Sr. Director/Digital Design
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Key skills for this role
About the Role
e& UAE seeks a Sr. Director of Digital Design to lead the digital experience vision, design strategy, and governance across all customer-facing channels. The role oversees UX, UI, content design, user research, and design operations, establishing a Design Center of Excellence.
Key Skills for This Role
Responsibilities
- Define and drive the digital experience vision across all customer facing digital channels
- Establish customer centric design principles, experience standards, and design frameworks
- Lead multidisciplinary teams covering UX Design, UI Design, Content Design, User Research, and Design Operations
- Own and govern digital experience quality across all digital products and squads
- Define and implement the Design CoE vision, operating model, governance framework, and service catalogue
- Own the enterprise Design System and component libraries
- Lead the design and optimization of digitally initiated customer journeys
- Lead adoption of AI enabled design practices and tools
- Manage strategic design partners, agencies, and external service providers
- Partner closely with Product, Technology, Commercial, Care, Retail, Data, Operations, and Marketing teams
Requirements
- Bachelor's degree in Design, Human Computer Interaction, Product Design, Psychology, Business, Computer Science, or a related field
- 12+ years of experience in Digital Experience, UX, Product Design, Service Design, or Customer Experience related disciplines
- 5+ years leading large scale design organizations
Full Job Posting
Job Description
- Lead the digital experience vision, design strategy, and experience governance across all customer facing digital channels.
- The role acts as the organization's digital experience authority, ensuring alignment of customer needs, business objectives, and technology capabilities.
- Responsible for establishing and evolving Digital Design as a Center of Excellence (CoE).
Digital Experience Strategy
- Define and drive the digital experience vision across all customer facing digital channels.
- Establish customer centric design principles, experience standards, and design frameworks.
- Translate business objectives into experience roadmaps and prioritized initiatives.
- Drive continuous improvement of digital experiences through customer insights, analytics, research, and benchmarking.
- Champion best in class digital experiences aligned with evolving customer expectations and market trends.
Design Leadership
- Lead multidisciplinary teams covering UX Design, UI Design, Content Design, User Research, and Design Operations.
- Build and develop a high performing design organization.
- Foster a culture of innovation, collaboration, experimentation, and customer centric thinking.
- Establish clear career paths, capability frameworks, and talent development programs.
Experience Governance
- Own and govern digital experience quality across all digital products and squads.
- Establish design review frameworks and quality assurance mechanisms.
- Ensure compliance with design standards, accessibility requirements, and experience principles.
- Act as the final authority on digital experience quality and design decisions.
- Define governance processes that balance customer experience excellence with delivery agility.
Design Center of Excellence (CoE)
- Define and implement the Design CoE vision, operating model, governance framework, and service catalogue.
- Establish enterprise wide design standards, methodologies, and best practices.
- Drive consistency across customer experiences through shared frameworks, reusable assets, and centralized design capabilities.
- Develop and govern the organization's Design System, design tokens, component libraries, and experience standards.
- Create scalable processes for design reviews, quality assurance, and experience governance across product teams.
- Establish design maturity frameworks and continuously improve design capabilities across the organization.
- Build shared capabilities including Design Systems, User Research, Accessibility, Content Design, Design Operations, and AI Assisted Design Workflows.
- Enable business units through coaching, training, frameworks, and governance support.
- Promote design thinking and customer centricity across the organization.
- Identify opportunities to leverage AI to improve design productivity, scalability, and operational efficiency.
Design System & Design Operations
- Own the enterprise Design System and component libraries.
- Drive standardization and consistency across web, app, and future digital channels.
- Ensure effective adoption of design systems across squads and delivery teams.
- Partner with Technology teams to drive tokenization, implementation consistency, and scalability.
- Improve efficiency through reusable assets, templates, and AI enabled design workflows.
Digital Journey Excellence
- Lead the design and optimization of digitally initiated customer journeys across key customer touchpoints.
- Identify friction points that impact the success of digital journeys beyond the digital interface.
- Collaborate with Operations, Care, Retail, Fulfilment, and Technology teams to improve journey continuity and customer outcomes.
- Ensure digital experiences accurately reflect operational processes and customer expectations.
- Drive improvements in supporting touchpoints such as order fulfilment, device delivery communications, installation scheduling, service activation, status tracking, and post purchase support interactions.
- Apply service design methodologies to understand and improve cross functional customer journeys.
- Use customer insights, analytics, and operational data to identify journey optimization opportunities.
- Ensure seamless transitions between digital channels and dependent operational touchpoints.
AI & Emerging Experience Innovation
- Lead adoption of AI enabled design practices and tools.
- Explore conversational, agentic, and personalized customer experiences.
- Drive integration of AI capabilities into customer journeys while maintaining usability, trust, and transparency.
- Identify opportunities to improve customer outcomes and operational efficiency through AI powered experiences.
- Establish best practices for AI assisted design and content generation.
Vendor & Agency Management
- Manage strategic design partners, agencies, and external service providers.
- Define delivery standards, performance expectations, and governance processes.
- Monitor vendor performance against quality, speed, innovation, and commercial objectives.
- Ensure effective utilization of external design capacity and expertise.
Stakeholder Management
- Partner closely with Product, Technology, Commercial, Care, Retail, Data, Operations, and Marketing teams.
- Influence senior stakeholders through customer insights, experience strategies, and evidence based recommendations.
- Align cross functional teams around customer centric solutions and experience priorities.
- Communicate experience vision, progress, and outcomes to executive leadership.
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