Senior UX Manager, B2C

📍 Job Overview

Job Title: Senior UX Manager, B2C

Company: GetYourGuide

Location: Zurich, Switzerland

Job Type: Full-time

Category: User Experience (UX) Management / Design Leadership

Date Posted: May 07, 2026

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Lead a multidisciplinary team of product designers, content designers, and researchers focused on enhancing the customer experience for transactions and on-trip services.

• Drive measurable improvements in conversion rates, payment reliability, post-booking Net Promoter Score (NPS), and customer support efficiency through data-driven design and experimentation.

• Navigate complex technical challenges in payments, anti-fraud, security, and regulatory compliance, ensuring a seamless and secure user journey.

• Foster strong cross-functional collaboration with Product Management, Engineering, Data Analytics, Support Operations, Risk, and Compliance teams to align UX strategy with business objectives.

• Develop and evangelize best-in-class experimentation, data-driven design principles, and rapid optimization strategies for all payment and support touchpoints.

📝 Enhancement Note: The role is classified under UX Management and Design Leadership due to the explicit requirement to lead and manage a team of designers and researchers, with a focus on strategic product experience across critical customer touchpoints like checkout and post-booking support. This aligns with senior operations leadership roles that focus on process optimization and customer journey enhancement.

📈 Primary Responsibilities

• Manage and mentor a team of 3 product designers, 2 content designers, and 1 researcher, fostering their professional growth and ensuring high-quality output.

• Oversee the UX strategy and execution for core transaction flows, including checkout, payment processing, and refund management, to ensure reliability and user satisfaction.

• Champion the development of seamless post-booking service experiences, from confirmations and fulfillment to flexible modifications and multi-channel customer support resolutions.

• Collaborate closely with Product Managers and Engineering leads to define product roadmaps, prioritize initiatives, and ensure UX considerations are integrated into the development lifecycle.

• Drive structured problem-solving for ambiguous service challenges, such as guest issues during redemption, rapid refund resolution, or cross-timezone support handoffs, ensuring operational efficiency and customer delight.

• Implement and manage an experimentation-driven design process, leveraging A/B testing and data analytics to inform design decisions and optimize user journeys.

• Maintain high standards for operational excellence, resilience, and compliance, proactively identifying and mitigating UX risks that could impact financial transactions or customer support operations.

• Lead critical design reviews, effectively balancing competing priorities such as security, legal requirements, customer needs, and speed-to-market.

• Influence product strategy by adopting a "PM hat," balancing aspirational user experiences with achievable execution paths that deliver tangible business impact.

📝 Enhancement Note: The primary responsibilities are heavily focused on operational excellence within the UX domain, specifically concerning transaction integrity, customer support efficiency, and process optimization. This includes managing complex, cross-functional workflows and ensuring compliance, which are core to Revenue Operations and Sales Operations roles.

🎓 Skills & Qualifications

Education: Bachelor's degree in Design, Human-Computer Interaction, Psychology, or a related field. Master's degree or equivalent practical experience preferred.

Experience:

• 8+ years of previous experience leading and managing teams of at least 4-6 designers for consumer-facing digital products.

• 4+ years of direct experience as a design manager, with responsibility for at least two complex and ambiguous product verticals that have delivered measurable business impact.

• Proven experience working in fast-paced, agile environments, demonstrating the ability to solve ambiguity through structured design thinking and established frameworks.

• Demonstrated ability to take projects from concept to launch ("zero to one").

Required Skills:

• UX Management & Team Leadership: Proven ability to lead, mentor, and grow multidisciplinary design teams (product design, content design, research).

• B2C Product Experience: Deep understanding of user needs and behaviors in consumer-facing digital products, particularly within e-commerce or travel sectors.

• Design Thinking & Problem Solving: Expertise in applying structured design thinking methodologies to solve complex, ambiguous problems and drive innovation.

• Experimentation-Driven Design: Strong proficiency in designing, implementing, and analyzing A/B tests and other experimentation methods to optimize user experience and business metrics.

• Stakeholder Management & Communication: Excellent ability to articulate and defend design decisions, negotiate trade-offs, and build consensus with diverse stakeholders, including senior leadership.

• Product Strategy Influence: Capacity to influence product strategy, understanding the balance between ideal user experiences and executable business roadmaps.

• Operational Excellence: Commitment to maintaining high standards for operational resilience, compliance, and process efficiency, especially in financial transaction contexts.

