Client Experience Director

Dealer.com

Location: Burlington, Vermont

Type: Full Time

Education: Bachelor's Degree

Experience: Greater than 10 years

The Client Experience Director at Dealer.com reports to and partners directly with the Senior Director of Client Experience and Enterprise Product Operations to engage cross-functionally with key team members throughout the product development lifecycle. Their focus is to: consult with Product and UX team members on their needs, create development programs to educate and develop team members on topics which aim to mature the Product and User Experience (UX) organizations, to define and drive adoption of best practices/standards, and champion cross-portfolio CX/UX initiatives. The person in this role is a key connector and consultant for experience needs across the enterprise, enabling a critical focus on user-centric product design and development.

The person in this role identifies, develops, and administers a range of experience focused initiatives designed to invest in and improve Product and UX (Design, Architecture, and Research) practices across portfolios, how they relate to product management work. Discovery tools and methods have been a mainstay focus of this role, as they are a key intersection between Product and UX.

This is both a strategic and hands-on position requiring a proactive spirit, broad enterprise thinking, and strong problem-solving capabilities. The person in this role works to implement, manage, improve, and scale client-centricity and UX competencies. There is specific focus on accelerating discovery, enabling client/user feedback, driving efficiency, and improving processes that feed the product lifecycle.

The ideal candidate has a proven track record of being a trusted advisor, has a strong background in experience design across a varied landscape, and in working with matrixed teams. Of paramount importance is driving change and improvement, caring for broad needs across the enterprise, making strategic plans, and digging in to execute them.

  • Enterprise UX: Work across portfolio based UX leaders to drive investment in UX as a practice at CAI. Partner with the UX leadership to set expectations for shared plans and execute them. This includes creation of shared Design Principles, championing the Interstate Design System, building consensus on role clarity and career pathing for UX practitioners, promoting knowledge sharing, owning a cadence of ‘moments that matter’ for Principals/People Leaders as well as all UX practitioners to foster community. The CX Director role is responsible for representing Product COE and enterprise UX thinking in discussions that improve alignment, facilitating initiatives to drive efficiencies and consistencies, and overall maturation of UX as a practice
  • Discovery: Support and champion discovery efforts through education on the Double Diamond, Lean Canvas, and methods and tools available for team member use, bringing theory into reality
  • Consulting on UX Needs: Work across CAPTG leaders to help shape UX teams and/or supplement portfolio based UX teams. Consulting support could be: providing team member support to drive or assist in discovery or research, connecting team members with specific needed skills or sharing new methodologies, or facilitating workshops to enable teams to work through problems or complete initiative planning
  • Drive Experience Initiatives: Consult with leaders across CAI to determine areas of highest impact as it relates to how Product and UX can partner with cross-functional teams. This could be through engaging with non-CAPTG teams on feedback, partnering on shared tooling needs, or working with R&MI on shared research needs
  • Measurement: Harden and scale an enterprise measurement process and metrics starting with usability and usefulness, scaling out to other key experience measures with the goal to promote focus on experience as a key part of Product. Own the Annual Product and UX survey used to gage progress on client centric, product team focus areas.
  • Human Centered Design: Infuse HCD throughout all work, actively participate in Mural Community of Practice, and assist in sourcing speakers from CAI to share their experiences / success. Work with CAPTG teams to continue scaling the training offerings and look for other means to scale adoption across CAI
  • Tooling: Manage UX tool vendors, as well as internal Vendor Management and Procurement relationships and contribute to decisions for new tooling needs as well as renegotiations and renewals.
  • People Management: This role manages 3 direct reports with varied responsibilities across CX research, tools, discovery best practices, as well as measurement instrumentation and architecture, common data layer work, and behavioral data gathering.
  • Enterprise Stewardship: Partner with Product COE and other teams internal to the CAPTG to coordinate efforts and promote awareness for UX initiatives.

WHO YOU ARE

The candidate must have a proven track record of compelling storytelling and creating engaging content. They must think in terms of how to meet diverse needs while driving enterprise cohesion. They also must be technical and creative, while understanding what a role a Product organization plays in a technology company.

Education:

  • Bachelor’s degree (required)

Experience:

  • 10+ years of professional experience as a UX Designer/Product Manager with a product that necessitated an experience focus, or as a User Experience professional who worked very closely with product management across the product lifecycle
  • 5-7 years of experience specifically in the technology space with a software company practicing scaled agile
  • An extensive background in successfully navigating matrixed environments, managing initiatives with diverse stakeholders without explicit reporting structures to drive success
  • Strong empathy, leadership, facilitation, negotiation skills
  • Established and respected as a trusted advisor
  • Direct involvement in driving continuous improvement and large operational change management initiatives
  • Strong ability to build key relationships and contribute to the enterprise vision at Cox Automotive
  • Strong ability to assess capabilities, gaps, and build plans for addressing training needs
  • Certified in Human Centered Design

Working knowledge of:

  • How to successfully manage 3rd party vendors
  • How to successfully plan and execute tool/vendor evaluation and selection

Nice to have:

  • Experience working in a Center of Excellence
  • Human Centered Design Facilitator or Instructor Certification
  • Consulting experience
  • Knowledge of Lean (Six Sigma) concepts, certification not required

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