Lead - UX Delivery

📍 Job Overview

Job Title: Lead - UX Delivery

Company: United Airlines

Location: Chicago, Illinois, United States; Houston, Texas, United States

Job Type: FULL_TIME

Category: User Experience (UX) Design & Delivery within Operations IT

Date Posted: April 30, 2026

Experience Level: 3+ Years

Remote Status: On-site

🚀 Role Summary

• Lead and oversee the delivery of User Experience (UX) design for employee-facing tools within Operations IT, focusing on enhancing user engagement and meeting business objectives.

• Act as the primary point of contact for UX initiatives within a designated domain, managing UX timelines, deliverables, and quality assurance.

• Champion and enforce established design standards across desktop and mobile applications to ensure a consistent and high-quality user experience throughout the Operations portfolio.

• Foster strong relationships with business and IT partners, effectively communicating design decisions and incorporating feedback to drive successful project outcomes.

• Identify and mentor UX talent, contributing to the continuous improvement of UX delivery processes and the integration of emerging technologies like AI.

📝 Enhancement Note: This role is positioned within "Operations IT" and focuses on employee tools, indicating a strong emphasis on internal process efficiency, user adoption, and the practical application of UX principles to improve daily workflows for United Airlines employees. The "Lead" title implies a blend of hands-on design work and team/project management responsibilities, requiring not just strong design skills but also leadership and stakeholder management capabilities.

📈 Primary Responsibilities

• Oversee all UX work and manage UX contractors for multiple domain projects, ensuring timely and high-quality delivery.

• Track UX project timelines, milestones, and resource allocation, proactively identifying and mitigating potential risks to delivery.

• Provide essential design support throughout the development lifecycle, including assisting with Quality Assurance (QA) to ensure accurate implementation of designs.

• Review visual design assets, documenting detailed visual styling specifications for the development team to ensure brand consistency and aesthetic quality.

• Critically review wireframes, screen-flow diagrams, prototypes, and UI specifications, providing constructive feedback for iterative design improvements.

• Translate identified user needs and business requirements into actionable design inputs and specifications.

• Analyze usability research findings and incorporate insights into design iterations to enhance user satisfaction and task completion rates.

• Develop deep subject matter expertise within a specific operational domain, understanding the unique needs and workflows of the user group.

• Build and maintain robust relationships with key business stakeholders and IT partners to ensure alignment and buy-in on UX initiatives.

• Facilitate effective communication with diverse stakeholders, articulating design rationale, presenting progress updates, and integrating feedback into the design process.

• Collaborate seamlessly with cross-functional teams, including business analysts, researchers, developers, and product owners, throughout the entire design lifecycle.

• Identify and recruit high-potential UX talent, while also mentoring and nurturing existing team members to foster professional growth.

• Partner with UX Project Managers to staff new intake requests and monitor the progress of current project deliverables.

• Stay current with the latest UX technologies, tools, and processes, with a specific focus on optimizing UX delivery and exploring the integration of AI capabilities into design solutions.

• Design and advocate for user experiences that effectively incorporate Artificial Intelligence (AI) functionalities.

• Enforce adherence to established design standards and actively contribute to their ongoing development and refinement.

📝 Enhancement Note: The responsibilities highlight a hybrid role that combines hands-on UX design and review with project management, leadership, and strategic thinking. The emphasis on "Operations IT" and "employee tools" suggests a focus on efficiency, productivity, and internal process improvement rather than external customer-facing applications, though the principles of user-centered design remain paramount. The inclusion of AI integration points to a forward-looking approach to employee tool development.

🎓 Skills & Qualifications

Education:

Experience:

• A minimum of 3 years of progressive experience in UI/UX design or UX research, with a proven track record of delivering impactful design solutions.

• Demonstrated experience in supporting UX deliverables for enterprise applications or e-commerce platforms. Experience within the airline or travel industry is highly preferred.

• Proven ability to create or meticulously review wireframes, visual design compositions, and detailed design specification documents.

Required Skills:

• Strong understanding of fundamental UI/UX design principles and best practices, with a user-centered approach.

• Proficiency in creating wireframes, user flows, and interactive prototypes to communicate design concepts effectively.

• Familiarity with HTML, JavaScript, and CSS, and an understanding of how they influence UI/UX design implementation.

• Knowledge of design frameworks and guidelines for platforms such as iOS, Android, and Material Design.

