Summary

The Senior Director, Design & Experience will lead enterprise experience and design with responsibility for delivering a consistent, seamless, and joyful end-to-end experience. You will lead an internal team, as well as agency relationships, for both strategic and tactical efforts. This role is ultimately responsible for ensuring every internal and external journey and asset, whether digital or physical, is on brand and easy to use.

WHY Jewelers Mutual:

We are a financially secure, exceptionally positioned, and intellectually curious company driven by our core values of Agility, Accountability and Relevancy! We continue to raise the tide of the jewelry industry we’ve served since 1913 through our innovative people, our unyielding customer commitment, and evolution of our products and services to be the most trusted advisor to all we serve.

With a generous benefits package, office locations throughout the United States, and a mantra of “making your mark today”, consider evolving your career and shining bright with Jewelers Mutual Group!

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Collaborate with Marketing, Product, Technology, Analytics, Customer Research and other cross-functional internal and external stakeholders – including Sales, Operations, Finance, and Legal – to support the strategic roadmaps that deliver best-in-class personalized customer experiences.
• Champion omnichannel integrated solutions (print, iOS, Android, responsive, etc.) that drive efficiency.
• Serving as a strategic thought leader, closely collaborating with cross-functional partners to define our strategic roadmap.
• Socialize concepts; meeting face-to-face with business leaders, stakeholders, and customers to develop new products and features, solicit ideas, and garner feedback.
• Manage and standardize design language and usability testing processes and procedures to support ongoing improvements, usability intuitiveness, compatibility, localization, and input from voice of the customer feedback loops.
• Build, measure, and learn via rapid prototyping, development, and testing with real users, using data to iterate and drive strategic decisions.
• Pushing boundaries by spreading a contagious energy and success mentality within the team at all the times.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Leadership Responsibilities

• Build and lead a team of UX professionals, designers, and content creators.
• Influence across other functional areas and teams.
• Guide less experienced employees in best practices for the industry.
• Provide direction while managing day to day activities of team members, roadmaps, and timelines.
• Empower team members to make their best decisions and move forward.

Qualifications

• Bachelor’s degree required, Master’s degree preferred.
• Must have a minimum of 12 years leading CX, UX, Product, Digital and/or Design teams.
• Operates with a bias toward action with a proven ability to work in a fast-paced, demanding environment and bring passion to company mission and team development.
• Detail oriented, extremely organized, and customer first mentality, focused with demonstrated ability to help their immediate team as well as Jewelers Mutual meet and exceed performance objectives.
• Strong communication skills with ability to foster consistent delivery of brand voice and tone across multiple customer-facing channels.

• Must have a deep skill set using industry standard design applications, MS Office, and a working knowledge of project management applications JIRA, DevOps, etc.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.