Director, UX & Design

📍 Job Overview

Job Title: Director, UX & Design

Company: Valley Bank

Location: New York, New York, United States

Job Type: Full-time

Category: User Experience (UX) & Design Operations

Date Posted: 2026-08-11

Experience Level: 10+ Years

Remote Status: On-site

🚀 Role Summary

• Define and champion a comprehensive customer experience (CX) vision and strategy for Valley Bank's Consumer Bank, ensuring coherence across all segments, channels, and touchpoints.

• Lead and develop a high-performing, multidisciplinary design organization, encompassing service design, UI design, user research, and conversational design.

• Establish and maintain a robust design operations framework that seamlessly integrates design with product management, technology, and business stakeholders.

• Drive measurable business outcomes by defining and tracking key experience quality metrics (NPS, CSAT, task completion, effort scores) and establishing a continuous customer insight practice.

📝 Enhancement Note: This role is positioned as a senior leadership opportunity within a financial institution, requiring a strategic leader to elevate the customer experience through design excellence. The emphasis on "Consumer Bank" and "cross-functional partnership" suggests a significant impact on a core business unit, requiring strong GTM alignment and operational integration.

📈 Primary Responsibilities

• Develop and execute a multi-year design strategy that balances immediate delivery needs with long-term capability development for enhanced customer journeys.

• Establish foundational experience principles and a distinct design point of view that strengthens Valley's brand identity and deepens customer relationships.

• Serve as the primary advocate for customer-centered thinking in executive leadership and cross-functional committee meetings, influencing strategic decision-making.

• Foster a thriving design culture characterized by craft, intellectual curiosity, and a commitment to continuous professional development and learning.

• Implement and refine the operating model for how the design function collaborates effectively with product management, technology teams, and key business unit stakeholders.

• Partner closely with Business, Product, Segment, and Channel leaders to ensure alignment between experience priorities and overarching business objectives.

• Collaborate with Technology and Engineering leads to guarantee faithful implementation of design intent and to optimize delivery velocity through effective design operations.

• Work in conjunction with Risk, Compliance, and Legal departments to ensure all customer experiences meet stringent regulatory requirements while remaining customer-centric.

• Define, implement, and monitor key experience quality metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), task completion rates, and effort scores, to demonstrate the business impact of design initiatives.

• Establish and mature a user research and customer insight practice that consistently informs product development and strategic planning with actionable customer data.

• Champion and enforce accessibility and inclusive design standards across all digital and physical products and customer-facing channels.

📝 Enhancement Note: The responsibilities highlight a dual focus on strategic vision setting and operational execution. The emphasis on "design operations" and "cross-functional partnership" indicates a need for a leader who can bridge the gap between creative design and business realities, ensuring design efforts are integrated into broader Go-To-Market (GTM) strategies and operational workflows.

🎓 Skills & Qualifications

Education:

• High School diploma or GED equivalent required.

• Postgraduate degree (MBA or related field) is preferred, aligning with strategic business acumen expectations. Experience:

• A minimum of 12 years of progressive User Experience (UX) and Design experience.

• This must include significant leadership experience in managing and scaling multi-disciplinary design teams and functions.

• Demonstrated experience leading design initiatives across both digital (app, web) and physical or service-oriented environments, showcasing a holistic CX approach.

• Proven ability to develop and execute comprehensive experience strategies at an organizational level, extending beyond individual product or feature scopes. Required Skills:

• Strong fluency in service design methodology, including expertise in journey mapping, service blueprinting, and systems thinking for complex service ecosystems.

• Proven experience building and scaling user research capabilities to inform both tactical product decisions and strategic business planning.

• Familiarity with conversational design principles, voice UX best practices, or AI-assisted interaction design for modern customer engagement.

• Exceptional executive presence with a demonstrated ability to influence senior stakeholders and effectively represent the design function at the leadership table.

• Outstanding communication and presentation skills, with the capacity to articulate design strategy in clear business terms and quantitatively link design decisions to measurable business outcomes.

• Experience designing for complex, multi-segment customer bases, particularly within regulated industries. Preferred Skills:

• Experience in financial services, banking, or other highly regulated industries.

