Deputy Director of UX Research and Design, Transit Technology

Overview

The Technology Innovation Department (TID) at the MBTA is a design-led technology team focused on making our transit system easy for all riders to use. The Deputy Director UX Research and Design manages team operations, focuses on staffing, performance reviews, and hiring processes, and supports designers in achieving program outcomes. They are involved in the day-to-day delivery of work that supports program outcomes. They ensure the team operates efficiently and align design work with strategic goals. This role is integrated into the Transit Technology Program and spends the majority of their time working in the define and deliver space of Transit Technology program outcomes.

Responsibilities

• Support day-to-day operations of five (5) cross-functional (i.e., combined design, engineering, product) teams in Transit Technology to help them efficiently deliver value to MBTA riders and front-line staff.
• Help teams implement best practices and quality standards for content, design, research, and provide input into establishing those standards based on modern principles.
• Review work for quality and ensure relevant UX Principles & Design Standards are followed or identify when they are not for strategic reasons.
• Contribute to UX Principles & Design Standards.
• Scope complex design work.
• Support designers on high priority workstreams.
• Meet and collaborate regularly with other design leaders.
• Directly manage research and design staff (including contracted staff) on those teams, including performance management, position descriptions, hiring, and growth as applicable.
• Identify staffing gaps or needs for the outcomes owned by your team.
• Onboard new design team members.
• Administer performance review processes.
• Coach team members on ideal team behavior.
• Investigate performance concerns and recommend actions.
• Screen resumes and candidates for open positions.
• Choose interview panel.
• Lead hiring within designed processes.
• Build strong relationships within the department, with stakeholders across the MBTA, and in industry to ensure that our work is aligned with the agency’s mission and best practices.
• Implement and manage strategic plans, including by establishing and monitoring ongoing metrics, tracking roadmap milestones, and ensuring execution and alignment.
• Collaborate with Program Managers to help define and clarify Program Outcomes.
• Support designers and cross-functional teams on the delivery of outcomes and goals.
• Identify unrealistic or non-user-focused goals and elevate those risks accordingly.
• Help designers think and act strategically towards program outcomes.
• Provide input and support on major procurements. Manage vendors and hold them accountable.
• Coordinate the execution of capital projects that improve areas of operational responsibility by working closely with project managers and administrative staff. Monitor capital financial reports, including by conducting basic financial forecasting. Occasionally manage small capital rollouts directly.
• Observe operations of product teams and attend team rituals.
• Identify and make plans to address team-level challenges and process issues.
• Facilitate better communication and coordination among design and engineering teams.
• Facilitate better coordination on cross-team UX initiatives.
• Identify the right mode of operations (alignment, delivery, etc.) for UX based on phase of work.
• Respond to and manage support requests, inquiries, and other administrative information requests in a professional and timely manner.
• Escalate all risks in a clear and timely manner.
• Propose means to address risk as necessary.
• Communicate operational or organizational challenges preventing successful outcomes on the design and product team level.
• Recognize when team staffing doesn’t meet department needs and priorities.
• Communicate operational or organizational challenges preventing successful outcomes on the design and product team level.

Qualifications

Additional information

Physical Demands and Working Conditions

Supervision

Preferred Experience and Skills

Minimum Education

Job Conditions

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