VP, Digital Servicing UX Leader

Job Description:

Role Summary/Purpose:

Synchrony’s User Experience Group empowers both customers and clients to meet their goals and aspirations with innovative product experiences. We leverage our expertise, methodologies and customer data to create simple and delightful experiences that fulfill user-centered journeys. We are powered by our supportive and collaborative UX team culture and enabled by Synchrony’s commitment to investing in user experience and creating engaging digital experiences. Our designers are given the guidance and autonomy they need to do the best work of their careers.  

As the Digital Servicing UX Leader, you will be responsible for defining and executing user experience strategies for our digital servicing channels, including Vista, Peaks, Manage My Account/Alerts, Universal Login, PayPal Servicing and Pay with Synchrony. In this highly collaborative role in a complex matrix organization, you will partner with Product, Digital, TechOps and other key stakeholders to ensure timely design and delivery of best-in-class features and capabilities to market. Additionally, your responsibilities will include managing and developing a team of UX and UI designers, adhering to visual and brand standards, and fostering a strong, positive team culture.

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

UX Strategy & Collaboration

• Partner with train leaders, product managers, and product owners to deliver on company’s digital strategic goals

• Present to and persuade senior executives and leaders to adopt UX strategies and recommendations

• Define UX strategies per channel, including creating/maintaining channel personas, UX backlogs, and ecosystem alignment

• Monitor and work with stakeholders to improve key channel KPIs and OKRs

• Collaborate closely with UX leadership on cross-channel strategic alignment and consistency of user experiences between channels

• Collaborate closely with UX leadership on the refinement and execution of consistent user-centered design processes across the enterprise  

Design Delivery

• Refine and clarify PI candidate scope requirements, including participating in pre-PI planning to help assess effort and define UX activities needed to complete PI candidate

• Coordinate and drive collaboration with stakeholders from multiple departments to conceptualize and iterate on large-scale, high profile complex projects out in front of agile team rhythms

• Organize/lead design sprints and workouts to gain organizational clarity on complex features/capabilities

• Measure, track and work to improve PI candidate design completeness before the start of the PI (PI design readiness)

• Accountable for PI candidates getting to design complete during the PI

Team Performance

• Act as people manager for a team of UX and UI designers, including hiring, onboarding, retaining and developing talent

• Accountable for team’s timely delivery, quality of work and professionalism

• Work with UX Creative Director to ensure team adheres to visual and brand best practices and standards

Culture & Leadership

• Assist in driving team culture to keep high GPTW scores

• Deliver on UX department strategic priorities and special projects

• Mentor junior level designers, interns and/or BLPs

• Bring a strong positive attitude to UX teams and projects

Qualifications/Requirements:

• Bachelor’s or associate’s degree in UI/UX, HCI, graphic design, psychology, marketing, information technology, or similar area, or related certifications

• 10+ years of experience in user experience, information architecture, user experience architecture, or interaction design or in lieu of degree 12+ years of experience 

• 2+ years of UX leadership/managerial experience

• Strong understanding of user centered design, design thinking and related methodologies

• Strong understanding of UX research and usability testing methodologies

• Strong communication and collaboration skills

• Strong time management and organizational skills

• Strong executive presen