• Specific experience designing for small business and/or wealth management client segments, demonstrating an understanding of diverse customer needs.

• Background incorporating AI/ML-driven personalization or generative AI into customer-facing experiences, showcasing innovation in CX.

• Experience integrating design teams during periods of organizational change, such as mergers or consolidations, highlighting adaptability and change management skills.

• Familiarity with contact center experience design, Interactive Voice Response (IVR) channel optimization, or branch experience design, indicating a breadth of service design application.

📝 Enhancement Note: The requirements emphasize a blend of strategic vision, deep design craft, and strong leadership capabilities. The "10+" years of experience, coupled with the expectation of leading multi-disciplinary teams and influencing executive stakeholders, positions this as a senior management role critical to the bank's Go-To-Market strategy and customer engagement efforts.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 comprehensive case studies demonstrating the successful development and execution of organizational-level experience strategies, highlighting a strategic, multi-year approach.

• Include detailed examples of service design methodologies applied, such as comprehensive journey maps and service blueprints for complex financial services or customer journeys.

• Present evidence of building and scaling user research functions, including examples of research insights directly influencing product roadmaps and strategic business decisions.

• Demonstrate experience in leading multidisciplinary design teams, illustrating your leadership style, team-building achievements, and operational management of design resources.

• Provide examples of how you have driven measurable improvements in key experience metrics (e.g., NPS, CSAT, task completion, effort scores) and clearly articulate the ROI of design initiatives. Process Documentation:

• Document the methodologies used for establishing and refining design operating models, detailing how design integrates with product, technology, and business units.

• Illustrate processes for fostering a culture of craft, curiosity, and continuous learning within design teams, including talent development and career pathing strategies.

• Provide examples of cross-functional collaboration frameworks and communication strategies employed to align experience priorities with business goals, particularly with Product, Technology, and Risk/Compliance.

• Detail the framework for defining and tracking experience quality metrics and how customer insights are systematically fed into product and strategy development cycles.

📝 Enhancement Note: The portfolio requirements are geared towards demonstrating strategic leadership and operational excellence in design. Candidates are expected to showcase not just design execution but also the strategic thinking, team leadership, and process optimization necessary to drive significant CX improvements within a large, regulated organization like a bank.

💵 Compensation & Benefits

Salary Range:

• Based on the Director level, 12+ years of experience, and the high cost of living in New York City, a competitive salary range for this role is estimated between $180,000 and $250,000 annually. This range reflects industry benchmarks for senior UX and Design leadership roles in major metropolitan financial hubs. Benefits:

• Comprehensive health, dental, and vision insurance plans designed to support employee well-being.

• Generous paid time off (PTO) policy, including vacation, sick leave, and holidays, allowing for work-life balance.

• Retirement savings plan (e.g., 401(k)) with potential company matching contributions to support long-term financial security.

• Opportunities for professional development, including access to training, conferences, and continuing education to foster skill advancement in UX and Design.

• Life insurance and disability coverage to provide financial protection for employees and their families.

• Potential for performance-based bonuses or incentives tied to the achievement of strategic business and experience objectives. Working Hours:

• This is a full-time position, typically requiring approximately 40 hours per week. However, given the leadership nature of the role and the on-site requirement, flexibility may be expected to meet critical project deadlines, executive meeting schedules, and ensure the operational effectiveness of the design team.

📝 Enhancement Note: The salary estimate is derived from current market data for Director-level UX/Design roles in the New York City metropolitan area, considering the financial services industry and the extensive experience required. Benefits are aligned with standard offerings for senior positions at established financial institutions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking). Valley Bank operates within a highly regulated sector, emphasizing stability, trust, and a strong commitment to customer security and compliance. This context means that innovation must be balanced with rigorous risk management and adherence to industry standards.

Company Size: Valley Bank is part of ADP's job listing platform, and while specific company size isn't detailed, its presence on such a platform and the scope of the Director role suggest it is a significant organization, likely mid-to-large scale, with established operations and a clear market presence.

Founded: Information regarding the founding date is not provided, but the company's established presence and the role's seniority imply a history of operations and market engagement, likely having navigated digital transformation and evolving customer expectations over time.

