Senior Manager, Web Customer Experience Design - Remote Eligible

Senior Manager, Web Customer Experience Design

This role is responsible for shaping and elevating the end-to-end digital customer experience across a complex, multi-platform web ecosystem. You will lead the vision, strategy, and execution of UX/UI design across enterprise websites, sub-brand properties, and integrated digital tools used for events, education, membership, and engagement. Acting as both a strategic leader and hands-on design expert, you will define standards, design systems, and experience frameworks that ensure consistency, accessibility, and performance across all digital touchpoints. You will collaborate closely with cross-functional teams including product, IT, marketing, and business stakeholders to align priorities and deliver seamless user journeys. This is a highly influential role where you will serve as the organization's trusted authority on web experience design and optimization. Your work will directly shape how users interact with digital platforms that support a mission-driven, global impact organization.

Accountabilities:

• Lead the end-to-end web customer experience strategy across multiple platforms, ensuring cohesive, intuitive, and scalable digital journeys.
• Define and govern UX/UI standards, design systems, information architecture, accessibility guidelines, SEO/SEM principles, and performance benchmarks.
• Design and continuously improve user journeys, wireframes, prototypes, and high-fidelity interfaces for key digital initiatives.
• Partner with cross-functional stakeholders to align digital experience strategy with business, product, and technology objectives.
• Conduct and synthesize user research, usability testing, and journey mapping to inform data-driven design decisions.
• Establish UX analytics frameworks and KPIs to measure engagement, conversion, and overall user experience performance.
• Guide implementation of design solutions across multiple platforms, including websites, event tools, and digital engagement systems.
• Champion continuous improvement by leveraging data insights, best practices, and emerging technologies including AI tools.

Requirements:

• 7+ years of experience in UX/UI design, web experience leadership, or digital product design roles.
• Proven experience leading enterprise website strategies, redesigns, or multi-site digital ecosystems.
• Strong expertise in UX/UI principles, including wireframing, prototyping, usability testing, and responsive design.
• Experience working within a Center of Excellence or shared services environment is highly valued.
• Strong understanding of accessibility standards (WCAG), SEO/SEM, and web performance optimization.
• Familiarity with tools such as Figma, analytics platforms (e.g., GA4), and digital experience technologies.
• Ability to guide front-end implementation with working knowledge of HTML and CSS.
• Strong stakeholder management skills with the ability to influence without direct authority.
• Experience with event platforms and digital tools such as Cvent, Eventbrite, or similar systems is a plus.
• Bachelor's degree in UX/UI Design, Web Design, Human-Computer Interaction, or equivalent experience.

Benefits:

• Competitive compensation within a defined salary range based on experience and qualifications.
• Comprehensive healthcare coverage including medical, dental, vision, and prescription benefits.
• Employer-covered health premiums with HRA support for eligible medical expenses.
• 401(k) retirement plan with employer matching contributions.
• Generous paid time off including holidays, personal sick days, and vacation time.
• Extended year-end company closure period for rest and renewal.
• Professional development reimbursement to support continuous learning and growth.
• Flexible remote work arrangement within the United States.
• Opportunity to contribute to mission-driven work with global environmental impact.