Director of CX/UX
The Judge Group Inc.

Location: REMOTE
Description:
Position Responsibilities:

• Lead CX planning, design thinking, and customer journey mapping for a global transformational team
• As the person in-charge of the overall customer experience, foresee market changes, changes in customer expectations and strategize to guide the company responding to and driving CX strategy trends.
• Lead the CX team through experience design from beginning to end: conceptualizes new products and features, user flows, wireframes, interactions, high fidelity mockups, prototypes and Design System standards informed by business goals and user research
• Develop customer journey maps and uncover pain points and moments of friction, leading the team in the design and conducting of experiments to validate customer hypotheses and translate findings into actionable insights leveraging design thinking methodologies as a champion
• Director CX should be adept at interpreting and leveraging data insights to constantly enhance the customer experience
• Lead VOC platforms and programs, collecting feedback to derive meaningful insights for improvements to acquire new customers and ensure existing customers have a delightful experience at every interaction while engaging at the senior leadership level, proactively advocating for solutions and managing the customer escalation process
• Encourage problem-solving, strategic thinking and customer-orientation amongst the team
• Act as a thought leader in the Customer Experience space, directing and advising the enterprise on both leveraging customer research to meet strategic goals, and long-term enterprise strategy rooted in customer behavior trends, leveraging VOC,Behavior Data, and Market Insights based on input from Adv. Analytics
• Develop, mentor and manage a team of customer experience designers with deep domain expertise in customer experience journeys and UX best practices
• Partner with Product and Engineering, within and across our Value Stream / Product oriented operating model, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey while liaising with directors or heads of other teams such as Marketing, Sales, Product, Change Management and Development Team to ensure customer-centricity in their respective departmental work

Required Qualification

• 8+ years design experience
• 8+ years people management experience
• Practitioners experience in design thinking and Ecommerce design
• Solid experience managing cross-functional product requirements across product teams
• Proven experience and understanding current and emerging methods for design research and the externalization of consumer patterns
• Proven ability to work cross-functionally in a multi-function and globally based organization
• Proven interpersonal and communication skills
• Experience leading medium to large-sized teams
• Expertise around the latest and emerging technologies
• Bachelor's degree in design, human-computer interaction (HCI), or equivalent professional experience

Desired Technical Qualifications:

• MIRO or like collaboration solution experience
• Experience with the Adobe suite of commerce solutions
• VOC program leadership
• Experience in B2B industry preferred
• Experience giving clear feedback and guidance to team members from high-level product strategy to detailed research, UX & visual design
• Actively lead or managed a variety of research method types and strong understanding of the tools to reach appropriate insights at the given life cycle of a project

Contact: gvanschaick@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com

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