Define the Enterprise UX North Star.
Ensure a "One Company" feel across disparate platforms (CRM, Mobile Apps, Internal Portals).
Govern the enterprise design to accelerate development while ensuring consistency.
Advocate for "Human-Centricity" in the capital allocation process.
Ensure design standards prioritize "Security by Design," facilitating secure user behaviors.
Act as the connective bridge between App Dev, Marketing, and Operations.
Standardize the "Go-to-Market" process for internal software launches.
Own the product stack to track how features are actually used.
Collaborate with the Cyber Security and GRC team for compliance.
Lead a team focused on digital adoption platform to provide in-app guidance that reduces support tickets and increases task completion rates.
Establish a robust "Voice of the User" program that translates frustration into prioritized backlog items.
Partner with Finance to validate ROI as outlined in the product business case.

Bachelor's degree in Business Management, Computer Science, Psychology or related field OR equivalent years of experience.
15+ years of experience, ideally having led a digital or UX transformation in a complex environment.
Strong experience with field and customer-facing platforms
Proven ability to drive adoption and measurable outcomes
Executive-level communication and influence skills.
Demonstrated experience launching products within highly regulated environments (SOX, PCI, HIPAA, or similar frameworks)
Ability to translate complex technical constraints (Security, Regulatory, Technical Debt) into clear business trade-off decisions for executive leadership
Proven track record of managing a portfolio where success was measured by Net Promoter Score (NPS), Customer Lifetime Value (CLV), or Operational Efficiency (OpEx) savings.
Systems Thinking: Ability to orchestrate complex design systems across disparate platforms (CRM, Mobile, Legacy Web) to ensure a unified user journey and consistent control environment.

Start Day 1 for Full-Time Colleagues
No Waiting Period!
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
401(k) retirement plan with company-matching contributions
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility

Senior Director, Digital Experience – Product Operations

Key skills