Senior Customer Advocate at Boldr, Hybrid in Mexico
Boldr
Boldr is seeking a senior customer advocate to deliver empathetic support across multiple channels, resolve technical issues and escalations, and improve customer experience operations.
Open
Gravity Global is a brand-to-demand marketing agency working with innovative companies to turn brand attention into measurable growth. Its multidisciplinary team combines creative strategy with media, digital design, user experience optimization, public relations, and performance marketing. The agency develops brand identities and digital experiences designed to strengthen customer engagement across a range of industries. As a marketing, media, and consulting employer with a team of 501–1,000 people, Gravity Global offers opportunities for professionals interested in integrated brand and demand-generation work.
UX Designer (Texas, Remote)
Lead discovery, UX strategy, and design handoff for complex website experiences. Help Gravity Global deliver digital experiences that support client growth and measurable outcomes.
Description
- Lead client discovery and UX strategy engagements through stakeholder interviews, requirements gathering, audience and journey analysis, heuristic reviews, competitive research, and experience audits.
- Convert business objectives, user needs, content requirements, analytics, SEO considerations, and technical limitations into actionable UX recommendations.
- Develop information architecture, user journeys, functional requirements, sitemaps, wireframes, prototypes, and experience principles.
- Present strategic recommendations and align client and internal stakeholders around experience decisions.
- Ensure UX recommendations strengthen conversion, accessibility, usability, content findability, and the overall digital experience.
- Recommend conversion rate optimization opportunities, define test hypotheses and variants, conduct A/B tests, and communicate results.
- Manage UX workstreams from initial discovery through design handoff.
- Serve as the UX contact for assigned clients by managing expectations, facilitating working sessions, and incorporating feedback.
- Work with project management, strategy, content, SEO, visual design, development, analytics, and account leadership teams.
- Surface risks, dependencies, and unresolved decisions, then recommend actions to maintain project momentum.
- Evaluate deliverables for quality, consistency, accessibility, usability, and adherence to the approved strategy.
- Prepare handoff materials for visual design, development, QA, and launch, including requirements, decisions, flows, and interaction details.
- Collaborate with Gravity’s global Digital Experience team across the US, UK, and Vietnam.
- Help develop reusable UX frameworks, templates, playbooks, and documentation.
- Represent UX and UI in planning, scoping, estimation, new business, and client growth discussions.
- Keep current with UX practices, accessibility standards, AI-enabled experiences, search behavior, personalization, analytics, and digital platforms.
- Advance UX methods, tools, deliverables, and client-facing offerings.
- Apply AI and automation thoughtfully to research, synthesis, iteration, documentation, and quality assurance.
- Maintain project documentation, time records, status updates, and administrative records.
- Take part in meetings, training, knowledge sharing, recruitment, and agency-wide initiatives.
Requirements
- Usually bring at least five years of professional UX experience, especially with complex B2B websites.
- Demonstrated success leading client-facing UX strategy and delivery for websites, digital platforms, applications, or other complex digital products.
- Hands-on experience with discovery, requirements definition, information architecture, journey mapping, wireframing, prototyping, and design handoff.
- Background in an agency, consultancy, product organization, or similarly complex environment with multiple stakeholders and competing priorities.
- Experience managing client relationships, facilitating workshops, presenting recommendations, and guiding senior-level decisions.
- Experience collaborating with distributed, cross-functional, and international teams.
- Strong command of UX strategy, user-centered design, information architecture, interaction design, and responsive digital experience principles.
- Understanding of conversion rate optimization, including developing recommendations and variants and running A/B testing programs.
- Proficiency with Figma and comparable tools for wireframing, prototyping, documentation, and collaborative review.
- Ability to turn unclear business and user challenges into structured recommendations, requirements, and deliverables.
- Working knowledge of accessibility, usability testing, analytics-informed UX, SEO, content strategy, design systems, and web development considerations.
- Ability to manage several client engagements and deadlines simultaneously.
- Comfort working under tight timelines while balancing multiple clients across different industries.
- Preferred experience with B2B, enterprise, or complex multi-market digital experiences.
- Preferred experience with usability testing, accessibility audits, CRO, personalization, or website analytics.
- Preferred familiarity with Sitecore, Adobe Experience Manager, WordPress, HubSpot, or other enterprise CMS platforms.
- Preferred experience with design systems, component libraries, modular content models, or composable architectures.
- Preferred experience applying AI tools to research, synthesis, prototyping, content, or experience optimization.
- A relevant UX, accessibility, or research certification is desirable.
Benefits
- Competitive compensation and rewards aligned with local market practices.
- Continuous performance management supported by regular feedback and coaching.
- Flexible working arrangements.
- Generous paid time off.
- Ongoing training and learning opportunities.
- Social and team-building activities.
- Recognition for length of service and life milestones.
- Gravity Gratitude “kudos” recognition program.
- Family-friendly policies, including parental leave.
- Access to wellbeing resources.
- Employee resource groups focused on wellbeing, sustainability, and culture.
- A supportive, inclusive, and rewarding work environment.
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