Description
As User Experience (UX) Director, you lead the vision, strategy, and practice for UX Design and UX Research within a specified product pillar — translating the realities of field adjusters, desk adjusters, claim managers, carrier executives, and TPAs into intuitive, trusted software across the claims lifecycle. This is a player/coach role.
You personally lead design and research work, coach individual contributors at the craft level, and build high-performing UX team spanning both disciplines. You partner with the VP of Product (specified product pillar), Engineering, Marketing, and Customer Success, as well as our customers to shape the user experience across our products.
This role will be Hybrid 3x a week in our Lehi, Utah location.
Responsibilities
Principal Responsibilities and Essential
Duties: Strategic UX Leadership
- Define and evolve a multi-year UX vision and strategy aligned to product and company goals
- Direct UX research strategy, ensuring evidence is embedded in major product and design decisions
- Establish and scale design systems, UX standards, and accessibility practices
- Define where AI and automation improve claim workflows versus where human judgment must remain central Talent Development, Coaching & Craft
- Interview, hire, and develop a high-performing team of UX Designers and Researchers across all levels
- Run structured design and research reviews; give craft-level critique that visibly raises the bar
- Coach ICs on scope, influence, and executive communication
- Personally lead select design and/or research work as an active practitioner
- Own execution of the UX career ladder, performance calibration, and succession planning Cross-Functional Influence & Alignment
- Partner with the VP of Product (pillar specified), Product Management, and Engineering on roadmap prioritization and platform modernization
- Represent the voice of the customer — adjusters, claim managers, carrier executives, TPAs — in cross-functional forums
- Work with Marketing and Customer Success to ensure cohesive, trustworthy product experiences
- Coordinate across pods to resolve conflicts, manage dependencies, and ensure design and research consistency Executive Leadership & Organizational Impact
- Prepare and deliver executive updates on UX strategy, research findings, and business impact
- Build the ROI case for UX and research investment
- Partner with the VP of Product on team structure and scope as the UX organization grows
- Model design and research craft quality as the standard of the team Outcome-Driven Execution
- Connect UX and research investment to measurable outcomes (adoption, NPS/CSAT, cycle time, leakage reduction)
- Ensure design and research decisions are data-informed and grounded in customer understanding
- Maintain a prioritized view of UX and research needs across the portfolio
- Completes all responsibilities as outlined on annual Performance Plan
- Completes all special projects and other duties as assigned
- Must be able to perform duties with or without reasonable accommodation Success Metrics
- UX and research work measurably improves cycle time, accuracy, and leakage across the claims lifecycle
- Design and research quality bar visibly rises across the team, including at the Principal level
- Team health and engagement reflect strong coaching and clarity of purpose
- UX strategy is clear, well-communicated, and drives roadmap prioritization
- Demonstrates growing fluency in the property insurance claims domain
Qualifications
- 10+ years of UX experience (Design/Research), including leadership at a scope equal to or beyond Principal/Design Architect level
- 5+ years directly managing designers and/or researchers
- Bachelor’s degree in design, human-computer interaction (HCI), or related field preferred, or equivalent practical experience; master's degree or UX/research certification a plus
- Working fluency in UX research methods (qualitative and quantitative), sufficient to direct and evaluate a research team
- Proven ability to give craft-level design and research critique and coach individual contributors, including Principal-level ICs
- Hands-on practitioner mindset — willing and able to personally lead design and research work, not solely direct others
- Track record building and scaling a UX practice inside a B2B or B2B2C SaaS company of comparable size and complexity a plus
- Experience with design systems, accessibility (WCAG), and research operations
- Point of view on applying AI and automation to claims workflows, balancing efficiency with human judgment
- Proficient with design and research tooling (e.g., Figma, Dovetail, UserTesting, Miro) and collaboration tools (e.g., JIRA, Confluence)
- Excellent executive communication and storytelling skills; able to connect UX investment to business outcomes (adoption, retention, NPS/CSAT, revenue)
- Experience in property & casualty insurance, claims platforms, or insuretech preferred