Director, UX

About the role

As Director, UX Design, you will lead UX strategy and delivery across complex client engagements, turning business goals, customer insight, data, technology constraints, and brand ambition into useful, measurable experiences. This role requires a strategic lead who can also work hands-on: framing problems, facilitating alignment, shaping the experience vision, and creating the artifacts teams need to make decisions and build well.

Responsibilities

• Lead UX workstreams across 0-to-1 and enterprise-level initiatives, from discovery and problem framing through prototyping, testing, delivery, and iteration.
• Translate client business objectives, customer needs, data insights, brand requirements, and technical constraints into clear experience strategies and actionable UX requirements.
• Facilitate client and internal workshops, including discovery, journey mapping, service blueprinting, concepting, design critiques, prioritization, and decision-making sessions.
• Create and direct core UX deliverables: personas/profiles, experience maps, journeys, service blueprints, information architecture, site maps, user flows, content/interaction models, wireframes, annotated prototypes, and presentation narratives.
• Build and maintain enterprise design systems and Figma component libraries, including governance, documentation, component states, responsive behavior, accessibility considerations, and development handoff.
• Prototype solutions at the right level of fidelity to test ideas, align stakeholders, support user research, and guide technology implementation.
• Partner with technology teams to define feasibility, platform constraints, integrations, accessibility, QA expectations, and implementation details.
• Collaborate with strategy, creative, copy, data/analytics, CRM, media, and project management to ensure UX supports customer needs, brand expression, and business outcomes.
• Present UX strategy and design recommendations to clients and senior stakeholders with clear rationale, evidence, and trade-off analysis.
• Lead, mentor, and grow UX designers and supporting resources, including offshore/nearshore partners; set standards for quality, collaboration, communication, and craft.
• Scope UX work, estimate effort, plan deliverables, manage feedback cycles, and identify risks before they become delivery issues.
• Bring a rigorous, human-centered point of view to complex industries and audiences, balancing individual customer needs with brand, legal, compliance, operational, and technical realities.

Qualifications & Skills

• 8+ years of UX, product design, information architecture, or experience strategy experience; agency, consultancy, or complex enterprise experience strongly preferred.
• 4+ years leading UX designers or multidisciplinary design teams, including coaching, feedback, staffing, and craft development.
• Strong portfolio showing strategic UX thinking, complex problem-solving, systems thinking, and shipped or production-ready work across channels.
• Expert-level Figma skills, including design systems, component libraries, prototypes, annotations, developer handoff, and collaborative workflow management.
• Proven ability to move ambiguous business problems into clear experience strategies, deliverables, decisions, and next steps.
• Experience designing cross-channel experiences across web, mobile, email, SMS/messaging, CRM, service, and/or platform ecosystems.
• Strong understanding of responsive design, accessibility, usability heuristics, interaction patterns, content strategy, and front-end implementation considerations.
• Experience planning, supporting, or moderating usability testing and applying findings to improve the work.
• Strong facilitation and presentation skills; able to lead workshops, critiques, client reviews, and stakeholder alignment sessions.
• Comfortable working with research, data, segmentation, analytics, and customer insight as inputs into experience strategy.
• Experience in regulated or complex industries such as financial services, healthcare/pharma, automotive, government, telecom, or enterprise technology is beneficial.
• Experience working with distributed, offshore, or partner delivery teams is beneficial.
• Bachelor’s degree or equivalent professional experience.