• Cross-functional Collaboration: Ability to effectively partner with Product Management, Engineering, Data Analytics, Support Ops, Risk, and Compliance teams.

Preferred Skills:

• Experience working with AI-driven products, particularly Generative AI (GenAI).

• Experience in Fintech, marketplace platforms, or customer support domains.

• Experience scaling design teams within a mid to late-stage startup environment.

• Familiarity with payment systems, anti-fraud measures, and regulatory compliance frameworks relevant to e-commerce.

📝 Enhancement Note: The experience requirements are substantial, indicating a need for seasoned leadership. The emphasis on managing complex verticals, solving ambiguity, and driving measurable impact through experimentation aligns strongly with the strategic, process-oriented nature of senior operations roles. The "wear a PM hat" requirement highlights a need for business acumen, which is crucial for operations professionals.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least one significant project demonstrating leadership in optimizing complex B2C transactional flows (e.g., checkout, payments, refunds) with measurable improvements in conversion rates, reliability, or NPS.

• Include case studies that highlight structured problem-solving for ambiguous service challenges, detailing the process from problem definition to solution implementation and outcome.

• Present examples of how you have driven experimentation and data-driven design to achieve specific business objectives, e.g., increasing payment success rates or reducing customer support contact volume.

Process Documentation:

• Detail your approach to developing and documenting UX processes, including user research methodologies, design sprints, and A/B testing frameworks.

• Provide examples of how you have implemented and refined design operational processes to improve team efficiency, scalability, and quality of output.

• Illustrate your methods for measuring the impact of UX initiatives, focusing on key metrics such as conversion rates, customer satisfaction (NPS), support ticket reduction, and payment success rates.

📝 Enhancement Note: While this role is in UX, the portfolio requirements are highly relevant to operations professionals. They emphasize process, measurable impact, cross-functional collaboration, and structured problem-solving, all critical components of a strong operations candidate's portfolio. The focus on "zero to one" projects and scaling teams also resonates with operations leadership.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior UX Managers in Zurich, Switzerland, with 10+ years of experience, managing teams and complex product verticals, the estimated annual salary range is CHF 140,000 - CHF 190,000. This range accounts for the seniority of the role, the specific responsibilities in managing critical financial transactions and customer support, and the cost of living in Zurich.

Benefits:

• Personal Growth: Annual personal growth budget and dedicated mentorship programs for continuous learning and professional development.

• Flexibility: Opportunity to work from anywhere in the world for up to 30 days per year, offering significant work-life integration.

• Hybrid Work Model: A structured hybrid approach with three days of in-office collaboration (Monday, Tuesday, Thursday) and two days of flexible at-home focus time.

• Team & Company Engagement: Regular opportunities for collaboration and socialization through quarterly team events and annual company-wide gatherings.

• Wellness & Lifestyle: Monthly transportation and fitness budgets to support employee well-being, alongside comprehensive health and wellness benefits.

• Perks: Employee discounts on GetYourGuide activities for personal use, friends, and family, and a language reimbursement program.

Working Hours: The standard working hours are approximately 40 hours per week, with a hybrid arrangement allowing for flexibility in structuring the work week, balancing in-office collaboration with remote focus time.

📝 Enhancement Note: The salary estimate is based on research of senior UX leadership roles in Zurich, considering the significant experience required (10+ years) and the strategic importance of the role in managing financial transactions and customer support operations. Benefits are extensive and reflect a company culture that prioritizes employee growth, flexibility, and well-being, which are attractive to operations professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Online Travel & Tourism, E-commerce Marketplace. GetYourGuide operates in a dynamic, global market, connecting travelers with local experiences. This industry context means a constant need for innovation, scalability, and robust operational processes to handle a high volume of transactions and customer interactions across diverse geographies.

Company Size: GetYourGuide is a well-established mid-to-late-stage startup, indicating a structured yet agile environment. For operations professionals, this means opportunities to influence and refine processes, work with established systems, and contribute to growth initiatives without the extreme ambiguity of a very early-stage startup.

Founded: GetYourGuide was founded in 2009. Its history as a leading online travel agency suggests a mature understanding of customer needs, operational complexities, and the importance of a seamless user experience, particularly in critical areas like payments and post-booking support.

Team Structure:

• The UX team is multidisciplinary, comprising Product Designers, Content Designers, and Researchers, led by this Senior UX Manager.

