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Sr Manager UX

Sr Manager UX

Location 
US-CA-San Francisco
Job ID 
33660

More information about this job

Summary

Esurance’s Customer Experience team is looking for a highly motivated Sr. User Experience Manager to create and maintain modern, innovative, and effortless products that are intuitive and delightful for users. You will bring your thought leadership and UX design skills to create experience standards, vision, and strategy so we can deliver positive user experiences and enhance our company brand value. You and your team will build a robust center of excellence of UX designs and user research that will be used to serve diverse needs across the organization. 

You are an entrepreneur at heart and you use your creative design skills, strong leadership, and teaming abilities to work with a team of user experience designers and user research professionals to create the best in class omni- channel user experiences. You are a hands-on leader that is very comfortable leading, mentoring, and educating all levels of staff on UX designs and user research innovation, latest UX trends and industry best practices.

You will collaborate, team, and report to the Head of Product Design. Join our rapidly growing team and apply for this role and bring your UX design expertise, creativity, and leadership to help us pioneer the path in creating the best in class, visual and interactive UX designs for our users!

Responsibilities

  • Prioritizes and scales services which adapt to the needs of the business and various customer lifecycle touchpoints and channel dynamics
  • Leads strategy and execution of UX design and research for all customer experiences
  • Leads UX designers and user researchers who collaborate as members of cross-functional teams
  • Sources and manages external resources to supplement internal resources efficiently
  • Manages a research team delivering qualitative and quantitative user research, such as heuristic evaluations, in-person & remote usability, task analysis, web analytics reviews, surveys, eye-tracking, and more
  • Integrates company goals and strategic imperatives (e.g. corporate segmentation) into solutions design
  • Develops and integrates personal development and journey mapping with Customer Experience vision and strategy, corporate segmentation, and other corporate goals
  • Drives creation of interaction flows, navigation, storyboarding, IA, wireframes, prototypes, and mockups that meet customer and business needs across all interaction channels (digital and 1:1) including process and systems integration points
  • Leverages internal and external creative teams, ensuring consistency with brand standards, value proposition positioning, and messaging architecture, and considering the experience within the overall customer lifecycle from awareness through loyalty
  • Establishes and maintains user research, UX, and digital UI design standards to ensure consistency and scalability
  • Up to 25% travel

 

Qualifications

  • Ability to solve for diverse user types (customers, prospects, internal associates) and company interests (scalability, growth, compliance), often balancing multiple interests simultaneously
  • Familiarity with modern methodologies including modern user-centered design thinking (e.g. Service Design) and PDLC (e.g. Scrum)
  • Portfolio demonstrating a breadth of solutions design for a B2C company distributing via both digital (web, mobile apps, email, sms) and 1:1 (phone, chat, email) experiences
  • Successful track record designing effortless experiences for diverse users that showed positive economic benefit to companies
  • Demonstrated ability to manage relationships with both internal and external customers and providers
  • Demonstrated ability to work independently and within a collaborative team oriented environment using sound judgment in decision-making and high levels of cross-functional and cross-discipline integration
  • Ability to listen to diverse stakeholders, synthesizing and integrating their feedback while delivering non-obvious solutions and differentiated but right-sized experiences
  • Ability to tell stories that bring users? needs to life and articulate strategic and economic rationales behind UX design recommendations to diverse business audiences
  • Experience leading interdisciplinary teams and partnering with associates at all levels of the organization
  • Strong visual communication and presentation skills
  • Experience as an internal strategist or consultant preferred

Experience / Education

  • Bachelor's Degree and equivalent of 5 years of related UX experience, including fluency with a wide range of UX methodologies and usability principles Knowledge of modern web technologies
  • Preferred Five or more years experience hiring and managing a team

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