• Excellent verbal and written communication skills, with the ability to articulate complex design ideas clearly and persuasively.

• A positive attitude and a demonstrated ability to work effectively and collaboratively within a team environment.

• A strong sense of accountability and a results-driven mindset, with a commitment to achieving project goals.

• High attention to detail, coupled with the ability to work efficiently and meet demanding deadlines.

• Creative and effective problem-solving skills, with the capacity to tackle complex design challenges.

Preferred Skills:

• Direct experience within the airline or travel industry, providing valuable context for user needs and operational workflows.

• Familiarity and hands-on experience with industry-standard UX design and collaboration tools such as Figma, Sketch, Axure, InVision, or Miro.

• Knowledge of Web Content Accessibility Guidelines (WCAG) and experience designing accessible digital products.

• Proven effectiveness in cross-functional team environments, collaborating with business analysts, designers, researchers, developers, and product owners.

• Experience with Agile and/or Lean methodologies, understanding their impact on the design and delivery process.

• Experience or a solid understanding of designing for both web and mobile applications.

📝 Enhancement Note: The minimum qualifications suggest a mid-level to senior individual contributor role with leadership potential. The preferred qualifications emphasize practical tool proficiency and familiarity with modern development methodologies, which are crucial for efficient UX delivery in a corporate IT setting. The note about legal authorization to work without sponsorship is a critical compliance requirement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a range of UX design projects, demonstrating your ability to translate user needs into effective and engaging employee tools.

• Case studies that clearly illustrate your design process, from initial research and ideation through to final implementation and iteration.

• Examples of wireframes, user flows, interactive prototypes, and final UI designs, highlighting your proficiency across different design stages.

• Documentation of how you have incorporated user feedback and research findings to drive design improvements and achieve project objectives.

Process Documentation:

• Demonstrate experience in documenting design processes, including user research methodologies, ideation techniques, design reviews, and QA support.

• Showcase your ability to create clear and concise design specifications that effectively guide development teams.

• Provide examples of how you have contributed to process improvements within UX delivery or cross-functional workflows.

• Illustrate your understanding of how to integrate UX processes within Agile or Lean development frameworks.

• Document your approach to ensuring design consistency and adherence to standards across multiple projects and platforms.

📝 Enhancement Note: While not explicitly stated as a formal requirement, a strong portfolio is implicitly essential for any UX role, especially a Lead position. This section outlines what a compelling portfolio for this specific role should encompass, focusing on process, problem-solving, and tangible results relevant to enterprise applications and employee tools.

💵 Compensation & Benefits

Salary Range: $112,480.00 - $146,540.00 USD per year.

Benefits:

• Comprehensive medical, dental, and vision insurance plans.

• Access to employee wellness programs and benefits designed to support overall health.

• Life, accident, and disability insurance coverage for added security.

• Generous parental leave policy to support new parents.

• Employee Assistance Program (EAP) offering confidential counseling and support services.

• Commuter benefits to assist with transportation costs.

• Paid holidays, providing time off for national observances.

• Paid Time Off (PTO) for vacation, personal days, and sick leave.

• 401(k) retirement savings plan with potential company match.

• Flight privileges, offering significant travel benefits for employees and potentially their families.

Working Hours: The role is designated as FULL_TIME, which typically implies a standard 40-hour work week. As this is an on-site position, specific daily hours will align with typical business operations for the Chicago and Houston locations, likely involving core business hours with potential flexibility based on project needs.

📝 Enhancement Note: The salary range provided is competitive for a Lead UX role in major US metropolitan areas like Chicago and Houston, especially within a large, established corporation like United Airlines. The extensive benefits package, particularly the flight privileges, is a significant draw for employees in the travel industry. The "on-site" designation means candidates should expect to work from the specified office locations during standard business hours, though some flexibility might be available.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aviation & Transportation. United Airlines operates within a highly regulated and dynamic global industry, requiring robust, reliable, and efficient technology solutions to support complex operations.

Company Size: United Airlines is a major global airline, employing tens of thousands of individuals worldwide. This large scale suggests a structured corporate environment with established processes, a significant IT department, and opportunities for specialized roles.

Founded: United Airlines has a long and rich history, founded in 1926. This extensive legacy implies a stable organization with deep operational expertise and a commitment to innovation that has sustained it through decades of industry evolution.

Team Structure:

• The role sits within the Digital Technology team, specifically focusing on "Operations IT." This suggests a dedicated internal IT group that supports the operational backbone of the airline.

