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Director of UX

Boston , Massachusetts
Description

About Us

Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens. 

Job Overview

We are seeking a Director of UX who will lead the innovation of the Shorelight customer experience. This individual will guide the development of a unified and seamless multi-service approach across multiple channels, with an initial primary focus on digital excellence. This role will report to the VP of Marketing.

This role will develop an executable vision for the Shorelight customer experience. This individual will lead a team of UX designers and product managers, and work closely with departmental leadership, to transform customer experience problems into solutions that grow revenue, increase customer satisfaction, improve partner productivity, or reduce expenses. 

Essential Functions

Customer Experience
  • Raise company awareness of the role of customer experience in business performance. 
  • Leverage existing touch–points and channels to improve the digital experience for customers and partners — and create a competitive market advantage, increase student engagement and conversion, and improve partner productivity. 
  • Partner with departmental leadership to build an inclusive vision of the end-to-end customer journey that highlights each department’s contribution to customer experience excellence.
  • Use best practices like service blueprinting and journey mapping to update and maintain existing customer experience architectures and create broad alignment across current state process and detail a vision for future state processes.  
Product Management
  • Build and constantly refine a product backlog of strategic improvements across digital touch–points, and oversee and guide the work of product managers. Use clear and transparent methodologies to manage prioritization and performance measurement across a broad range of opportunities.
  • Work collaboratively with Marketing and Technology leadership to create, communicate, and deliver a long-range customer experience strategy across multiple touch–points and platforms.
  • Provide structure and rigor around the research, analysis, prioritization, design, development, documentation, and maintenance of experience architectures. 
User-Centered Design 
  • Follow user-centered design best practices, and champion user research and usability standards, in order to create designs that engage and inspire our audiences, while driving successful business outcomes. 
  • Manage a team of UX designers to develop a set of customer experience artifacts and design patterns that allow Shorelight to create a consistent and predictable global experience across the student and agent journey. 
  • Provide experience design leadership to rapidly ideate and iterate a range of proposed designs for a given opportunity, leveraging methods such as a/b testing, rapid prototyping, and user testing to develop and test concepts quickly and at low cost, to validate effectiveness and ensure positive outcomes. 
Analytics
  • Work closely with Analytics and Insights to develop shared vision of a VOC program, including data collection and actionable user research; and to align around existing performance measures for each stage of the customer journey, and introduce additional experience metrics that correlate the impacts of customer satisfaction on revenue and company performance.
  • Synthesize and present qualitative and quantitative data into compelling stories or business cases that effectively demonstrate the importance of an experience strategy.
People Management
  • Recruit, develop, and retain team members to ensure productivity and engagement
  • Engage in talent management activities such as goal setting, performance evaluations, stay interviews, development planning, and ongoing feedback to develop team members and achieve organization goals
  • Provide coaching, counseling, and corrective action (when necessary) to team members
  • Foster a culture that reflects Shorelight’s values
Minimum Qualifications
  • Bachelor’s Degree or equivalent
  • Minimum of 6+ years in service-focused Customer Experience, or related discipline
  • Proven experience balancing customer goals, business needs, and technology considerations
  • Exceptional analytical skills; a track record of improving customer experience KPIs in previous roles
  • Strong product management capabilities, with a demonstrated ability to balance multiple projects at once
  • A champion of user-centered best practices 
  • Ability to work collaboratively across departments. 
  • Exceptional interpersonal, networking and verbal and written communications skills
Preferred Qualifications

  • 8+ years of customer experience design, serviced design, user experience design in a leadership capacity. 
  • Strong understanding of higher educational teaching or recruitment space.
Application Process
To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.
 
Background Check Required–Education, Criminal, Identity  
 
Shorelight is an Equal Opportunity Employer.
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