Global Head, Customer Experience & Design Denver, Colorado

Do you have the desire to create a world class user experience by transforming our customer journey? Are you interested in helping drive a business through a time of exciting change? Then its time to join Western Union as our Global Head, Customer Experience & Design.

Western Union powers your pursuit.

In this global leadership role, you will be responsible for the creation of the best user experiences across the portfolio of Western Union products and services. Youll lead the global cross-channel design of user experiences including web, app, retail, for customers and agents, with a focus on data-driven best-in-class product design. You will be tasked with driving the organization to work together for optimum user experience outcomes and be the change agent inside the company that can support leaders in our customer experience transformation journey end to end.

Role Responsibilities

• To create, articulate, and delivers a vision for end-to-end customer and agent experiences across the global product portfolio. Modify and communicate the evolving vision to deliver the next paradigm in customer and agent experiences while always keeping products relevant and engaging, and profitable.
• Provide strategic leadership, aligning the global product portfolio roadmap with consumer/market needs, creating consistent global product solutions taking into consideration the constraints and opportunities provided by the technical architecture, frameworks, and platform environments to help guide the development.
• Serve as the overall user experience lead for Western Union globally, representing and advocating for the user experience discipline, demonstrating, and measuring the impact of UX. Prove UX results to the highest levels of the company, demonstrate the value the UX has, and show data-driven impacts through the development of a customer experience measurement framework that drives enterprise-wide prioritization focused on customer and agent experiences and business success.
• Lead the service design strategy for conceptualizing, designing, and delivering first-class product and service experiences. Influence and lead cross-company alignment and priorities on how to deliver the greatest value to customers and agents.
• Drive, collaborate, and guide through user experience design principles and the full product lifecycle, starting from identifying the problem, to the final launch of the product and, importantly, the post-launch monitoring and analysis.
• Run the thought leadership that supports and assists in the product marketing and advocacy activities and processes by helping product leaders guide customers and agents through the user experience and supporting the design teams in optimizing the user experiences end to end.
• Grow and evolve the UX research practice, establish user research direction, deliver research-driven impacts, and in partnership with the product leads, integrate UX research to support the product lifecycle management.
• Ensures that product teams and designers are conversant with all aspects of the product and its features, ensuring product accountability across key stakeholders and building excellent product evangelism/advocacy to the customers and agents that we serve.
• Partner with product and engineering leadership, designers, product managers, and marketing leaders to plan, drive, and deliver user and business value.
• Create a user experience strategy that delivers revenue growth. Provide Leadership support in building the processes and capabilities, enabling the tools to Identify gaps or weaknesses in user experiences across all touchpoints in the customer journeys.
• Partner with marketing and Go-to-Market Teams to ensure consistent brand experience across all customer interactions.

Role Requirements

• 15+ years experience in product strategy, design and / or execution.
• Experience in leading digital products from either the financial services, payment, or fintech industries.
• Have 10+ years of management experience in leading globally dispersed teams.
• Extensive background in building products in a SAFe Agile environment.
• A strategic thinking capability, solid leadership skills with a proven background of working with executives managing and tracking large Product, Technology or Operations transformation initiatives.
• Have a continuous improvement mindset oriented around driving customer success.
• An ability to be a company-wide change-agent that influences strategic actions and mindset changes.
• Can champion the best leadership practices leading to effective change management, a culture of innovation, and high employee engagement.
• Having an MBA or advanced degree is a bonus.
  

We make financial services accessible to humans everywhere. Join us for whats next.

Western Union is positioned to become the worlds most accessible financial services company transforming lives and communities. Were a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. Youll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If youre ready to help drive the future of financial services, its time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

The on-target earnings range is $375,000 $470,000 USD per year, which includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates qualifications, skills, and competencies.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your US specific benefits include:

• 401(K) Incentive Saving Plan
• Family First Program
• Flexible Time Off
• Medical, Dental and Life Insurance
• Parental Leave
• Supplemental Incentive Savings Plan

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.