Manager, UX

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

• This job is a member of the Digital Customer Experience team within the Customer Experience Organization at American Airlines. We're a multidisciplinary User Experience (UX) team that drives the user experience for our customer and employee facing 
  applications.
• In this position, you will play a pivotal role in shaping the user experience across our products. Whether leading cross-functional product teams or spearheading our Design Operations efforts, your expertise will be instrumental in driving user-centric design practices and fostering a collaborative environment.
• You will guide your team in crafting seamless and intuitive experiences, leveraging user research, industry best practices and a deep understanding of our users' needs.
• You will also champion design excellence, streamline processes and foster a culture of continuous improvement, ensuring our products remain at the forefront of usability and innovation.

What you'll do

This list is intended to reflect the current job, but there may be additional essential functions (and certainly non-essential job functions) not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate, observing any legal obligations including any collective bargaining obligations.

• Recruit, hire and manage a team of UX professionals.
• Provide mentorship, guidance and feedback to team members, helping to develop others.
• Foster a collaborative and innovative team culture, promoting continuous learning and professional growth.
• Work across our digital delivery channels, platforms and partners with other UX leaders to ensure products are aligned to the customer journey using holistic and unified processes to enable design at scale.
• Enable your team to deliver data-driven designs informed by research that instill quality in all UX deliverables.
• Partner with stakeholders and product teams to influence roadmaps and direction for product or design operations work.
• Enable Design Operations to implement and maintain design processes, best practices and guidelines to enable design at scale.
• Oversee the UX processes from concept to implementation, ensuring adherence to user-centered design principles and iterative improvement.
• Collaborate with your partners and stakeholders to build customer-centric products using a unified UX process.
• Advocate for user-centric and design thinking practices across the organization.
• Work through interdependencies across the teams you support to deliver cohesive experiences across the digital ecosystem.
• Identify and mitigate risks, remove roadblocks and proactively address issues that may impact product delivery.
• Manage resource allocation to ensure efficient delivery while balancing the workload of your team.
• Stay up to date on the latest trends in UX, Agile and product-based methodologies and seek to continuously improve by sharing your knowledge with others

All you'll need for success

 

Minimum Qualifications – Education & Prior Job Experience 

• Bachelor's degree in visual design, interactive design, human computer interaction, human factors engineering, computer science or other related discipline, or equivalent experience
• 5+ years as a UX professional with a proven track record at large enterprises or highly matrixed organizations
• 3+ years coaching and mentoring others in a small to medium sized team

 

Preferred Qualifications – Education & Prior Job Experience

• Master's degree in visual design, interactive design, human computer interaction, human factors engineering, computer science or other related discipline, or equivalent experience
• 7 years of experience as a UX Manager in a fast-paced environment where UX Operations enables product work to be delivered by the UX team efficiently and with quality
• Experience working in the aviation industry
• Experience managing complex interdependent experiences using agile processes

 

Skills, Licenses, and Certifications

• Able to evangelize and demonstrate results across the company