Design Manager, Client Experience

📍 Job Overview

Job Title: Design Manager, Client Experience

Company: Thrivent

Location: Minneapolis, MN, United States

Job Type: Full time

Category: Design Management / Client Experience Operations

Date Posted: 2026-08-17

Experience Level: 5-10 years

Remote Status: On-site

🚀 Role Summary

• Lead and manage a cross-disciplinary team of UI/UX designers, UX researchers, and content specialists, ensuring high-quality product solutions and optimal team performance through strategic capacity planning and talent management.

• Drive user-centered design principles by representing the voice of the user in product strategy and roadmap prioritization, maintaining rigorous design standards, and delivering exceptional client experiences.

• Develop and refine design processes and methodologies, anticipating challenges and fostering a collaborative environment for tackling complex, undefined problem spaces.

• Communicate design rationale effectively through compelling storytelling, building trust and establishing long-term relationships across all levels of the organization, including Product, Design, and Engineering Directors and VPs.

📝 Enhancement Note: This role is classified under Design Management with a strong emphasis on Client Experience Operations due to the direct impact on user interface, user experience, and the overall client journey. The responsibilities highlight a need for operational excellence in design team management, process optimization, and strategic alignment with business objectives, which are core tenets of Revenue Operations and Sales Operations roles.

📈 Primary Responsibilities

• Lead, mentor, and manage a cross-functional design team of 5-8 product designers, UX researchers, and other design specialists, driving them to achieve portfolio and product-level goals.

• Develop and implement robust design processes and approaches, utilizing established methodologies and proactively identifying potential challenges to ensure efficient problem-solving.

• Champion a holistic product experience perspective, leading the resolution of complex and undefined problem spaces to deliver innovative and user-centric solutions.

• Articulate design rationale and strategy through persuasive storytelling, building strong trust and fostering enduring relationships with product peers, organizational stakeholders, and senior leadership.

• Systematically analyze and prioritize design efforts based on impact and success metrics, ensuring efficient resource allocation to drive change and focus on high-return activities.

• Foster a culture of continuous improvement, exceptional employee engagement, and operational excellence within the design team and across the organization, embodying Thrivent's purpose, promise, and values.

• Recruit, develop, and retain a high-performing team, promoting shared accountability and a partnership-oriented approach to achieve organizational objectives.

• Collaborate effectively with cross-functional peers across Engineering, Product, and Business Owners to prioritize work, identify high-impact opportunities, and ensure seamless integration of design initiatives.

📝 Enhancement Note: The responsibilities emphasize a blend of people management, strategic planning, and operational execution. The focus on "managing a team like a business owner making trade-off and prioritization decisions" aligns closely with the operational efficiency and resource management expected in revenue and sales operations roles.

🎓 Skills & Qualifications

Education: Bachelor’s degree or equivalent experience in Interaction Design, UI/UX Design, Product Design, UX Research, Software Development, or a related field.

Experience:

• 8+ years of experience in a related field.

• Minimum of 5 years of experience in user experience, interaction design, product design, and research within a product development team.

• Minimum of 3 years of direct managerial experience leading design teams. Required Skills:

• Proven ability to navigate and collaborate effectively across enterprise functions, including Engineering, Product, and Business Owners, to prioritize work and identify high-impact opportunities.

• Demonstrated experience in motivating, inspiring, and organizing a design team to achieve portfolio and product-level objectives.

• Strong business acumen with the ability to manage a team as a business owner, making critical trade-off and prioritization decisions regarding resource allocation.

• Excellent communication, persuasion, and storytelling skills, with a proven track record of building trust and establishing long-term relationships with stakeholders.

• Deep understanding of impact and success metrics, enabling focused and prioritized design efforts for maximum business impact.

• Proven ability to collaborate effectively with cross-functional peers and drive organizational change through design initiatives.

• Extensive experience in talent management, including recruiting, hiring, onboarding, and professional development of design talent.