Team Structure:

• The Design organization is described as multidisciplinary, spanning service design, UI design, user research, and conversational design, indicating a comprehensive approach to CX.

• The role requires establishing an operating model for how design integrates with Product Management, Technology, and Business stakeholders across three distinct segments (likely Consumer, Small Business, and Wealth Management, given preferred experience).

• Cross-functional collaboration is a cornerstone, with explicit partnerships required with Business, Product, Segment, Channel, Technology, Engineering, Risk, Compliance, and Legal teams. Methodology:

• Emphasis on defining and championing a unified customer experience vision and a multi-year design strategy.

• Application of service design methodologies, including journey mapping and service blueprinting, for complex service ecosystems.

• Development of a robust user research and insight practice to inform product and strategy decisions with customer evidence.

• Focus on defining and tracking experience quality metrics (NPS, CSAT, task completion, effort scores) to connect design decisions to measurable business results.

• Drive for accessibility and inclusive design standards across all products and channels.

Company Website: https://myjobs.adp.com/vnbcareers/cx/job-listing (This URL appears to be a portal, not the primary company site. The derived domain is valley.com, which should be investigated for the actual company website.)

📝 Enhancement Note: The company context points to a large, established financial institution likely undergoing digital transformation and prioritizing customer experience. The structure necessitates a leader who can navigate complex stakeholder landscapes and integrate design effectively into core business operations and Go-To-Market strategies.

📈 Career & Growth Analysis

Operations Career Level: This position is at the Director level, signifying senior management responsibility. It involves strategic leadership, team building, and significant influence over customer experience and product direction within the Consumer Bank. The role is critical for shaping the bank's brand perception and customer loyalty through design excellence.

Reporting Structure: While not explicitly stated, a Director of UX & Design typically reports to a VP or SVP level executive, such as a Chief Product Officer, Chief Experience Officer, or a senior executive overseeing digital transformation or customer strategy. The role requires close collaboration with peers in Product Management, Technology, and various Business Segments.

Operations Impact: The Director of UX & Design will have a profound impact on the bank's operational efficiency and revenue generation by:

• Enhancing customer acquisition and retention through superior user experiences.

• Reducing operational costs by designing intuitive self-service options and efficient customer journeys.

• Driving adoption of digital products and services through user-friendly interfaces and compelling value propositions.

• Ensuring compliance and mitigating risk through well-designed, accessible, and secure experiences.

• Building a strong brand reputation through consistent and differentiated customer interactions. Growth Opportunities:

• Strategic Leadership Expansion: Potential to expand scope beyond Consumer Bank to oversee UX/Design for additional segments or the entire enterprise, leading to a VP or Chief Design Officer role.

• Cross-Functional Leadership Development: Opportunity to deepen expertise in product strategy, technology integration, and business operations through close collaboration, potentially leading to broader GTM or operational leadership roles.

• Industry Influence: As a senior leader in a major bank, opportunities may arise to contribute to industry best practices, speak at conferences, or mentor emerging talent within the financial services and design communities.

• Skill Specialization: Deepen expertise in emerging areas like AI-driven CX, conversational AI, or advanced service design for complex financial ecosystems.

📝 Enhancement Note: This role offers a significant opportunity for career advancement within the financial services sector, moving from functional leadership to broader strategic influence. The emphasis on measurable outcomes and cross-functional impact provides a clear pathway for demonstrating value and progression.

🌐 Work Environment

Office Type: The role is designated as "On-site," indicating a requirement to work from Valley Bank's New York City office. This environment is typical for senior leadership roles in financial institutions, fostering in-person collaboration, executive engagement, and team cohesion.

Office Location(s): The primary location is 245 Fifth Ave, New York, NY 10016. This is a central Manhattan location, easily accessible via public transportation, placing the role within a vibrant business district.

Workspace Context:

• The workspace is expected to be collaborative, facilitating direct interaction with design teams, product managers, technology leads, and other key business stakeholders.

• Access to modern design tools, collaboration platforms, and potentially dedicated research facilities will be available to support the design process.

• Opportunities for informal and formal interactions with colleagues across various departments will be integral to understanding business needs and driving integrated solutions.

