Senior Director, User Experience, Research & Customer Experience (Remote, US)

📋 Description

• • Altus Group Limited is seeking a visionary and strategic Senior Director, User Experience, Research & Customer Experience to lead and define the enterprise-wide approach to human-centered design and customer-centricity across its entire product portfolio and client lifecycle.
• • This pivotal leadership role is responsible for establishing and scaling a high-performing function that drives measurable improvements in product usability, client satisfaction, and overall business outcomes.
• • You will champion the integration of design, research, and customer experience principles throughout the product development lifecycle, from initial discovery and ideation through to final delivery and ongoing iteration.
• • A key aspect of this role involves fostering a robust culture of empathy, continuous experimentation, and data-informed decision-making across cross-functional teams.
• • You will collaborate closely with Product Management, Engineering, Customer Success, and Commercial leadership to ensure a cohesive and impactful customer journey.
• • **UX & CX Vision and Strategy:**
• • Define and execute a compelling enterprise-wide UX and CX vision that is intrinsically aligned with the company's strategic objectives and product roadmaps.
• • Establish and maintain scalable design systems and comprehensive standards to guarantee consistency, quality, and a seamless user experience across all Altus Group products.
• • Act as a senior executive advocate for the customer, ensuring their needs and perspectives are central to all product and investment decisions.
• • Translate complex research insights into actionable strategic recommendations that significantly inform product development and broader business direction.
• • **User Research Excellence:**
• • Build, mentor, and lead a rigorous, mixed-methods user research practice capable of supporting the entire product lifecycle.
• • Develop and implement robust research standards, governance frameworks, and quality assurance protocols to ensure the integrity and impact of research findings.
• • Conduct in-depth competitive UX/CX analysis to identify key opportunities for product differentiation and market leadership.
• • Seamlessly integrate qualitative research insights with quantitative analytics to provide a holistic and data-driven foundation for decision-making.
• • **End-to-End Customer Experience Ownership:**
• • Take ownership of the entire customer journey, from initial onboarding and adoption through to renewal, retention, and fostering client advocacy.
• • Define, monitor, and strategically improve key CX metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and churn rates.
• • Lead and operationalize a comprehensive Voice of the Customer (VoC) program to systematically capture, analyze, and act upon client feedback.
• • Drive initiatives to enhance onboarding and adoption experiences, thereby accelerating client value realization and time-to-benefit.
• • **Experience Design & Delivery Oversight:**
• • Provide strategic oversight for UX design delivery across all product lines, encompassing information architecture, interaction design, visual design, and prototyping.
• • Establish and enforce high UX quality standards, including adherence to accessibility requirements and best practices.
• • Actively partner with Product and Engineering teams to influence roadmap planning, prioritization, and feature development.
• • Proactively track and manage design debt as an integral component of the overall product strategy and development process.
• • **Stakeholder Engagement & Team Leadership:**
• • Effectively communicate the UX, research, and CX strategy, vision, and impact to executive leadership, internal stakeholders, and external clients.
• • Represent the UX/CX function in critical client engagements, advisory boards, and strategic workshops.
• • Build, lead, mentor, and develop a high-performing, multi-disciplinary team of UX designers, user researchers, and CX specialists.
• • Manage budget planning, resource allocation, and align team capacity with evolving business priorities and strategic goals.
• • This role offers a competitive compensation range of $175,000 - $215,000, plus additional compensation such as bonuses, equity, and a comprehensive benefits package. The company fosters a high-trust, high-performance culture with opportunities for professional growth, mentorship, and access to advanced learning resources through the Altus Intelligence Academy. Altus Group is committed to inclusivity and accessibility, providing a flexible work model and ensuring equal opportunities for all applicants.