• This manager has a dotted-line reporting structure for the researcher, indicating strong collaboration but potentially direct management of designers and content designers.

Methodology:

• Data-Driven Design & Experimentation: A core methodology emphasizing the use of data analytics and A/B testing to inform design decisions and drive measurable improvements. This is a hallmark of effective operations, focusing on optimization and ROI.

• Structured Problem-Solving: A methodical approach to tackling ambiguous challenges, breaking them down into manageable components and developing systematic solutions.

• Agile Development & Rapid Optimization: Working in fast-paced environments requires agile methodologies to deliver high-quality work at speed and scale, with a continuous focus on rapid iteration and optimization.

Company Website: https://www.getyourguide.careers/

📝 Enhancement Note: The company context highlights a blend of startup agility and established operational maturity. For operations roles, this implies a chance to implement best practices and drive efficiency within a growing, data-informed organization. The emphasis on structured problem-solving and data-driven approaches aligns perfectly with operations principles.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior leadership position within the UX discipline, equivalent to a Director or Senior Manager level in operations. It involves managing a team, owning critical product areas (transactions, on-trip support), and influencing strategic product direction. For an operations professional, this translates to a role focused on optimizing core business processes that directly impact revenue and customer satisfaction.

Reporting Structure: The Senior UX Manager reports into a higher-level design or product leadership role. They will work closely with peers in Product Management, Engineering, and Operations to ensure seamless integration of UX strategy with overall business goals. This collaborative reporting structure is common in operations, where alignment across departments is crucial.

Operations Impact: The UX team's work directly impacts GetYourGuide's revenue through conversion optimization and payment reliability. It also significantly influences customer satisfaction and loyalty by ensuring seamless post-booking experiences and effective support resolution, which in turn reduces support costs and improves operational efficiency.

Growth Opportunities:

• Leadership Development: Opportunities to expand management scope, potentially leading larger or more diverse teams, and influencing broader design and product strategy within the company.

• Specialization: Deepen expertise in critical domains like Fintech UX, marketplace dynamics, or scaling operations in high-growth environments.

• Cross-functional Leadership: Transition into broader operational leadership roles by leveraging deep understanding of customer journeys and their impact on business performance.

• Mentorship & Coaching: Develop coaching skills by mentoring junior team members and contributing to the company's talent development programs.

📝 Enhancement Note: This analysis frames the UX role through an operations lens, highlighting its direct impact on revenue, efficiency, and customer lifecycle management. The growth opportunities emphasize pathways relevant to operations professionals seeking to advance their careers in leadership and strategic roles.

🌐 Work Environment

Office Type: GetYourGuide offers a hybrid work model. This means the primary work environment involves a blend of in-office collaboration and remote work. The office is designed to foster collaboration, team building, and focused work sessions.

Office Location(s): The role is based in Zurich, Switzerland. Specific office details would typically be available on the company's careers page or provided during the interview process. Zurich offers a high quality of life and is a major European business hub.

Workspace Context:

• Collaborative Environment: The designated in-office days (Mon, Tue, Thur) are structured to maximize face-to-face interaction, brainstorming, and team alignment, which is crucial for complex problem-solving in UX and operations.

• Tools & Technology: Employees are expected to have access to the necessary tools and technology for remote and in-office work, likely including high-performance laptops, collaboration software (e.g., Slack, Zoom), and access to the company's tech stack.

• Team Interaction: The hybrid model encourages regular interaction with team members and cross-functional colleagues, fostering a sense of community and facilitating efficient communication and knowledge sharing, vital for operations teams.

Work Schedule: The hybrid model provides a structured schedule with specific in-office days, allowing for predictable collaboration. The remaining two days offer flexibility for focused work at home, enabling operations professionals to manage their workflows effectively and balance task execution with personal needs.

📝 Enhancement Note: The hybrid work environment with designated office days is typical for roles requiring significant collaboration, similar to many operations functions that benefit from team synergy. The description suggests a well-supported workspace conducive to both focused work and collaborative problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit CV/resume in English via the provided link.

• Initial Screening: A review of your application and portfolio by the recruiting team to assess qualifications and alignment with the role's requirements.

• Hiring Manager Interview: Typically involves a discussion with the hiring manager to delve into your experience, leadership style, and approach to UX challenges, particularly in complex domains like transactions and support. Expect questions about team management, strategic thinking, and handling ambiguity.

