You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You’ll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you’ll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

JOB DESCRIPTION:

As the Design Lead, you will guide a multidisciplinary team of Journey Designers, UX Designers, and UX Writers to craft seamless, human-centered experiences that meet the needs of our clients and business partners. You’ll be responsible for setting the vision for end-to-end experience design, coaching team members, and ensuring our design work drives measurable impact. Reporting to the Director, Experience Design, you will play a pivotal role in aligning cross-functional stakeholders, simplifying complex problems, and enabling the delivery of intuitive, accessible, and consistent experiences across digital and offline touchpoints.

• Help evolve the design best practices and approach across journey design, UX, and UX writing.
• Partner with business leaders, product managers, developers, and marketers to align design strategy with business goals.
• Champion accessibility, inclusivity, and design excellence across all initiatives.
• Lead, coach, and develop a team of journey designers, UX designers, and UX writers to deliver high-quality work.
• Ensure clarity in roles, workflows, and priorities for the design team.
• Allocate design resources effectively to balance near-term delivery needs with long-term design evolution.
• Oversee the creation and refinement of client journey maps, service blueprints, wireframes, prototypes, and content guidelines.
• Ensure designs are informed by client insights, analytics, and business requirements.
• Drive consistency by contributing to and advocating for the organization’s design system, content style guides, and accessibility frameworks.
• Facilitate design workshops and co-creation sessions with stakeholders to align on priorities and opportunities.
• Communicate design decisions clearly to senior leadership and cross-functional teams.
• Advocate for the client perspective throughout the product and service development lifecycle.
• Adaptive to change, you are nimble and can easily shift focus working with different projects and priorities. You’re comfortable with working in a large organization undergoing transformation.
• Work with Product, Marketing, Business and Technology team to learn and understand business, functional and technical requirements.