• The UX Delivery Lead will likely be part of a larger UX team, potentially with specialized roles such as UX Researchers, Visual Designers, and other UX Designers.

Methodology:

• The role operates within a technology-driven environment that likely embraces modern software development methodologies, such as Agile or Lean, to facilitate iterative design and development.

• A strong emphasis is placed on user-centered design, ensuring that employee tools are intuitive, efficient, and meet the practical needs of the users.

• Data-driven decision-making is implied, with the use of user research, usability testing, and potentially operational data to inform design choices and measure impact.

• The integration of AI capabilities suggests an ongoing effort to leverage advanced technologies to enhance user experiences and operational efficiency.

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

📝 Enhancement Note: United Airlines' position as a legacy carrier in the aviation industry means the Operations IT team likely deals with critical systems that require high reliability and efficiency. The "Lead - UX Delivery" role is crucial for ensuring that these essential internal tools are not only functional but also user-friendly, thereby improving employee productivity and satisfaction in demanding operational roles.

📈 Career & Growth Analysis

Operations Career Level: This "Lead" position represents a significant step beyond a standard individual contributor UX Designer role. It signifies a transition into a role with leadership responsibilities, project oversight, and direct influence on the quality and direction of UX delivery within a specific operational domain. It requires a blend of deep UX expertise and the ability to guide and manage both projects and potentially people (contractors).

Reporting Structure: The UX Delivery Lead will likely report to a UX Manager or Director within the Digital Technology organization, or potentially a Product Management lead overseeing the Operations IT portfolio. They will be responsible for managing UX work, including overseeing contractors, and liaising with various business and IT stakeholders.

Operations Impact: The UX Delivery Lead plays a critical role in optimizing the efficiency and effectiveness of United Airlines' operations by improving the digital tools used by employees. By ensuring a seamless and intuitive user experience for critical operational applications, this role directly contributes to reducing errors, increasing productivity, improving employee satisfaction, and ultimately supporting the airline's overall operational performance and customer service delivery. The focus on AI integration further highlights the potential for significant operational impact through advanced technology adoption.

Growth Opportunities:

• Leadership Advancement: Potential progression to a full-time UX Manager or Senior UX Lead role, managing a larger team of designers and researchers, and taking on broader strategic responsibilities for the UX function within Operations IT or other divisions.

• Specialization: Deepen expertise in specific areas such as AI-driven UX, accessibility design, or UX strategy for complex enterprise systems.

• Cross-Functional Mobility: Opportunities to move into Product Management, Program Management, or other strategic roles within Digital Technology or Operations, leveraging a strong understanding of user needs and system capabilities.

• Industry Expertise: Continued development of specialized knowledge within the aviation and travel technology sectors, making them a highly valuable asset in this niche.

📝 Enhancement Note: The "Lead" designation implies a career path that bridges individual contribution with managerial responsibilities. Success in this role could open doors to more senior leadership positions within UX or related technology/product management functions, especially within an organization as large and complex as United Airlines. The emphasis on employee tools means growth can also come from deeply understanding and improving critical operational workflows.

🌐 Work Environment

Office Type: This is an on-site role, indicating a traditional office environment where collaboration, team meetings, and access to company resources are physically present. The work will likely occur in a corporate office setting typical for a major airline's technology division.

Office Location(s): The role is open to candidates based in or willing to relocate to Chicago, Illinois, or Houston, Texas. These are major operational hubs for United Airlines, suggesting proximity to key business functions and a vibrant corporate environment.

Workspace Context:

• The workspace will likely be a collaborative office setting designed to facilitate team interaction, brainstorming, and cross-functional meetings.

• Employees will have access to the necessary technology and tools required for UX design, development support, and communication with remote or distributed team members.

• Opportunities for direct interaction with IT partners, business stakeholders, and fellow UX team members will be readily available, fostering a dynamic and communicative work environment.

• The environment will likely support a blend of focused individual work (designing, reviewing) and collaborative sessions (workshops, feedback meetings).

Work Schedule: As a FULL_TIME, on-site position, the work schedule will typically align with standard business hours (e.g., 9 AM to 5 PM) for the respective locations (Chicago or Houston). While core hours are expected, there may be flexibility required to meet project deadlines, attend critical meetings, or support development teams working across different time zones or on urgent operational needs.