• Strategic mindset with a demonstrated ability to develop and implement effective processes and approaches for tackling complex design problems.

• Experience working with established design systems and implementing agile practices within a product team model. Preferred Skills:

• Strategic design thinking and the ability to contribute significantly to the overall design strategy of the organization.

• Knowledge and practical experience within the financial services industry, particularly in wealth management.

📝 Enhancement Note: The requirement for 3+ years of managerial experience and the emphasis on business ownership, prioritization, and metric-driven decision-making suggest a role that requires strong operational leadership capabilities, akin to a Senior Operations Manager or Director. The mention of "financial services, ideally wealth management" points to a specific domain where understanding of client journeys and regulatory environments is crucial for operational success.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of leading and managing design teams, demonstrating capacity planning, talent development, and performance management through concrete case studies.

• Present instances of developing and implementing design processes and methodologies, highlighting how these improved efficiency, quality, or collaboration within product development cycles.

• Include case studies that illustrate problem-framing and the resolution of undefined problem spaces, emphasizing a holistic product experience approach and the resulting impact.

• Demonstrate experience in communicating design rationale effectively through storytelling to diverse audiences, including senior leadership, and how this built trust and alignment.

• Provide examples of how success metrics and impact analysis were used to reprioritize design efforts and drive change within an organization. Process Documentation:

• Documented examples of workflow design and optimization for design teams, including how processes were established or improved to enhance productivity and output quality.

• Evidence of implementing and automating design-related workflows or tools to streamline operations and improve efficiency.

• Examples of measuring and analyzing the performance of design processes, demonstrating how data was used for continuous improvement and strategic decision-making.

📝 Enhancement Note: For this role, a portfolio demonstrating not just design output but also the operational management of design processes and teams is critical. This includes showcasing strategic planning, resource allocation, process refinement, and the ability to measure and articulate the impact of design initiatives on business outcomes, similar to how operations professionals present ROI on system implementations or process improvements.

💵 Compensation & Benefits

Salary Range: $139,455 - $188,676 per year

Explanation of Range: This range is based on Thrivent's provided pay transparency information for this full-time role, considering various geographic regions within the United States. The final salary offered will be determined by factors such as location, relevant experience, skills, knowledge, business needs, market demand, and other criteria deemed important by Thrivent.

Benefits:

• Various bonuses, including annual or long-term incentives.

• Comprehensive medical, dental, and vision insurance plans.

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.

• Retirement savings plans, including 401k and a pension plan.

• Life and Accidental Death and Dismemberment (AD&D) insurance.

• Disability insurance and supplemental protection insurance.

• Generous Paid Time Off (PTO) totaling 20 days per year.

• Sick and Safe Time provisions.

• 10 paid company holidays.

• Volunteer Time Off (VTO) to support community engagement.

• Paid parental leave for new parents.

• Employee Assistance Program (EAP) for confidential support.

• Well-being benefits designed to support employee health and balance.

Working Hours: Standard full-time hours, typically 40 hours per week, with potential for flexibility depending on project needs and team collaboration requirements.

📝 Enhancement Note: The salary range provided is a key indicator of the role's seniority and strategic importance. The extensive list of benefits highlights a comprehensive compensation package, common for established organizations like Thrivent, which can be a significant factor for operations professionals seeking stability and comprehensive support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (specifically focused on serving Lutherans and their families through financial planning and insurance products).

Company Size: Thrivent is a large organization, indicated by its extensive benefits and hierarchical structure, suggesting a well-established corporate environment with numerous departments and potential for cross-functional collaboration.

Founded: Thrivent was founded in 1902, signifying a long-standing history and deep-rooted presence in the financial services sector, which often translates to a stable, values-driven culture.

Team Structure:

• The direct design team consists of UI/UX designers, UX researchers, and content specialists, reporting to this Design Manager.

• This role collaborates closely with cross-functional Product peers and Organizational Stakeholders.

