Director, UX & Design Job Listing at Valley Bank in New York, NY (Job ID 26-447)

Description

Responsibilities include but are not limited to:

• Experience Strategy and Vision
  
  • Define and champion a unified customer experience vision for the Consumer Bank that is coherent across all segments, channels, and touchpoints.
  • Develop a multi-year design strategy that balances near-term delivery with longer-horizon capability building.
  • Establish experience principles and a design point of view that differentiates Valley's brand and deepens customer relationships.
  • Serve as the senior voice for customer-centered thinking in executive and cross-functional forums.
• Organizational Leadership
  
  • Build, lead, and develop a high-performing, multidisciplinary design organization spanning service design, UI design, research, and conversational design.
  • Establish the operating model for how design integrates with product management, technology, and business stakeholders across all three segments.
  • Foster a culture of craft, curiosity, and continuous learning within the design organization.
  • Develop talent and career paths that attract and retain top design professionals in a competitive market.
• Cross-Functional Partnership
  
  • Partner closely with Business, Product, Segment and Channel Partners to align experience priorities with business goals.
  • Work with technology and engineering leaders to ensure design intent is faithfully implemented and that delivery velocity is supported by strong design operations.
  • Collaborate with Risk, Compliance, and Legal to ensure all experiences meet regulatory requirements while still delivering for customers.
• Measurement and Outcomes
  • Define and track experience quality metrics (NPS, CSAT, task completion, effort scores) that connect design decisions to business results.
  • Establish a research and insight practice that continuously feeds product and strategy decisions with customer evidence.
  • Drive accessibility and inclusive design standards across all products and channels.