Work Schedule: This is a full-time role, likely requiring standard business hours (e.g., 9 AM - 5 PM EST). However, as a Director-level position, flexibility will be expected to accommodate executive meetings, urgent project needs, and the demands of leading a team across different functions and potentially time zones if remote team members are involved.

📝 Enhancement Note: The on-site requirement in a major financial hub like New York City underscores the importance of in-person leadership, collaboration, and strategic engagement within the bank's core operations.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A preliminary call with an HR representative or recruiter to assess basic qualifications, experience alignment, and cultural fit.

• Hiring Manager Interview: An in-depth discussion with the hiring manager (likely a VP or SVP) to explore strategic thinking, leadership philosophy, and specific experience related to the role's responsibilities, focusing on their approach to CX vision and team building.

• Cross-Functional Stakeholder Interviews: Meetings with key partners from Product Management, Technology, and Business Segments to evaluate collaboration style, communication effectiveness, and ability to align design with business objectives. Expect questions about navigating complex stakeholder relationships and driving consensus.

• Portfolio Presentation & Case Study: A dedicated session where candidates present a curated portfolio, focusing on 1-2 key projects that demonstrate their strategic impact, leadership, and mastery of service design and research methodologies. This will likely include a discussion of measurable outcomes and ROI.

• Executive Interview: A final interview with a senior executive (e.g., Chief Product Officer, Chief Experience Officer) to assess executive presence, strategic alignment with the bank's vision, and overall leadership potential.

Portfolio Review Tips:

• Strategic Narrative: Structure your portfolio around a clear narrative that highlights your strategic vision, leadership journey, and impact. Focus on organizational-level strategy rather than just individual feature design.

• Quantifiable Impact: For each case study, clearly articulate the business problem, your approach, the specific solutions implemented, and the measurable outcomes (e.g., NPS improvements, cost savings, increased engagement). Use data and metrics effectively.

• Process & Methodology: Detail the specific service design methodologies (journey mapping, blueprinting), research techniques, and design operations frameworks you employed. Explain why you chose these methods and how they contributed to success.

• Leadership & Collaboration: Showcase your ability to lead multidisciplinary teams, influence stakeholders, and collaborate effectively with Product, Technology, and Business partners. Use examples of challenging situations and how you navigated them.

• Tailor to Valley Bank: Research Valley Bank's current offerings, customer base, and any public statements about their digital strategy or customer focus. Frame your experience and case studies to demonstrate how you can address their specific needs and challenges.

Challenge Preparation:

• Strategic CX Challenge: Be prepared for a hypothetical scenario where you are asked to outline a multi-year CX strategy for a specific segment of Valley Bank or to address a particular customer pain point. Focus on a structured approach, stakeholder alignment, and measurable goals.

• Design Operations Discussion: Expect questions about how you would build or scale a design organization, integrate design into Agile/product development cycles, and manage design resources effectively.

• Problem-Solving Scenarios: Prepare to discuss how you would approach complex problems, such as improving a specific digital banking feature, enhancing a service interaction, or integrating new AI capabilities into the customer journey, while considering regulatory constraints.

📝 Enhancement Note: The interview process is designed to thoroughly vet candidates for strategic leadership, operational capability, and executive presence. A strong portfolio that clearly demonstrates quantifiable impact and a strategic, process-oriented approach will be crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Axure RP. Proficiency in leading teams that utilize these tools for UI design and interactive prototyping.

• Service Design & Research: Miro, Mural, Lucidchart, Dovetail, UserTesting.com, Qualtrics, SurveyMonkey. Experience in leveraging these for journey mapping, service blueprinting, qualitative research, and survey analysis.

• Collaboration & Project Management: Jira, Confluence, Asana, Trello. Familiarity with how design teams integrate into Agile development workflows using these tools for task management, sprint planning, and documentation.

• Presentation & Data Visualization: PowerPoint, Keynote, Tableau, Power BI. Ability to create compelling presentations and visualize data to communicate design strategy, research findings, and impact metrics to executive audiences.

Analytics & Reporting:

• Web & App Analytics: Google Analytics, Adobe Analytics. Understanding of key metrics and how to interpret them to inform design decisions.

