Director Digital User Experience

Profile

Currently undergoing a financial restructuring, Frontier is developing a strong business foundation to position itself to become a leader in technology, customer service, and operational excellence.An important part of our business evolution is the advancement of our digital and e-commerce capabilities. We are adding highly skilled team members who will work closely together to create the best customer experiences possible, fueling industry leading results.Job Summary The Director of User Experience will be part of the growing Digital team at Frontier Communications. The role will be responsible for all creative functions of the Digital team, including design, User Interface (UI), copywriting, and trafficking. The Director will be focused on defining and driving Frontier.com design principals, visual standards and interactive best practices. This role will manage a team of 12 to 15, including daily oversight and continual training and development.Primary ResponsibilitiesMaintain ownership of Frontier Digital experience, developing and driving strategy for the organization, as well as reviewing and approving all Digital Creative output.Oversee creative production processes and ensure company-wide Digital creative needs are supported.Develop and maintain user experience and accessibility expectations for Frontier.com and other digital customer platforms.Develop design conventions, standards and patterns across all functions of the team.Lead research efforts to assess wide range of qualitative methods for uncovering customer needs and optimizing customer experience.Identify and prioritize design problems in the customer lifecycle across multiple digital channels; conceptualize solutions and translate design ideas to actionable deliverables for team.Lead entire implementation process, including driving definition of improvements based on business needs and human-centered design principles.Lead continuous efforts to improve efficiency and increase speed of innovation across the Digital organization.Develop, measure and continually track user experience KPIs.Foster understanding of the customer life cycle across the organization, advocating for customer needs in the development and deployment of Digital projects and strategies.Work closely with Marketing to ensure brand look, feel and voice are appropriately adapted to all Digital channels.Partner with Product, Care, Legal and Regulatory teams to ensure all claims and support content are consistent and factually accurate.Present strategies, plans and updates to all levels of the organization, including executive leadership.Job Requirements 10 years of experience in user experience and digital design management.Experience building and managing a high performing digital team focused on UX initiatives.  Strong understanding of online user behavior and digital best practices, with demonstrated experience in creating digital experiences that exceed business objectives.Fluency with design prototyping tools and information architecture.Ability to leverage strong user research background.Experience leading a highly creative team through period of high growth, with a strong focus on goal setting, scale and measuring effectiveness.Strong, hands-on knowledge of user experience functions such as design, UI, and copywriting.Exceptional project management skills with ability to effectively manage multiple initiatives concurrently and meet deadlines.Highly analytical, fact-based decision maker, with ability to synthesize multiple inputs and data-sources into thoughtful and convincing recommendations.Excellent written and verbal communication skills.Team player and relationship builder, able to effectively work cross-functionally with peers, management and other internal or external stakeholders to gain consensus when needed.Flexibility to quickly adjust to unforeseen changes in priorities and workload.

Company info

Frontier Communications Corporation
Website : http://www.frontier.com