Sr. Manager, UX Design - Acton, Mass. (Hybrid)

Senior UX Manager

Want to have an impact on Omnipod's Global Customer Experience (GCx)? Want to help lead a once in a lifetime career program? Be part of a highly engaged senior team who has a direct line into the Executive Committee! We here at Omnipod have a goal to be a best-in-class customer experience leader in the Diabetes space, and we need the next generation capabilities to support this goal. We are investing heavily to create a system to support the right experience at the right time and one that is scalable to the level of growth we expect. We need a strong Sr UX Manager to drive the vision and process to get us there. Regardless of what channel our customers are using to interact with us whether it's on a computer, mobile device, or phone we want to make sure we are meeting and surpassing expectations with interactions that are easy and delightful. The Sr UX Manager in the GCx program will be responsible to work closely with cross-functional members of the development and planning teams to ensure a world-class customer experience is designed for while ensuring a scalable, global implementation to meet future business needs.

We are looking to hire a critical member of the team to be the UX visionary for the 2+ year program from design through implementation. The goal for this role is to develop a vision for best in class customer service UX experiences for Insulet. This is a global role and the expectation is that we are driving to one experience, but the user experience will be able to support the possible different requirements.

Process Owner Responsibilities :

Serve as the UX global single point of contact and accountability for the User Experience design and execution for the Global Customer Experience project

Provide thought UX leadership and define the process mission, vision, roadmap, tactics, goals, objectives, and KPIs and ensure alignment with strategic imperatives

Drive User Centered design best practices into the Global Customer Experience

Collaborate heavily with the Marketing team to help define world class user experiences and a holistic customer experience touch points including where necessary product. This will include a variety of customer touchpoints- web, mobile, chat, sms, voice, product and other

Drive the adoption, definition and execution of user testing for internal and external customers through the lifecycle of the project through design

Ability to build and manage a multidisciplinary UX team focused on the Global Customer Experience working in an agile development environment with multiple integrations

Develop future state process design for all countries to fully leverage enhanced capabilities enabled through Salesforce re-implementation (including app exchange add-ons and other software integrations)

Maximize consistency of the global business process, including operational efficiencies, and ensure a delightful customer experience

Develop a comprehensive set of functional requirements, user stories, reporting requirements, and master data management approach that will guide the initial implementation phases and scope (as needed country specific) for User Experience

Develop processes, relationships and connections with all customer touch point teams to cull customer data back into the UX efforts to further refine the experiences

Collaborate with other global business process owners to determine any cross process reporting and analytics requirements to ensure data quality and a single source of truth

Ensure all business process requirements are documented, comply with regulations, and partner with Data Management, Quality and IT to define and implement validation / integration testing processes as required

Collaborate with other global business process owners regarding release management, cross process development & testing dependencies, risks, adoption, and communications

Help lead and support cross functional adoption, deployment, and communication efforts associated to process change deployments

Forms strong relationships with functional stakeholders by developing and translating strategy into a multi-year road map including operational goals and objectives

Anticipates functional needs, identifies necessary resources, manages risk, and determines creative means to implement new & innovative technical (through collaboration with IT) & process solutions

Works with functional stakeholders to identify process and policy improvement opportunities and champions a culture of continuous improvement

Develops and manages UX process governance model with functional stakeholders including service delivery teams and process customers

Skills / Characteristics :

Strategic thinker and visionary with an equal passion to implement and execute

Builds and maintains relationships throughout the organization

Creates a high-performance, a customer-centric culture throughout the organization, continuously monitors the needs of the customer

Charismatic, collaborative leader who can articulate a vision, set direction and engage and motivate others to achieve outstanding results

Influence key stakeholders in a collaborative manner to achieve the required outcomes

Strong strategic focus with natural analytical skills and project execution capability that has been acquired and developed in a complex, international environment

Sensitive to and can manage cross culturally

Ability to manage conflict and pressure by effectively facilitating healthy interaction, discourse and decision making that builds consensus and alignment

High level of business acumen

Must demonstrate a passion for, and proven success in, driving continuous process improvement

Demonstrates strategic enterprise thinking, finding innovative ways to serve customers and build trust

Track record of elevating the capabilities of an organization for now, as well as the future

Qualifications :

Bachelor's degree (HCI, Industrial Engineering, Interaction Design, Human Factors or equivalent) required, MBA strongly preferred

10+ years of relevant experience in UX and product design, ideally with a focus on developing and implementing customer centric systems, with multiple touchpoints (Product, mobile, web) globally

Experience and demonstrated success in commercial strategy and execution for consumer-facing digital and physical products

Ability to collaborate cross functionally, specifically in areas of continuous improvement to achieve key business targets

Experience and demonstrated success creating strategic commercial initiatives in Domestic and International medical device markets - preferably in a disposable, recurring revenue model

Desire to make a significant impact on the lives of those with diabetes, their families and friends

Experience working effectively with cross-functional teams on high-visibility initiatives

Intellectual curiosity, including the willingness to dig in and learn more about things

Advanced working knowledge of User Experience methods and Design thinking process. Understands Systems and data management. Solid technical chops.

Thorough knowledge of the diabetes disease state preferred

Consumer Marketing and User Research knowledge a plus

Physical Requirements :

International travel expected (at least once per quarter)

Ongoing US travel as needed (at least once per quarter)

In-person team / onsite in Acton, MA

Additional Information :

The US base salary range for this full-time position is $166,200.00 - $249,300.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.