📝 Enhancement Note: The on-site requirement is a key factor for candidates to consider. It suggests a preference for in-person collaboration and team integration, which can be beneficial for rapid problem-solving and team cohesion in a complex operational environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess qualifications and experience alignment.

• Hiring Manager Interview: An in-depth discussion with the hiring manager to evaluate your leadership potential, UX philosophy, and understanding of enterprise application design. Expect questions about your experience managing projects and stakeholders.

• Team/Peer Interviews: Meetings with other UX designers, developers, or business analysts to assess your collaboration style, technical acumen, and cultural fit within the team.

• Design Challenge/Case Study Presentation: You may be asked to present a portfolio piece or complete a small design exercise that demonstrates your problem-solving skills, design process, and ability to articulate your rationale. This is a critical opportunity to showcase your UX delivery capabilities.

• Final Interview: Potentially with a senior leader or key stakeholder to discuss strategic alignment and overall fit.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 projects that best showcase your experience in leading UX delivery, working on enterprise or employee-facing applications, and demonstrating impact. Prioritize projects that align with the job description's focus on Operations IT and employee tools.

• Highlight Process: For each project, clearly articulate the problem, your role, the process you followed (research, ideation, design, testing, implementation support), the tools you used, and the outcomes/impact. Use visuals effectively.

• Showcase Leadership: Emphasize any instances where you led a UX effort, managed contractors, influenced stakeholders, or contributed to design standards. Quantify impact where possible (e.g., "reduced task completion time by X%").

• Address Operations Context: If possible, include projects that demonstrate an understanding of operational workflows or the challenges of designing for complex systems.

• Prepare for Questions: Be ready to discuss your design decisions, trade-offs made, how you handled feedback, and how you would approach similar challenges at United Airlines.

Challenge Preparation:

• Understand the Domain: Research United Airlines' operations, common employee workflows, and the types of challenges faced by airline staff.

• Focus on Problem-Solving: For any design challenge, clearly define the problem statement, outline your approach, and justify your proposed solutions with user-centered reasoning.

• Demonstrate Efficiency: Highlight how your design solutions aim to improve efficiency, reduce errors, or streamline processes for employees.

• Communicate Clearly: Practice articulating your thoughts concisely and persuasively, especially if presenting your work or challenge solution.

📝 Enhancement Note: The emphasis on portfolio presentation and potential design challenges underscores the practical, results-oriented nature of this role. Candidates should be prepared to demonstrate not just creative design skills but also their ability to manage projects, influence stakeholders, and deliver tangible improvements within a corporate IT context.

🛠 Tools & Technology Stack

Primary Tools:

• UX Design & Prototyping: Figma, Sketch, Axure, InVision (Familiarity with at least one is expected; experience with multiple is a plus).

• Collaboration & Whiteboarding: Miro, Mural (Essential for remote collaboration, brainstorming, and process mapping).

• Design Systems: Experience with or ability to work within established design systems to ensure consistency.

Analytics & Reporting:

CRM & Automation:

• Not directly applicable to the core UX design function, but an understanding of how UX integrates with broader enterprise systems, including CRM or workflow automation platforms, could be advantageous for context.

📝 Enhancement Note: The preferred skills list explicitly mentions Figma, Sketch, Axure, InVision, and Miro. Proficiency in at least one of these key UX/UI design and collaboration tools is highly probable for this role, and candidates should be prepared to discuss their experience with them.

👥 Team Culture & Values

Operations Values:

• Efficiency & Reliability: A core value in any operational setting, ensuring that systems and processes are optimized for speed, accuracy, and dependability.

• User-Centricity: A commitment to understanding and meeting the needs of employees who rely on these tools for their daily work.

• Collaboration: A strong emphasis on teamwork and cross-functional partnership to achieve shared goals.

• Innovation: A drive to leverage technology, including AI, to continuously improve processes and user experiences.

• Accountability: A culture where individuals take ownership of their work and are committed to delivering results.

Collaboration Style:

• Cross-Functional Integration: The role requires close collaboration with IT teams (developers, architects, QA), business analysts, product managers, and operational end-users.

• Feedback-Driven: An environment where constructive feedback is regularly exchanged to refine designs and processes.

• Proactive Communication: Essential for managing expectations, aligning stakeholders, and ensuring smooth project execution.

• Problem-Solving Focus: A collective approach to tackling challenges and finding effective solutions.

