Senior Director, User Experience, Research & Customer Experience
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Job Description
Senior Director leading user experience and customer experience initiatives at Altus Group. Defining strategy and execution across the product lifecycle with a focus on human-centered design.
Responsibilities:
- Define and execute the enterprise UX and CX vision aligned to company strategy
- Establish scalable design systems and standards for consistent experiences
- Build and lead a rigorous, mixed-methods research practice
- Own the end-to-end customer journey from onboarding through renewal
- Oversee UX design delivery across all products (IA, interaction design, visual design, prototyping)
Requirements:
- 12+ years of progressive experience in UX, user research, and/or customer experience, including 4+ years in senior leadership managing multi-disciplinary teams
- Expertise in human-centered design, mixed-methods research, and end-to-end CX strategy
- Strong experience operationalizing Voice of the Customer programs and CX measurement frameworks (NPS, CSAT, CES)
- Advanced knowledge of accessibility standards, Agile product development, and cross-functional collaboration
- Advanced degree in HCI, Design, Cognitive Psychology, Business, or related field (or equivalent professional experience)
Benefits:
- Competitive compensation
- Incentive and bonus plans
- Total rewards package prioritizing mental, physical, and financial well-being
- Professional development opportunities through the Altus Intelligence Academy
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