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Senior Manager, User Experience

Senior Manager, User Experience

US-CA-San Francisco
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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!


Who You Are

  • You’re a fantastic visual and interaction designer with a proven record of accomplishment in delivering high quality customer friendly, interactive design software into users’ hands
  • You have a user-centered, reality-based approach to product and UX design
  • You have endless curiosity and tirelessly advocate for customers throughout the product lifecycle; you know a great customer experience when you see and use it
  • You lead always, whether it is directly or through your stellar personal influence; You have experience leading, managing, and mentoring a growing UX design team
  • You are strategic design practitioner – you hold yourself and your team’s designs accountable for meeting business metrics while also creating great consumer-grade user experiences
  • You have a keen ability to see the big picture AND can’t wait to dive into the nitty gritty;
  • You are self-motivated, empathetic, and self-aware, with a giant side helping of humor and fun
  • You are detail-oriented with strong organizational and project management skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently
  • You have strong communication, problem-solving, facilitation and presentation skills and can present UX design methods, designs, and research to all levels of the organization

What You'll Do

  • Lead strategy and execution of UX design and research for all customer experiences
  • Prioritize and scale services which adapt to the needs of the business and various customer lifecycle touchpoints and channel dynamics
  • Lead solutions for diverse user types (customers, prospects, internal associates) and company interests (scalability, growth, compliance), often balancing multiple interests

  • Lead cross functional team of UX designers and user researchers, establish user research, UX, and digital UI design standards to ensure consistency and scalability

  • Manage a research team delivering qualitative and quantitative user research, such as heuristic evaluations, in-person & remote usability, task and web analytics, reviews, surveys

  • Integrate company goals/ strategic imperatives (e.g. corporate segmentation) into designs

  • Develop and integrate persona development and journey mapping with Customer Experience vision and strategy, corporate segmentation, and other corporate goals

  • Drive 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

  • Leverage 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

  • Identify opportunities to create and improve the UX designs of our products– from planning and making the case for new technology or features, identify, and resolve usability issues

  • Help prioritize the overall product roadmaps, working closely with the marketing team, visual design / brand team, and engineers and identify key metrics and measures for success

  • Help define and design A/B tests to improve user experience and key business metrics

  • Lead UX team in creating high quality innovative user interface designs, mockups, and prototypes according to release schedule deadlines, reviewing the work of team members

  • Lead UX team in analysis to balance business needs, customer needs and technological capabilities when designing the customer-facing aspects of website/mobile features

  • Lead UX team in evaluating market research reports and performs competitive analysis to apply findings for future website/mobile requirements and design





What we hope you’ll have

  • 5+ years’ experience managing a UX team working in a fast paced, digitally oriented environment related to consumer services, preferably in a regulated industry
  • Strong portfolio, with a focus on web and mobile application design
  • Bachelor’s degree in Human-Computer Interaction, Cognitive Science, Psychology, Interaction Design, Communication Design, or a related field; Masters preferred
  • Ability to articulate strategic rationale behind UX design recommendations
  • Demonstrated knowledge of consumer-focused web/mobile platforms and web analytics
  • 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

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