs through testing before and after launch to ensure outcomes are achieved.
• Act as the subject-matter expert for digital and agent experience design.
• Influence without authority across Product, Engineering, Marketing, Operations, and Data Science.
• Ensure experiences are accessible, scalable, and maintainable over time.
• Raise the UX quality bar across teams through critique, coaching, and clear standards.

• 5+ years of UX design experience, including 3+ years operating at principal or staff level.
• Experience designing complex…