Responsibilities include but are not limited to:

Lead the definition and evolution of end-to-end digital experiences and platforms, ensuring they are cohesive, intuitive, and scalable across products and channels.
Apply systems thinking to connect customer needs, product capabilities, technology, and operational processes into unified solutions.
Establish and maintain standards, frameworks, and best practices that elevate quality, consistency, and efficiency across the organization.
Influence strategy, prioritization, and decision-making across cross-functional teams without direct authority.
Design and improve complex customer journeys, addressing friction points across digital, physical, and assisted touchpoints.
Drive the integration of emerging technologies, including AI, into customer experiences and internal workflows in a responsible and effective way.
Use data, research, and performance insights to identify opportunities, inform decisions, and continuously improve experience and platform outcomes.

Qualifications

Required Skills:

Strong systems thinking with the ability to connect customer experience, technology, and operations.
Deep understanding of UX principles, interaction design, and digital customer journeys.
Demonstrated ability to influence cross-functional teams in a matrixed organization.
Excellent communication and storytelling skills, especially for complex concepts.
Ability to define long-term experience vision while balancing near-term delivery priorities.

Required Experience:

High School diploma or GED equivalent and a minimum of 8 years in digital product management, UX design, service design, or related fields.
Proven experience working on digital platforms or ecosystems spanning multiple products or channels.

Preferred Experience:

Principal, Service Designer

Key skills