Experience Design, Vice President- Personalization and Insights

Experience Design Vice President

Lead the design strategy, ensuring innovative, inclusive, and user-friendly experiences in our product offerings. Shape the future of user experience with strategic design initiatives that blend business needs and user insights.

As an Experience Design Vice President in Personalization and Insights you will play a pivotal role in shaping the user experience across our products and services. Leveraging your deep knowledge of design and research practices to lead strategically important initiatives and develop innovative solutions that align with business requirements and user needs. As a subject matter expert, collaborate with cross-functional teams, guide, and mentor junior designers, and foster a culture of inclusivity and accessibility. Your expertise in experience strategy and inclusive design will ensure that our offerings are not only visually appealing but also accessible and user-friendly, enhancing the overall customer experience.

Job responsibilities

• Develop and execute design/research strategies for complex projects and ensure alignment with business objectives and user needs across multiple product areas

• Diagram service flows and product features, design wireframes, and prototype interactions for key touchpoints as you lead end-to-end design initiatives within a specific domain.

• Role-model the adoption of inclusive design practices and accessibility guidelines, mentor junior designers and foster a culture of diversity and inclusion

• Collaborate with cross-functional teams to integrate user experience design into the product development processes and ensure seamless and customer-centric solutions

• Analyze market trends, gather feedback from user research, and learn from data insights to inform design decisions and optimize user experiences across various platforms and channels

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in user experience design or similar roles

• Demonstrated ability to create visual representations of user journeys, such as storyboarding, wireframes, and prototypes

• Demonstrated experience in inclusive design and accessibility guidelines, with the ability to incorporate diverse perspectives and abilities into design solutions

• Proven ability to develop experiences that meet or exceed the initial proposal of a product or experience, including the development of transformational innovation strategies and the creation of 'north star' representations to drive customer-centric decision-making

• Advanced technical literacy, including an advanced understanding of client-side technologies, APIs, microservices, and the components of the technology stack, as well as their impact on user experience

Preferred qualifications, capabilities, and skills

• Proven ability to coach and align cross-functional partners who are newer to working with design—setting clear expectations, guiding decision-making through ambiguity, and navigating stakeholder friction to deliver outcomes with clarity and trust.

• Experience designing internal enterprise portals / platforms (admin, operations, servicing, analyst, or agent-facing tools) with complex workflows and high information density

• Designs scalable systems (not just screens) with reusable patterns, policy-aligned guardrails/defaults, and clear lifecycle management from creation through deprecation.

• Ability to define and evolve platform UX metrics: time-to-launch for a personalization, cycle time for approvals, error rate, rework rate, adoption/retention, trust signals (dismissals/complaints)

• Brings a compelling point of view to design work, translating decisions into a clear narrative that builds trust and alignment with cross-disciplinary stakeholders.