• Design/Team Exercise: This may involve a case study, a portfolio walkthrough, or a hypothetical problem-solving exercise focused on the transactions or on-trip experience. The goal is to assess your design craft, strategic thinking, and ability to articulate your process and rationale.

• Cross-functional Stakeholder Interviews: Meetings with peers from Product Management, Engineering, Data Analytics, and potentially Support Operations or Risk/Compliance teams to evaluate collaboration skills and ability to navigate diverse perspectives.

• Final Interview: A discussion with senior leadership to assess overall fit, strategic alignment, and potential impact on the organization.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your most impactful projects that directly align with the responsibilities of this role, focusing on B2C products, complex transactions, or customer support optimization.

• Emphasize Process & Impact: For each project, clearly articulate the problem, your role, the process you followed (design thinking, experimentation), the challenges faced, and the measurable business impact (e.g., conversion lift, NPS improvement, cost reduction). Quantify results whenever possible.

• Demonstrate Leadership: Highlight instances where you led a team, influenced strategy, managed stakeholders, and drove operational improvements. Showcase your ability to coach and develop designers.

• Storytelling: Present your work as compelling narratives that demonstrate your problem-solving skills, strategic thinking, and ability to deliver results in ambiguous environments.

• Data & Metrics Focus: Be prepared to discuss the data and metrics that informed your decisions and how you measured the success of your solutions. This is critical for operations roles.

Challenge Preparation:

• Understand the Domain: Familiarize yourself with GetYourGuide's business, its competitors, and the typical challenges in the online travel industry, especially concerning payments, security, and customer support.

• Practice Problem-Solving: Prepare to tackle ambiguous problems related to checkout friction, payment failures, post-booking customer service, or scaling support operations. Think about how you would structure your approach, gather information, and propose solutions.

• Articulate Trade-offs: Be ready to discuss how you would balance user needs, business objectives, technical constraints, and regulatory requirements.

📝 Enhancement Note: The interview and portfolio review process emphasizes strategic thinking, measurable impact, and cross-functional collaboration, mirroring the requirements for senior operations roles. Candidates should prepare to demonstrate their ability to manage complex processes and drive tangible business outcomes.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), InVision, Principle.

• User Research & Testing: UserTesting.com, Lookback, Maze, Hotjar, SurveyMonkey, Google Forms.

• Collaboration & Communication: Slack, Microsoft Teams, Zoom, Confluence, Jira.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics.

• Experimentation Platforms: Google Optimize, Optimizely, VWO (Visual Website Optimizer).

• Data Visualization & BI Tools: Tableau, Power BI, Looker (potentially used by Data Analytics team).

CRM & Automation:

• CRM: Salesforce (likely used by Sales/Support teams), HubSpot.

• Customer Support Platforms: Zendesk, Intercom, Freshdesk.

• Project Management: Asana, Trello, Monday.com.

📝 Enhancement Note: The technology stack is typical for a UX-focused role in a tech company. For operations professionals, familiarity with analytics, experimentation platforms, CRM, and customer support tools is highly relevant, as these are core components of many operations tech stacks. Data visualization and BI tools are also key for driving insights.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and serving the customer, ensuring that all product and process decisions prioritize user needs and delight. This translates to optimizing user journeys for efficiency and satisfaction.

• Data-Driven Decision Making: A reliance on data, analytics, and experimentation to inform strategy, measure performance, and drive continuous improvement in processes and outcomes.

• Collaboration & Transparency: Fostering an environment where cross-functional teams work together openly, share knowledge, and provide constructive feedback to achieve collective goals.

• Agility & Adaptability: Embracing change, moving with speed, and being able to adapt quickly to new challenges and market dynamics, essential in the fast-paced travel industry.

• Ownership & Accountability: Taking responsibility for outcomes, driving initiatives to completion, and being accountable for the impact of decisions and processes.

Collaboration Style:

• Cross-functional Integration: Emphasis on seamless integration and communication between UX, Product Management, Engineering, Data, and Operations teams to ensure alignment and shared objectives.

• Constructive Feedback Culture: Encouraging an environment where feedback is regularly exchanged, openly discussed, and used for mutual growth and process refinement.

• Knowledge Sharing: Promoting practices where team members share insights, learnings, and best practices to elevate the collective expertise and efficiency of the organization.

