Senior Director of User Experience

Director of UX, UI for, CXone Suite at NICE

Job Description

Working under the Vice President of User Experience Design, this design leader will be responsible for integrated user experience of our flagship product, the CXone Suite. Leading in a matrixed environment, this role will direct a team of Designers and Researchers, organized by key user roles, to create seamless and highly efficient experiences for our end-users and by extension for their customers as well. The Director will work with product leadership across the organization to understand roadmaps and feature requests and participate in our bi-yearly effort and resource planning process.

In addition, working with the VP of UX, the Director will create a CXone Suite vision and strategy and evangelize that vision across the enterprise. This vision will inform the design, usability and workflows that are implemented in the Suite. Establishing metrics and measuring improvements in task times, goal completion and ease of use are important areas of focus.

Drawing from their many years of broad user experience design, research and workshop experience, this leader is confident in their own design and leadership skills. The Director can quickly sketch design ideas to break through roadblocks in discussions, lead design and stakeholder workshops, find common ground across disparate teams, and promote their perspective on design, UX, innovation and software design best practices.

While this is a UX leadership role, the position requires direct design ownership of key experience patterns, flows and the development of new and innovative capabilities.

Responsibilities

· Work with Vice President of UX and UX leadership to establish the UX vision and style for the user experiences across the CXone Suite.

· Ownership of the CXone Suite user experience. Create a design governance model that is directive and yet collaborative across teams and stakeholders.

· Lead design reviews with cross-functional teams, provide design leadership, coaching and mentorship to UX team.

· Establish weekly internal design critiques to raise the level of design quality and collaboration across the team.

· Responsible for maintaining a solid understanding of current projects and providing quality checks and best practice reviews of design deliverables.

· Distribute UX resources to maximize impact, and triage late UX work requests.

· Collaborating with product and engineering teams.

· Drive implementation of our design system establishing an interaction and visual design language across the Suite that considers best practices, our unique product vision, and the future of digital experiences.

· Make strategic design and user-experience decisions related to core functions and new features.

· Recruit, hire and manage staffing of the CXone Suite UX team, aligned to current and future project needs.

Requirements

· 20+ years professional experience across all facets of human-centered design and user experience, spanning UX strategy, experience/interaction design, user research, information architecture, and prototyping.

· Demonstrate exceptional communication, presentation and facilitation skills.

· Experience with UX role development and career paths including personal and skill development.

· Experience leading innovation and design workshops (Design SPRINTS, etc.).

· Design Operations leadership experience including cross-discipline collaboration to integrate UX and design processes with SAFe / Agile / Scrum development.

· Has successfully led and delivered major UX projects.

· Solid understanding of accessibility standards as well as internationalization and localization.