• Presentations and interactions extend to Product, Design, and Engineering Directors and VPs, indicating a significant level of influence and visibility. Methodology:

• Design problems are approached using known methods, with an emphasis on anticipating challenges and developing new starting points for quality solutions.

• A strong focus on user-centered design principles and representing the "voice of the user" in strategic decision-making.

• Emphasis on data-driven prioritization, using impact and success metrics to guide efforts and drive change.

• Collaboration and relationship-building are key, with a need to foster long-term partnerships across various departments.

Company Website: https://www.thrivent.com/

📝 Enhancement Note: Thrivent's mission-driven approach within the financial services sector suggests a culture that values integrity, purpose, and long-term client relationships. For an operations-focused role, understanding this context is crucial for aligning design strategies with the company's core values and client commitments.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a senior management level within the design function, with significant operational responsibilities. It requires not only design expertise but also strong leadership, strategic thinking, and business management capabilities, akin to a Director-level role in a smaller organization or a Senior Manager in a larger one.

Reporting Structure: The Design Manager directly supervises a team of designers and researchers and reports to higher levels of leadership within Product, Design, or Engineering. This structure necessitates strong communication skills for presenting to Directors and VPs.

Operations Impact: The Design Manager significantly impacts the client experience by shaping product strategy, prioritizing roadmaps, and ensuring the delivery of high-quality, user-centered solutions. This operational oversight directly influences client satisfaction, engagement, and ultimately, Thrivent's business objectives and reputation.

Growth Opportunities:

• Operations Skill Advancement: Opportunities to deepen expertise in operationalizing design processes, strategic resource allocation, and cross-functional team leadership within a large financial services organization.

• Leadership Development: Potential to advance into higher leadership roles within Design, Product, or even broader operational management positions, leveraging a proven track record of team and process management.

• Industry Specialization: Deepen knowledge and experience in the financial services and wealth management sectors, becoming a subject matter expert in designing for this complex domain.

📝 Enhancement Note: The growth opportunities lean towards operational leadership and strategic influence. Candidates should highlight their experience in managing complex projects, optimizing team performance, and driving strategic initiatives, drawing parallels to how operations leaders drive efficiency and growth in their respective domains.

🌐 Work Environment

Office Type: On-site, located at the Mpls-Corporate Center in Minneapolis, MN. This suggests a traditional corporate office setting.

Office Location(s): Minneapolis, MN, United States.

Workspace Context:

• The environment is expected to be collaborative, requiring frequent interaction with direct reports, cross-functional peers (Product, Engineering), and senior leadership.

• Access to standard corporate office infrastructure, technology, and design tools will be available.

• The emphasis on "exceptional employee engagement" and "partnership across the organization" points to a workplace that encourages teamwork and open communication.

Work Schedule: Primarily full-time (40 hours/week) on-site. While core hours are standard, the role's strategic nature may require flexibility to meet project deadlines and stakeholder engagement needs, typical for management positions.

📝 Enhancement Note: The on-site requirement indicates a preference for in-person collaboration, which is often beneficial for complex problem-solving and team building in design and operations. Candidates should be prepared to discuss their experience working in hybrid or on-site environments and how they foster collaboration and productivity.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of resume and application, focusing on managerial experience, design leadership, and relevant industry background.

• Hiring Manager Interview: Discussion of experience, leadership style, team management approach, strategic thinking, and operational oversight capabilities. Expect questions on how you've managed teams, prioritized work, and driven results.

• Cross-functional Interviews: Meetings with peers from Product, Engineering, and potentially other stakeholders to assess collaboration style, communication effectiveness, and ability to integrate design into broader product development cycles.

• Presentation/Case Study: Candidates may be asked to present a portfolio review or a specific case study demonstrating their approach to team leadership, problem-solving, and driving impact through design.

• Final Round: Potentially with senior leadership (Directors/VPs) to assess strategic alignment, cultural fit, and overall leadership potential.