📝 Enhancement Note: The described team culture and values strongly align with those found in high-performing operations teams. The emphasis on data, collaboration, agility, and ownership are foundational principles for success in revenue operations, sales operations, and GTM roles.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Conflicting Priorities: Navigating the complexities of financial transactions requires balancing user needs with stringent security, compliance, and regulatory requirements, often involving trade-offs that demand sophisticated problem-solving.

• Driving Adoption of New Processes: Implementing new UX strategies or experimentation frameworks across multidisciplinary teams and ensuring consistent adoption and adherence.

• Ambiguous Service Design: Tackling ill-defined problems in post-booking support and resolution, requiring deep user empathy and structured analysis to create effective and scalable solutions.

• Rapid Technology Evolution: Staying abreast of advancements in AI (GenAI), payment technologies, and user interface design to maintain a competitive edge and continuously improve the user experience.

Learning & Development Opportunities:

• Advanced UX Leadership: Opportunities to deepen expertise in managing complex product verticals, leading larger teams, and contributing to strategic product vision.

• Fintech & Marketplace Specialization: Gaining in-depth knowledge and experience in the specific operational and UX challenges of financial transactions and online marketplaces.

• Scaling Operations: Contributing to and learning from the process of scaling design and operational functions within a growing tech company.

• Mentorship Programs: Access to formal mentorship and coaching to guide career progression and skill development, potentially including leadership coaching.

📝 Enhancement Note: The challenges identified are highly relevant to operations professionals, involving complex problem-solving, stakeholder management, process implementation, and adapting to evolving technologies. The growth opportunities also mirror typical career paths in operations, focusing on leadership, specialization, and strategic impact.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a team to significantly improve a critical B2C transactional flow. What was the problem, your approach, the key challenges, and the measurable impact on conversion or reliability?" (Focus on process, data, and results.)

• "How do you approach solving ambiguous problems related to customer support or post-booking experiences? Walk us through a specific example where you structured the problem and drove a solution." (Highlight structured problem-solving and cross-functional collaboration.)

Company & Culture Questions:

• "What do you know about GetYourGuide's approach to customer experience, particularly in transactions and on-trip support? How would your leadership style contribute to our culture of innovation and operational excellence?" (Showcase research and cultural alignment.)

• "How do you foster collaboration within your team and with cross-functional partners like Product, Engineering, and Support Ops? Describe a situation where you successfully navigated a complex stakeholder relationship." (Focus on teamwork and communication.)

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the business problem, user needs, your role and responsibilities, the process (research, ideation, design, testing, iteration), the solutions implemented, and the quantifiable results achieved.

• Highlight Leadership & Collaboration: Explicitly mention how you led your team, collaborated with stakeholders, and influenced product strategy.

• Focus on Process & Metrics: Clearly articulate the "how" and "why" behind your design decisions, supported by data and metrics. Emphasize process optimization and efficiency gains where applicable.

• Be Ready for Deep Dives: Prepare to answer detailed questions about your design choices, the trade-offs you made, and the operational impact of your work.

📝 Enhancement Note: These sample questions and preparation tips are designed to help candidates demonstrate competencies highly valued in operations roles: strategic thinking, process management, data-driven decision-making, cross-functional collaboration, and measurable impact.

📌 Application Steps

To apply for this Senior UX Manager position at GetYourGuide:

• Submit your CV/resume in English through the official application link provided.

• Portfolio Customization: Tailor your portfolio to highlight 2-3 key projects that demonstrate your leadership in B2C transaction optimization, complex problem-solving, and data-driven experimentation. Ensure each case study clearly articulates the business impact and your role.

• Resume Optimization: Update your resume to emphasize your experience in team management, cross-functional collaboration, stakeholder influence, and specific achievements in driving measurable improvements in conversion, reliability, or operational efficiency, using keywords relevant to UX management and operations.

• Interview Preparation: Practice articulating your leadership philosophy, problem-solving methodologies, and experience with data-driven design and experimentation. Prepare specific examples that showcase your ability to navigate ambiguity and drive results. Review GetYourGuide's "how we hire" and "life at GetYourGuide" sections for insights into their culture and interview process.

• Company Research: Thoroughly research GetYourGuide's business model, target audience, and current market position. Understand their commitment to customer experience, especially in payment and support, and consider how your operational mindset can contribute to their goals.

⚠️ 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.