Director, User Experience

3 weeks ago

Fort Worth, United States First Command Financial Services Full time

How will your role impact First Command?

The Director of User Experience will lead efforts to elevate client sentiment and product design through a profound understanding of user needs and behaviors. This role will collaborate closely with client experience, product, technology, and marketing teams, leveraging customer research and stakeholder insights to drive the creation of innovative solutions. The Director will not only shape the design and strategy of First Command's client, advisor, and employee experiences, products, and services during the discovery phase but also focus on measuring the success of these endeavors. Additionally, the Director will play a pivotal role in maturing the UX practice within the organization by championing design thinking methodologies and fostering a culture of continuous improvement.

What will you be doing? Define the vision, strategy, and implementation of user experiences across all products and touchpoints, with a focus on measurable outcomes. Lead and mentor a team of UX professionals, providing guidance and support in research methodologies, design principles, and project execution. Oversee the planning and execution of user research activities, including usability testing, persona development, and journey mapping, to inform design decisions and validate solutions. Define and establish best practices for user experience design, ensuring consistency, accessibility, and usability across all digital touchpoints. Drive the adoption of design thinking methodologies within the organization, fostering a culture of innovation, collaboration, and continuous improvement. Collaborate with product management, engineering, and marketing teams to integrate user experience considerations into product roadmaps and development processes. Synthesize various research sources (market data, VOC, analytics, etc.) to provide informed recommendations for direction and strategy, and measure the impact of implemented solutions. Advocate for client-centricity across the organization, fostering a culture of empathy and understanding, while also implementing mechanisms to track and assess user satisfaction. Generate original concepts that prioritize simplicity and user-friendliness while aligning with brand standards, and refine designs based on user feedback and iterative testing. Ability to facilitate Design Thinking sessions with product teams to uncover innovative solutions, and establish processes for evaluating the success of these initiatives. Communicate regularly with the organization to highlight initiatives supporting user experience objectives, and provide insights on areas for improvement. Identify key improvements in user experience that drive process optimization and efficiency across the organization, and establish mechanisms for ongoing measurement and refinement.

Supervisory Responsibility Will be responsible for all talent and performance management duties for the user experience team. Will lead, develop, coach and mentor the user experience team

What skills/qualifications do you need? Education Required: Degree in user experience, HCI, graphic arts, communications or business or commensurate work experience

Work Experience Required: 10+ years experience in research, design & innovation Required: Experience managing and mentoring a team of UX professionals in a fast-paced, collaborative environment. Preferred: Experience in maturing UX practices within an organization, including the implementation of design thinking methodologies.

Required Knowledge, Skills and Abilities Deep understanding of user-centered design principles, methodologies, and best practices, with a focus on delivering intuitive and engaging digital experiences. Strong leadership and team management skills, with the ability to inspire and motivate team members, foster a collaborative culture, and drive results. Proven ability to integrate user insights into product and service strategies, and measure the impact of implemented solutions on user satisfaction. Demonstrated track record of leveraging insights to deliver transformative user experiences, and establishing processes for ongoing measurement and refinement. Understanding of various research methodologies and their application throughout the product development lifecycle, with a focus on measuring user satisfaction and success. Experience conducting workshops to gather business and technical requirements, identify gaps, and explore opportunities, while establishing mechanisms for evaluating the success of design thinking initiatives. Ability to create usability test plans and define business and UX KPIs for measurement, with a focus on continuous improvement and refinement. Up-to-date knowledge of design, user experience research, and product market trends, with a focus on establishing best practices for measuring and optimizing user experiences. Familiarity with the latest UI trends, techniques, and technologies, and their impact on measuring and improving user satisfaction. Excellent visual design skills with a keen understanding of user-system interactions, and a demonstrated ability to measure and improve user satisfaction over time. #LI-NC1

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