Portfolio Review Tips:

• Showcase Leadership & Operations: Beyond design artifacts, highlight your experience managing teams, defining processes, and making strategic prioritization decisions. Use case studies that demonstrate how you've improved team performance or operational efficiency.

• Focus on Impact & Metrics: For each project or team initiative, clearly articulate the problem, your solution (and how your team executed it), and the measurable business impact (e.g., improved client satisfaction, increased engagement, reduced errors, efficiency gains).

• Tell a Story: Structure your presentation to effectively communicate your journey as a leader, the challenges you've overcome, and the outcomes you've achieved. Emphasize your ability to influence and build relationships.

• Tailor to Thrivent: Research Thrivent's mission, values, and client base. Be prepared to discuss how your leadership style and approach align with their purpose and how you would lead design to serve their specific client needs.

Challenge Preparation:

• Operationalize Design: Be ready to discuss how you would operationalize a design function within a large financial services organization, focusing on efficiency, scalability, and integration with Agile/product development lifecycles.

• Stakeholder Management: Prepare examples of how you've managed competing priorities and influenced stakeholders at various levels to champion user-centered design and strategic initiatives.

• Team Development: Think about how you would assess talent, foster professional growth, and build a high-performing, collaborative design team.

📝 Enhancement Note: The emphasis on portfolio review and case studies for this role suggests a need for candidates to demonstrate not only their design acumen but also their operational leadership and strategic influence. Preparing to discuss how you manage resources, prioritize, and measure impact will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: While not explicitly stated, expect proficiency with industry-standard tools like Figma, Sketch, Adobe Creative Suite, and potentially prototyping tools like InVision or Axure.

• User Research Platforms: Experience with tools for user interviews, surveys, usability testing, and data analysis (e.g., UserTesting.com, Qualtrics, SurveyMonkey, Lookback).

• Project Management & Collaboration: Familiarity with Agile project management tools (Jira, Asana, Trello) for workflow tracking and team collaboration.

Analytics & Reporting:

• Web Analytics: Understanding of how to interpret data from tools like Google Analytics or Adobe Analytics to inform design decisions and measure impact.

• Business Intelligence Tools: Exposure to BI platforms (e.g., Tableau, Power BI) for analyzing broader business and client data that might influence product strategy.

CRM & Automation:

• CRM Systems: While not directly managing a CRM, understanding how design impacts user journeys within CRM platforms (e.g., Salesforce) used by clients or internal teams could be beneficial.

• Design Systems Management: Experience with or understanding of how design systems are built, maintained, and utilized across multiple products.

📝 Enhancement Note: The role requires a strong command of design and research tools, but also an understanding of how design integrates with broader analytics, project management, and potentially CRM systems to drive business outcomes. This operational perspective is key.

👥 Team Culture & Values

Operations Values:

• Purpose-Driven: A strong alignment with Thrivent's mission to help people thrive with purpose, translating into design work that serves clients' financial well-being and life goals.

• Client-Centricity: An unwavering commitment to understanding and serving clients, with design decisions driven by client needs and feedback.

• Operational Excellence: A focus on building efficient, effective processes and managing teams with business owner accountability to deliver high-quality outcomes.

• Continuous Improvement: A culture that encourages ongoing learning, process refinement, and adaptation to evolving client needs and industry best practices.

• Collaboration & Partnership: Fostering strong working relationships across departments to achieve shared goals and drive integrated solutions.

Collaboration Style:

• Cross-functional Integration: Actively partnering with Product Management, Engineering, and Business Owners to ensure design is embedded early and throughout the product development lifecycle.

• Open Communication: Encouraging transparent dialogue, constructive feedback, and knowledge sharing within the design team and with stakeholders.

• Data-Informed Decision Making: Utilizing data and metrics to guide discussions, prioritize efforts, and measure the success of design initiatives.

📝 Enhancement Note: Thrivent's values emphasize a blend of purpose, client focus, and operational rigor. Candidates should demonstrate how their leadership style and approach to managing design teams align with these core values, especially the emphasis on continuous improvement and partnership.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Objectives: Navigating the inherent tension between delivering optimal user experiences and meeting business goals within a regulated financial services environment.

