Director, UX Research and Design

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s Core Values are built around safety, service, equity, sustainability, and culture. Each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Technology Innovation Department (TID) at the MBTA is a design-led technology team focused on making our transit system easy for all riders to use. The Director UX Research and Design establishes strategic direction for the user experience (UX) Research and Design capabilities within their assigned program, such as Fares Technology, Transit Technology, or Rider Tools, manages team resource allocation across UX initiatives, and leads teams in delivering program outcomes that advance MBTA’s mission. The Director sets the vision and standards for UX work, defines long-term strategies for achieving department outcomes, and provides input into strategies across other MBTA departments. This role oversees the UX capability and ensures alignment with broader organizational goals.

Duties & Responsibilities

• Establish and execute the strategic direction of UX Research and Design within the assigned program, defining how design capabilities advance program outcomes and support MBTA riders and front-line, operations, or maintenance staff.
• Define and implement UX standards, principles, and quality frameworks that guide cross-functional teams in delivering value.
• Establish UX Principles & Design Standards and ensure adoption.
• Lead the integration of modern UX best practices, service design methodologies, usability heuristics, accessibility standards (WCAG), and human-computer interaction principles.
• Define the scope and approach for complex, strategic design initiatives.
• Lead collaboration with other design leaders to ensure consistency across TID.
• Lead and develop research and design staff (including contracted staff) on those teams, including organizational planning, performance management, position descriptions, hiring, and professional growth as applicable.
• Determine staffing strategy and resource allocation to meet program outcomes.
• Allocate UX resources across initiative based on strategic priorities.
• Hire and onboard new design team members.
• Administer performance review processes.
• Mentor and coach staff on encouraging and maintaining healthy team dynamics.
• Investigate performance concerns and implement corrective actions.
• Build strategic relationships within the department, with stakeholders across the MBTA, and in the industry to ensure that our work is aligned with the agency’s mission and to influence best practices beyond TID.
• Define and own strategic plans for UX capabilities, including establishing and monitoring metrics, setting roadmap direction, and ensuring execution.
• Define Program Outcomes in partnership with Senior Directors and Program leadership.
• Lead designers and cross-functional teams in achieving outcomes and goals.
• Identify and address unrealistic or non-user-focused goals, escalating risks and proposing solutions.
• Guide strategic thinking across the organization towards user-centered program outcomes.
• Provide strategic direction on major procurements; manage vendors and hold them accountable to outcomes.
• Lead the execution of capital projects that advance areas of operational responsibility by working closely with program managers and administrative staff. Monitor capital financial reports, including by conducting basic financial forecasting. Occasionally manage small capital rollouts directly.
• Observe operations of product teams and attend team rituals.
• Identify and make plans to address team-level challenges and process issues.
• Facilitate better communication and coordination among design and engineering teams.
• Facilitate better coordination on cross-team UX initiatives.
• Identify the right mode of operations (alignment, delivery, etc.) for UX based on phase of work.
• Represent UX Research and Design in strategic discussions, responding to inquiries and information requests in a professional and timely manner.
• Escalate all risks in a clear and timely manner; determine and implement solutions to address risks.
• Communicate strategic recommendations regarding organizational or operational challenges affecting outcomes at the program level.
• Define and articulate standards for how technology is developed and used to serve the public effectively, influencing practices across programs and departments.
• Practice and uphold TID’s working agreements, which are essential to the department’s success.
• Perform all other duties and projects that may be assigned.
  
  

Supervision

• Supervises up to eight (8) User-Experience, User-Interface, and/or Service Designers, and Researchers.
  
  
  

Minimum Requirements & Qualifications

• Bachelor’s degree from an accredited institution in software design or a related field.
• Seven (7) years of UX experience in agile software design working in a cross-functional design-led software development team.
• Five (5) years of leadership, managerial, and/or supervisory experience leading multidisciplinary UX teams.
• Expertise across UX disciplines and methods.
• Experience working on cross-functional teams, including program, product, and engineering in multiple settings.
• Demonstrated ability to assess when to follow or deviate from UX standards based on broader organizational and user needs.
• Demonstrated knowledge and experience applying UX best practices, service design, usability heuristics, accessibility standards (WCAG), and human-computer interaction.
• Ability to provide understanding and examples of how individual design decisions fit into the larger ecosystem of the product, business, and user journey.
• Effective organizational, analytical, confidentiality, multi-tasking and time management skills.
• Previous experience designing workflows and procedures.
  
  
  

Substitutions Include

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor's degree requirement.
• An associate degree from an accredited institution and additional three (3) years of directly related experience substitutes for the bachelor's degree requirement.
• A master's degree in a related subject may substitute for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience
  
  
  

Preferred Experience And Skills

• Experience in public sector, transportation agency, and/or civic technology team.
  
  
  

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.
  
  
  

Disclaimers and Definitions:

• General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
• Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
• Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
• Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
• Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
• Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
• Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
• On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
• Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
• ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or hradaaa@mbta.com .
• Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer . For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions .
• Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.