📝 Enhancement Note: The culture at a large, established company like United Airlines, particularly within its IT and Operations divisions, likely values professionalism, adherence to process, and a results-oriented approach. The UX team will need to balance user advocacy with the practical constraints and requirements of a large enterprise.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing User Needs with Business Constraints: Effectively advocating for user experience while navigating the technical, budgetary, and timeline limitations inherent in a large enterprise IT environment.

• Driving Adoption of New Designs: Ensuring that employees embrace and effectively utilize new or updated tools, requiring strong change management and communication strategies.

• Integrating AI Seamlessly: Designing intuitive and valuable user experiences that leverage AI capabilities without overwhelming or confusing users.

• Maintaining Consistency Across a Large Portfolio: Ensuring that design standards are consistently applied across numerous employee tools and platforms, especially when managing multiple projects and contractors.

• Navigating Complex Operational Workflows: Gaining a deep understanding of intricate airline operations to design tools that genuinely enhance productivity and safety.

Learning & Development Opportunities:

• Advanced UX Techniques: Opportunities to deepen expertise in areas like AI-driven UX, accessibility, and design for complex enterprise systems.

• Industry Best Practices: Exposure to cutting-edge UX methodologies and technologies within the aviation and technology sectors.

• Leadership Development: Training and mentorship to enhance project management, stakeholder negotiation, and team leadership skills.

• Cross-Functional Exposure: Gaining a broader understanding of airline operations and other IT functions within United Airlines.

📝 Enhancement Note: This role offers significant opportunities for professional growth by tackling complex challenges in a critical industry. The focus on AI and enterprise-level UX design provides a strong foundation for future career development in the technology and operations space.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to balance conflicting stakeholder requirements for a UX project. How did you reach a consensus and what was the outcome?" (Assesses stakeholder management and negotiation skills).

• "Walk me through a complex UX project you led from inception to delivery. What were the key challenges, your approach to overcoming them, and the measurable impact of your work?" (Evaluates end-to-end UX process, leadership, and impact articulation).

• "How would you approach designing a new feature or tool that incorporates AI for our operations employees? What are the key considerations for user experience?" (Tests understanding of AI in UX and operational context).

Company & Culture Questions:

• "What do you know about United Airlines' operations and the types of technology used by our employees?" (Demonstrates research and understanding of the business context).

• "How do you ensure design standards are consistently applied, especially when working with external contractors or multiple development teams?" (Focuses on process, quality control, and collaboration).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly state the problem, your role, the user/business goals, your process, the solutions, and the results. Use a consistent story arc.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the value of your design work (e.g., improved efficiency, reduced error rates, increased user satisfaction scores).

• Showcase Leadership: Highlight instances where you guided the design direction, managed project timelines, or influenced key decisions.

• Explain Trade-offs: Be ready to discuss any compromises made during the design process and the rationale behind them.

• Tailor to United: Briefly explain why your experience and approach are a good fit for United Airlines' specific needs within Operations IT.

📝 Enhancement Note: Interview preparation should focus on demonstrating leadership, strategic thinking, a deep understanding of UX principles, and the ability to apply them in a large, operational enterprise context. The ability to articulate impact and manage complex stakeholder relationships will be crucial.

📌 Application Steps

To apply for this Lead - UX Delivery position:

• Navigate to the United Airlines Careers portal and locate the specific job posting (Job ID: WHQ00026346).

• Submit your application through the provided link, ensuring all required fields are completed accurately.

• Tailor Your Resume: Customize your resume to highlight experience in UI/UX design, UX research, enterprise applications, stakeholder management, and leadership, using keywords from the job description such as "UX Delivery," "Operations IT," "wireframes," "prototypes," and "design standards." Quantify achievements where possible.

• Prepare Your Portfolio: Curate a portfolio that showcases 3-5 of your most relevant UX projects, with a focus on enterprise or employee-facing applications. Clearly detail your process, role, challenges, solutions, and measurable outcomes. Be ready to present specific case studies during interviews.

• Research United Airlines: Familiarize yourself with United Airlines' business, its operational challenges, and its commitment to technology and employee experience. Understand their brand and any publicly available information about their IT initiatives.

• Practice Interview Responses: Prepare answers to common UX interview questions, focusing on behavioral examples that demonstrate your leadership, problem-solving skills, and ability to collaborate effectively in a corporate environment. Practice articulating your portfolio projects concisely and impactfully.

⚠️ 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.