• Customer Feedback Platforms: NPS/CSAT survey tools (e.g., Medallia, Qualtrics), customer feedback repositories. Experience in synthesizing feedback to identify areas for CX improvement.

• Business Intelligence Tools: Tableau, Power BI, Looker. Ability to work with BI tools to track and report on business outcomes influenced by UX/Design initiatives.

CRM & Automation:

• CRM Systems: Salesforce, Microsoft Dynamics. Understanding of how CRM data can inform customer segmentation and personalization strategies within CX design.

• Marketing Automation Platforms: HubSpot, Marketo. Awareness of how design integrates with marketing campaigns and customer communication workflows.

📝 Enhancement Note: While the Director role is more strategic, a strong understanding of the tools used by their teams and how they integrate into the broader technology ecosystem is essential for effective leadership and operational oversight. The emphasis on data and analytics tools highlights the need for a data-driven approach to CX.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A deep-seated commitment to understanding and advocating for the customer in all decisions, ensuring that user needs are at the forefront of strategy and execution.

• Data-Driven Decision Making: Utilizing customer insights, behavioral data, and performance metrics to inform strategic choices, validate hypotheses, and measure the impact of design initiatives.

• Collaboration & Partnership: Fostering strong working relationships across departments (Product, Technology, Business, Risk, Legal) to achieve shared goals and deliver integrated solutions.

• Excellence & Craftsmanship: Upholding high standards for design quality, innovation, and execution, while encouraging continuous learning and skill development within the team.

• Efficiency & Scalability: Designing processes and experiences that are not only effective but also efficient to implement and scale across the organization, contributing to operational effectiveness.

Collaboration Style:

• Proactive Partnership: Actively seeking out and engaging with cross-functional partners to align on priorities, share insights, and co-create solutions.

• Transparent Communication: Maintaining open and honest communication channels, providing clear rationale for design decisions and being receptive to feedback.

• Iterative Improvement: Embracing a culture of continuous feedback and iterative design, where prototypes and solutions are tested and refined based on input from stakeholders and users.

• Knowledge Sharing: Encouraging a collaborative environment where best practices, learnings, and insights are shared freely among team members and across departments.

📝 Enhancement Note: The values and collaboration style reflect a modern, high-performing design organization expected within a forward-thinking financial institution. The emphasis on data, collaboration, and customer-centricity aligns with the broader goals of revenue generation and operational efficiency.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Innovation with Regulation: Navigating the inherent tension between introducing innovative customer experiences and adhering to strict financial industry regulations and compliance requirements.

• Legacy Systems & Processes: Overcoming potential limitations imposed by existing technology infrastructure and established organizational processes that may hinder rapid CX transformation.

• Cross-Functional Alignment: Achieving and maintaining alignment across diverse stakeholder groups (Product, Tech, Business, Risk, Legal), each with potentially competing priorities and perspectives.

• Measuring ROI of Design: Clearly demonstrating the tangible business value and return on investment of UX and design initiatives to executive leadership, particularly in a data-intensive financial environment.

• Talent Acquisition & Retention: Attracting and retaining top-tier UX and design talent in a competitive market, especially for specialized roles like service design and conversational AI, within a traditional industry.

Learning & Development Opportunities:

• Advanced CX Strategy: Deepen expertise in developing and executing long-term customer experience strategies for complex, multi-segment organizations.

• FinTech & Digital Banking Trends: Stay abreast of emerging technologies and trends in FinTech, digital banking, and AI, and explore their application within the financial services context.

• Leadership Development: Access executive coaching, leadership training programs, and mentorship opportunities to further hone strategic leadership and organizational influence skills.

• Industry Conferences & Workshops: Participate in leading industry events focused on customer experience, design leadership, and financial services innovation to gain new perspectives and network with peers.

• Mentorship of Design Teams: Develop coaching and mentorship skills by guiding and developing a talented team of designers, fostering their career growth and expertise.

📝 Enhancement Note: The challenges presented are common in large, regulated industries. Addressing them effectively will require strong strategic thinking, exceptional collaboration skills, and a deep understanding of both design principles and business objectives. The growth opportunities are significant for a leader looking to make a substantial impact.

