Design Experience Manager

Job Description

Accountabilities

• Define and execute the experience strategy and design vision across web and app for assigned digital initiatives.
• Own the end-to-end experience lifecycle - from discovery and problem framing through design, build collaboration, testing, go-live and optimization - remaining accountable for the performance and quality of the live experience.
• Translate business strategy and commercial objectives into customer-centric digital journeys that drive measurable impact.
• Design AI-enabled and data-driven experiences including personalization, predictive recommendations, conversational interfaces, and intelligent automation where applicable.
• Lead discovery, research, journey mapping, usability testing, and experimentation to validate and optimize experience outcomes.
• Continuously monitor and improve performance metrics including conversion, engagement, retention, revenue contribution, and customer satisfaction.
• Simplify complex processes into intuitive and frictionless digital flows.
• Partner closely with Product, Technology, Commercial, Loyalty, Marketing, Operations and Brand teams to ensure cohesive and commercially aligned delivery.
• Contribute to and evolve scalable design systems, governance standards, and best practices across digital touchpoints.
• Advocate for accessibility, usability, security, and customer trust across all digital experiences.
• Elevate the organization’s maturity in AI-enabled and insight-led experience design through structured experimentation and measurable outcomes.
• Be adaptable and responsive to shifting priorities, taking ownership of any digital experience domain as required.

Qualifications

• 5+ years’ experience in Digital Experience Design (UX/UI/Product Design) within high-scale digital ecosystems.
• Proven experience delivering complex transactional or service-based digital journeys with measurable business impact.
• Strong portfolio demonstrating end-to-end ownership from discovery through launch and optimization.
• Demonstrated experience designing data-driven or AI-enabled digital experiences.
• Strong commercial acumen with ability to connect design decisions to revenue, efficiency, and engagement outcomes.
• Experience working in Agile environments and collaborating closely with engineering teams.
• Experience within ecommerce, travel, loyalty, fintech, or high-conversion digital platforms preferred.
• Recognized as a strong collaborator and communicator, capable of influencing cross-functional stakeholders at multiple levels.

Additional Information

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