Job Description:

QUALIFICATIONS/REQUIREMENTS:

• Bachelor’s or associate’s degree in UI/UX, HCI, graphic design, psychology, marketing, information technology, or similar area, or related certifications
• 10+ years of experience in user experience, information architecture, user experience architecture, or interaction design or in lieu of degree 12+ years of experience
• 2+ years of UX leadership/managerial experience
• Strong understanding of user centered design, design thinking and related methodologies
• Strong understanding of UX research and usability testing methodologies
• Strong communication and collaboration skills
• Strong time management and organizational skills
• Strong executive presence and professionalism
• Strong understanding of internet-based technologies and systems
• Expertise in modern design tools and methodologies
• Experience running design sprints/design jams/workouts
• Willingness to travel to Synchrony offices for team & business meetings

ELIGIBILITY REQUIREMENTS:

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).
  Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

ROLE SUMMARY/PURPOSE:

Synchrony’s User Experience Group empowers both customers and clients to meet their goals and aspirations with innovative product experiences. We leverage our expertise, methodologies and customer data to create simple and delightful experiences that fulfill user-centered journeys. We are powered by our supportive and collaborative UX team culture and enabled by Synchrony’s commitment to investing in user experience and creating engaging digital experiences. Our designers are given the guidance and autonomy they need to do the best work of their careers.
As the Digital Servicing UX Leader, you will be responsible for defining and executing user experience strategies for our digital servicing channels, including Vista, Peaks, Manage My Account/Alerts, Universal Login, PayPal Servicing and Pay with Synchrony. In this highly collaborative role in a complex matrix organization, you will partner with Product, Digital, TechOps and other key stakeholders to ensure timely design and delivery of best-in-class features and capabilities to market. Additionally, your responsibilities will include managing and developing a team of UX and UI designers, adhering to visual and brand standards, and fostering a strong, positive team culture.

ESSENTIAL RESPONSIBILITIES:

UX Strategy & Collaboration

• Partner with train leaders, product managers, and product owners to deliver on company’s digital strategic goals
• Present to and persuade senior executives and leaders to adopt UX strategies and recommendations
• Define UX strategies per channel, including creating/maintaining channel personas, UX backlogs, and ecosystem alignment
• Monitor and work with stakeholders to improve key channel KPIs and OKRs
• Collaborate closely with UX leadership on cross-channel strategic alignment and consistency of user experiences between channels
• Collaborate closely with UX leadership on the refinement and execution of consistent user-centered design processes across the enterprise

Design Delivery

• Refine and clarify PI candidate scope requirements, including participating in pre-PI planning to help assess effort and define UX activities needed to complete PI candidate
• Coordinate and drive collaboration with stakeholders from multiple departments to conceptualize and iterate on large-scale, high profile complex projects out in front of agile team rhythms
• Organize/lead design sprints and workouts to gain organizational clarity on complex features/capabilities
• Measure, track and work to improve PI candidate design completeness before the start of the PI (PI design readiness)
• Accountable for PI candidates getting to design complete during the PI

Team Performance

• Act as people manager for a team of UX and UI designers, including hiring, onboarding, retaining and developing talent
• Accountable for team’s timely delivery, quality of work and professionalism
• Work with UX Creative Director to ensure team adheres to visual and brand best practices and standards

Culture & Leadership

• Assist in driving team culture to keep high GPTW scores
• Deliver on UX department strategic priorities and special projects
• Mentor junior level designers, interns and/or BLPs
• Bring a strong positive attitude to UX teams and projects