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Responsibilities include but are not limited to:
- Experience Strategy and Vision
- Define and champion a unified customer experience vision for the Consumer Bank that is coherent across all segments, channels, and touchpoints.
- Develop a multi-year design strategy that balances near-term delivery with longer-horizon capability building.
- Establish experience principles and a design point of view that differentiates Valley's brand and deepens customer relationships.
- Serve as the senior voice for customer-centered thinking in executive and cross-functional forums.
- Organizational Leadership
- Build, lead, and develop a high-performing, multidisciplinary design organization spanning service design, UI design, research, and conversational design.
- Establish the operating model for how design integrates with product management, technology, and business stakeholders across all three segments.
- Foster a culture of craft, curiosity, and continuous learning within the design organization.
- Develop talent and career paths that attract and retain top design professionals in a competitive market.
- Cross-Functional Partnership
- Partner closely with Business, Product, Segment and Channel Partners to align experience priorities with business goals.
- Work with technology and engineering leaders to ensure design intent is faithfully implemented and that delivery velocity is supported by strong design operations.
- Collaborate with Risk, Compliance, and Legal to ensure all experiences meet regulatory requirements while still delivering for customers.
- Measurement and Outcomes
- Define and track experience quality metrics (NPS, CSAT, task completion, effort scores) that connect design decisions to business results.
- Establish a research and insight practice that continuously feeds product and strategy decisions with customer evidence.
- Drive accessibility and inclusive design standards across all products and channels.
Qualifications
Required Skills:
- Demonstrated experience leading design across both digital and physical or service-oriented environments (not solely app or web).
- Proven ability to develop and execute experience strategy at an organizational level, not just individual product or feature scope.
- Strong fluency in service design methodology including journey mapping, service blueprinting, and systems thinking.
- Experience building and scaling user research capabilities that inform both tactical and strategic decisions.
- Familiarity with conversational design, voice UX, or AI-assisted interaction design.
- Strong executive presence with the ability to influence senior stakeholders and represent design at the leadership table.
- Outstanding communication skills: able to frame design strategy in business terms and connect design decisions to measurable outcomes.
Required Experience:
- High School diploma or GED equivalent and a minimum of 12 years of progressive UX and design experience, including significant leadership of multi-disciplinary design teams.
Preferred Experience:
- Business, Finance, Technology or related field. MBA.
- Experience in financial services, banking, or other regulated industries with complex, multi-segment customer bases.
- Experience designing for small business and/or wealth management client segments.
- Background incorporating AI/ML-driven personalization or generative AI into customer-facing experiences.
- Experience integrating design teams through organizational change or following a merger or consolidation.
- Familiarity with contact center experience design, IVR/voice channel optimization, or branch experience design.
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