💡 Interview Preparation

Strategy Questions:

• "How would you define and champion a unified customer experience vision for a complex organization like Valley Bank, considering its multiple segments and channels?" - Prepare by outlining a structured approach, emphasizing research, stakeholder buy-in, and clear articulation of principles.

• "Describe your process for developing a multi-year design strategy that balances near-term delivery with long-horizon capability building." - Focus on phased approaches, prioritization frameworks, and integration with product roadmaps.

• "How do you establish experience principles and a design point of view that differentiates a brand and deepens customer relationships, particularly in a competitive financial services market?" - Emphasize brand alignment, competitive analysis, and unique value propositions. Company & Culture Questions:

• "What is your philosophy on building and leading a high-performing, multidisciplinary design organization, and how would you foster a culture of craft and curiosity at Valley Bank?" - Discuss team structure, talent development, fostering psychological safety, and continuous learning.

• "How do you ensure that design integrates effectively with product management, technology, and business stakeholders across different segments?" - Detail your approach to establishing operating models, defining roles and responsibilities, and driving alignment.

• "How would you collaborate with Risk, Compliance, and Legal to ensure experiences meet regulatory requirements while still delivering for customers?" - Highlight your understanding of regulatory environments and your approach to proactive engagement and problem-solving. Portfolio Presentation Strategy:

• Executive Summary: Begin with a concise overview of your role, the scope of your work, and the key strategic objectives you addressed.

• Problem/Opportunity Framing: Clearly articulate the business challenge or customer opportunity that your work aimed to solve, linking it directly to business goals.

• Strategic Approach & Methodology: Detail your strategic thinking, the specific service design or research methodologies you employed, and the rationale behind your choices.

• Solution & Design Process: Showcase the design solutions, emphasizing user-centered principles and iterative development. Use visuals effectively.

• Impact & Outcomes: Quantify the results achieved, using metrics like NPS, CSAT, task completion, revenue impact, or cost savings. Clearly demonstrate the ROI of your efforts.

• Leadership & Collaboration: Weave in examples of how you led teams, managed stakeholders, and collaborated cross-functionally throughout the project lifecycle.

• Tailoring to Valley Bank: Conclude by explicitly connecting your experience and insights to Valley Bank's specific context, challenges, and opportunities.

Challenge Preparation:

• Strategic CX Plan: Be ready to outline a high-level CX strategy for a specific Valley Bank product or customer journey, including key initiatives, metrics, and cross-functional dependencies.

• Design Operations Framework: Prepare to discuss how you would structure a design operations function to support efficiency, scalability, and quality across the design team.

• Stakeholder Management Scenario: You might be presented with a scenario involving conflicting priorities between business units and asked how you would facilitate alignment and drive a unified CX vision.

📝 Enhancement Note: The interview preparation focuses on strategic thinking, leadership, and the ability to translate design initiatives into measurable business outcomes. A strong portfolio that showcases these elements will be critical for success.

📌 Application Steps

To apply for this Director, UX & Design position at Valley Bank:

• Submit your application through the provided ADP portal link.

• Portfolio Customization: Curate your portfolio to prominently feature 2-3 case studies that best exemplify your experience in developing and executing organizational-level CX strategies, leading multidisciplinary design teams, and driving measurable business impact within complex or regulated environments.

• Resume Optimization: Tailor your resume to highlight keywords and responsibilities mentioned in the job description, such as "Experience Strategy," "Service Design," "Organizational Leadership," "Cross-Functional Partnership," and "Measurement and Outcomes." Quantify achievements wherever possible.

• Interview Preparation: Practice articulating your strategic approach, leadership philosophy, and problem-solving methodologies. Prepare concise, data-backed answers for potential interview questions, focusing on how you would drive CX excellence at Valley Bank. Be ready to present your portfolio with a clear narrative focused on business impact.

• Company Research: Thoroughly research Valley Bank's current market position, customer offerings, digital presence, and any stated commitments to customer experience or innovation. Understand the financial services industry landscape and its regulatory context to demonstrate informed thinking.

⚠️ 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.