Define and execute the enterprise UX and CX vision aligned to company strategy
Establish scalable design systems and standards for consistent experiences
Build and lead a rigorous, mixed-methods research practice
Own the end-to-end customer journey from onboarding through renewal
Oversee UX design delivery across all products (IA, interaction design, visual design, prototyping)

12+ years of progressive experience in UX, user research, and/or customer experience, including 4+ years in senior leadership managing multi-disciplinary teams
Expertise in human-centered design, mixed-methods research, and end-to-end CX strategy
Strong experience operationalizing Voice of the Customer programs and CX measurement frameworks (NPS, CSAT, CES)
Advanced knowledge of accessibility standards, Agile product development, and cross-functional collaboration
Advanced degree in HCI, Design, Cognitive Psychology, Business, or related field (or equivalent professional experience)

Senior Director, User Experience, Research & Customer Experience

Key skills