• Managing Ambiguity in Undefined Problem Spaces: Leading a team to define and solve complex, often unclear, user and business problems without pre-existing frameworks.

• Driving Change in a Large Organization: Influencing stakeholders and driving adoption of new design processes, strategies, or technologies across a large, established company.

• Talent Development & Retention: Attracting and retaining top design talent in a competitive market while fostering their professional growth within Thrivent's structure.

Learning & Development Opportunities:

• Strategic Leadership Training: Opportunities to enhance skills in strategic planning, financial management, and executive communication relevant to leading a significant operational function.

• Industry Expertise: Deep dive into the nuances of financial services, wealth management, and regulatory compliance, becoming a specialist in designing for this sector.

• Cross-Functional Mentorship: Learning from leaders in Product, Engineering, and Business Operations to gain a broader understanding of the organization's strategic priorities and operational challenges.

📝 Enhancement Note: Candidates should articulate how they approach these challenges, framing them as opportunities for growth and demonstrating their problem-solving and strategic leadership capabilities, which are highly valued in operations roles.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to prioritize design work for your team when faced with competing demands from different stakeholders. How did you make the decision, and what was the outcome?" (Focus on your prioritization framework, communication, and impact metrics.)

• "How do you foster a culture of continuous improvement and operational excellence within a design team? Provide specific examples of processes you've implemented." (Highlight your approach to process optimization, data usage, and team development.)

• "Walk me through how you would approach defining the product strategy for a new client-facing feature, ensuring user needs and business objectives are both met." (Demonstrate your strategic thinking, problem-framing abilities, and cross-functional collaboration approach.) Company & Culture Questions:

• "How do Thrivent's values (purpose, client focus, integrity) resonate with your leadership philosophy, and how would you ensure your team embodies these values?" (Research Thrivent's mission and values thoroughly.)

• "Describe your experience working within or managing teams in a regulated industry like financial services. What unique considerations did you have to make?" (Show your understanding of industry-specific operational constraints and compliance.)

• "How do you build and maintain long-term relationships with cross-functional partners like Product Managers and Engineers?" (Emphasize your communication, collaboration, and stakeholder management skills.) Portfolio Presentation Strategy:

• Focus on Operational Leadership: Dedicate a significant portion of your presentation to how you managed your team, optimized processes, and drove business impact. Use case studies that clearly show your role as a leader and operator, not just a designer.

• Quantify Impact: For every example, present quantifiable results. Use metrics related to efficiency, team performance, client satisfaction, or business outcomes.

• Structure for Clarity: Begin with an executive summary of your leadership philosophy and key achievements. Then, dive into 2-3 in-depth case studies that showcase your operational and strategic capabilities. Conclude with how you envision leading Thrivent's design team.

📝 Enhancement Note: Prepare to discuss your operational leadership skills, your ability to manage complex projects and teams, and how you drive measurable business outcomes. This is crucial for roles that bridge design strategy with operational execution.

📌 Application Steps

To apply for this Design Manager, Client Experience position:

• Submit your application through the Thrivent careers portal via the provided URL.

• Portfolio Customization: Tailor your resume and portfolio to highlight your experience in team leadership, operational management of design processes, strategic prioritization, and driving measurable business impact. Emphasize your experience in financial services or similar regulated industries if applicable.

• Resume Optimization: Ensure your resume clearly articulates your managerial experience, including team size managed, scope of responsibility, and key achievements in process improvement and talent development. Use keywords from the job description naturally.

• Interview Preparation: Practice articulating your leadership philosophy, operational strategies, and how you drive results through your teams. Prepare specific examples for behavioral questions related to problem-solving, stakeholder management, and team development.

• Company Research: Thoroughly research Thrivent's mission, values, products, and client base. Understand their position in the financial services industry and how design contributes to their overall business strategy and client engagement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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