Experience Design Manager

Lead a group of Customer Experience Designers, User Experience Designers and Content Strategists responsible for the end-to-end customer experiences for new products/services and improvements to existing products/services and channels. This role is accountable for experience design strategy development, planning and compliance in order to deliver a high quality, low customer effort experience resulting in improved customer satisfaction and growth opportunities.

Essential Responsibilities

Develop/evaluate opportunities to optimize user flows, product experiences and resolve service issues.
Align overall brand standards with user experience design of products/services (eg, UI, UX, copy).
Partner with segment leads customer care, channel managers and product managers to design customer experiences across channels to deliver target performance outcomes (eg awareness, conversion, sales, service experience, etc.).
Drive and champion design needs to leadership. Manage the team to provide prioritization, design facilitation for the organization, prototyping capability and recommendations for product & services experiences in accordance to the brand.
Drive market research requirements.
Responsible for hiring, developing, training, coaching, counseling and rewarding a group of professional employees.

Minimum Requirements

Bachelors degree in business, marketing, project management, psychology, design or related fields or a combination of education and experience providing equivalent knowledge.
9 years of experience in business, marketing, project management, psychology, design or related fields.
Problems faced are usually difficult and extremely complex.
Ability to lead through ambiguity and influence both tactical immediate decisions and longer-term strategies.
Customer led experience; trained in the use of basic CX concepts such as journey maps, design thinking, path to purchase, customer experience metrics and measurements.
Management/Supervisory experience.