Director

Director, Total Experience

Job Summary

You will be creating and leading a team of experience professionals such as designers and engineers, charged with a mission of redefining the digital experiences and services for customers of Our Client. This team partners with teams in Corporate Marketing, Customer Experience (CX) and Agile to understand the priorities and desires of our customers. The User Experience team then translates those priorities and desires into digital experiences through design research, customer journey mapping, content development, information and technical architecture, and design patterns. The leader of this team also acts as the product owner for primary portal, the primary engagement site for its customers.

You will demonstrate, mentor and coach on the behavioral mindsets that are:

• Driven to Win as a Team: Constantly pursing exceptional results that help us win in the market
• Respect for Teammates: Encourage and empower diverse identities, backgrounds, talent and perspectives
• Collaboration: Works collaboratively with all team members across the IT, integrate perspectives and encourage other's contributions
• Adaptable: Quickly adapts to customer feedback by adjusting team priorities to fit new circumstances

* Ability to work on-site in Bengaluru, India is a requirement of the role.

Mode of Working: This role follows a hybrid work model, with a primary base in Bengaluru. While on-site presence is essential for key engagements, flexibility is offered for remote work based on business needs and team alignment.

Skills and Background You'll Need

Education: A Bachelor's degree in Business, IT, HCI, or a related field is required.

Experience: 10+ years of digital experience and customer experience, ideally supporting digital transformation and growth. 12+ years in UX or digital product design, including 5+ years leading multi‑disciplinary teams (design, engineering, architecture) in enterprise environments. Proven ability to hire, coach, develop, and manage designers, engineers, and architects; build diverse and high‑performing teams. Experience coordinating distributed teams across regions or time zones. Strong facilitation, storytelling, and alignment‑building skills across executive and cross‑functional audiences.

• Proven experience owning and guiding a large-scale customer-facing portal or platform, including architectural and technical direction. Experience scaling UX capabilities across multiple product teams or programs. Ability to define and deliver cross-channel UX strategies aligned with brand, customer needs, and business outcomes.
• Expertise in design research, journey mapping, content strategy, information architecture, and design patterns. Skilled in customer interviews, heuristic reviews, usability testing, and primary/secondary market research. Ability to instrument customer experiences and translate behavioral data into insights and actions.
• Technical familiarity: Understanding of key web technologies, design tools (e.g., Figma), and collaboration platforms (e.g., Jira, Confluence). Working knowledge of WCAG and inclusive design practices.
• Experience building and evolving a design system with governed components, processes, and contribution workflows. Experience governing public‑facing website content, CMS workflows, and online marketing collateral.
• Experienced with defining and maintaining technical and experience roadmaps enabling digital services and delivery teams.
• Proven history of partnering with marketing, CX, and product stakeholders to shape vision and strategy.
• Strong understanding of Agile processes, team ceremonies, and translating customer priorities into deliverables.

Key Behaviors of a Successful Candidate

• Engaging Hearts & Minds: Creates a team identity and builds momentum toward a shared purpose.
• Strategic Visioning: Considers different future scenarios, opportunities and risks to generate operational plans that align with the business unit/function's strategic vision.
• Developing People: Delivers both individual and group feedback to support ongoing development and overall department performance.