Product Designer

Choice Hotels International • Scottsdale, AZ

2d • Hybrid

About The Position

Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Product Designer on the Digital Commerce team. Digital Commerce builds and improves the digital experiences our guests use to book and manage their stays, as well as the internal tools our Customer Care team relies on to support them. As a key member of this team, you will design intuitive, accessible experiences that make booking easier for guests and make it easier for our Customer Care agents to help them. This role is an individual contributor role that will report to Todd Bromley. You will have 6 peer teammates and collaborate with cross-functional departments on a regular basis.

Requirements

• Bachelor's degree in Design, Human-Computer Interaction, Psychology, Human Factors, Computer Science, or a related field, or equivalent experience.
• 2-5 years of experience in UX or product design, creating web, mobile, SaaS, or employee-facing digital products.
• Experience designing internal tools, dashboards, or customer support/service workflows is strongly preferred.
• Proficient in Figma, FigJam, and modern prototyping and design-handoff workflows.
• Working knowledge of accessibility standards (WCAG), responsive design, and inclusive design practices.
• Comfortable using AI-assisted tools such as Copilot, ChatGPT, or Claude to support design work, paired with strong human judgment.
• Strong communication skills, with the ability to explain design decisions and research findings to technical and non-technical audiences.
• Demonstrates key competencies including customer focus, collaboration, and problem solving.

Responsibilities

• Design user journeys, task flows, wireframes, prototypes, and high-fidelity designs for guest-facing web and mobile products, as well as internal tools used by our Customer Care team.
• Partner with Customer Care to understand agent needs, call workflows, and service recovery moments, and translate those insights into clearer, more efficient internal tools.
• Support the integration of AI-powered chat features, guided response tools, and knowledge-support experiences that help agents work faster and more consistently.
• Apply human-centered design methods to simplify complex workflows, balancing guest needs, business goals, and technical feasibility.
• Plan and support user research, including stakeholder interviews, usability testing, and journey mapping, and turn findings into clear design recommendations.
• Design, prototype, and hand off work in Figma using Choice’s established design systems, component libraries, and accessibility standards.
• Collaborate with Product Managers, Engineers, Researchers, Analysts, and other designers throughout discovery, delivery, and optimization.
• Communicate design rationale, research insights, and trade-offs clearly to both technical and non-technical partners.
• Contribute to UX audits, heuristic evaluations, and accessibility reviews, and support experimentation and A/B testing tied to measurable outcomes.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level