Financial management tools should demonstrate the same care and craft as consumer software, designed with contemporary user- and human-centered practices. This transformation requires research and design influence and contributions at the highest organizational levels. Working alongside our Managing Directors, the Director, User Experience leads efforts that cross Commerce Payments.

As a Director of User Experience Design, for our Commerce Payments team, you will be working with senior leadership to understand product and experience strategy, collaborating with cross-functional peers to turn that strategy into a set of product development workstreams, and leading multiple, adjacent design teams in delivering on that strategy, maintaining high standards of quality, and ensuring users remain at the heart of all decisions within Commerce Payments. Strong candidates will be comfortable facilitating, guiding, and mentoring teams to be more customer-centric, experimental, holistic, and to constantly challenge themselves to deliver outstanding new experiences. Directors that succeed have a strong diplomatic bent, using relationship skills to bring non-designers into the work, and uphold the values and quality standards in a stakeholder-rich environment.

Job Responsibilities

• Partner with product, engineering, and business leaders across products to plan roadmaps, gather requirements, and structure work for multiple product lines, and looking forward up to one year
• Drive creation of new product and business strategy at the intersection of user needs and business goals, spearheading the development of experience-led visions (“north stars”) for multiple related Lines of Business
• Work the broader organization to make the change needed to realize the product and business strategy
• Build and manage a design organization—operates through leverage and at scale
• Realize success in your work primarily through business outcomes
• Coach your direct senior leadership on what to unblock, in order to realize success at scale
• Collaborate with technology leadership to address problems at the software architecture level
• Create strategic design deliverables such as strategy decks, customer journeys, visions of future experiences and evangelize these cross-product “blueprints” across teams
• Diagram cross-product line experience
• Decompose strategy and vision across products across product lines, guiding each product line as to how they fit in the larger vision
• Communicate expectations within your design team for standards of quality through establishing a vision, providing creative direction, and conducting critique
• Go beyond standard UX project planning to specify program plans that operate at multiple scales (weeks, months) at once, and look forward up to two years
• Prepare design team members for presenting their work to others
• Work with design, research, program management, and product leaders on process for product development
• Advance Chase’s practice in craft capabilities, internally through mentorship and training, externally through writing and conference presentations

Required Qualifications, Capabilities, and Skills

• Degree in relevant design discipline (e.g., Interaction Design, HCI, User Experience Design), certification from credible bootcamp or similar accelerated learning program, or equivalent work experience
• Prior experience leading design organizations that shipped impactful products
• Experience leading the design of complex products, services, and/or product suites (complex means: multiple platforms or channels; multiple audiences to address; complicated information and data to manage and make clear)
• Experience leading a program of work across multiple teams through full product development cycles in discovery, concepting, prototypes, specifications, and enablement across design teams
• Established and evangelized user-centered and human-centered design approaches
• Experience working with executives on crucial, fuzzy, ambiguous, ‘Big Picture' strategic challenges that touch many teams
• Understands Operating Committee-level (the most senior in the company) strategy, and how the LOB strategy connects with that, as well as current industry dynamics

Preferred Qualifications, Capabilities, and Skill

• Expertise in core craft skills such as Interaction Design, Service Design, and Information Architecture
• Strength in adjacent skills such as User Research, UX Writing, and Prototyping
• Strong facilitation skills and experience employing a variety of methods and techniques to run complex design-led workshops
• Deep expertise in journey and service mapping, storytelling, product design, problem framing and solving design problems
• Able to show how their understanding of technical constraints and opportunities informed design solutions
• Strong presentation skills that showcase ability to articulate strong design rationale, connect design decisions to broader strategic and business decisions, and compel executive stakeholders to action