Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

 

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As Vice President, User Experience you’ll report directly to the Senior Vice President, Product and Engineering and will own the Group UX strategy, across the entire Amex GBT portfolio of products and solutions.

You’ll play a key role in the realization of our multi-product strategy, straddling design and research to ensure alignment with business goals and resource optimization and serve as an evangelist across the org about UX.

You’ll be responsible for building, developing and leading the UX team and coordinating their work including developing UX processes so the team can focus on conducting hands-on tasks. You will be their advocate and mentor, ensuring they have the skills, tools and operating framework necessary to do their work.

This role will lead a global and geographically dispersed team so you will need to have the experience and capability to build and create a high-performing culture in a virtual environment, where you’re able to maintain a strong people ethos through in person, but largely virtual connections.

You will operationalize the UX function via repeatable processes with reliable timelines, ready-to-apply methods, and templates. You will also be responsible for balancing outsourcing work vs growing the internal team/capability. You are responsible for the maintenance of the research repository and UX tools, and making insights more accessible so that everyone in the company can easily find, collaborate, and integrate the findings in their work.

Amex GBT operates multiple products on multiple tech stacks and manages multiple brands under the umbrella brand, so the VP UX will need to develop multiple UX experiences which balance operational efficiency with differentiation within the market.

This role will be expected to work as part of a matrixed, global organization with various stakeholders and partners including; Product and Technology Leaders, Marketing, Global Brand and the Commercial organizations, as needed.

Demonstrable experience with multiple UX tech stacks and the proven ability to manage complex technical limitations is a major plus, as is experience in working with an umbrella brand and distinct product UX.

What You’ll Do

• Have a big-picture overview of what UX work is being done, and how things connect, including leading the UX components across multiple development teams to ensure a seamless user experience.
• Own the UX vision and actively evangelize how UX features into business outcomes, ensuring that all Amex GBT brands are at the forefront of usable and useful UX.
• Own UX metrics and the definition and evangelization on how UX outcomes are measured and communicated.
• Collaborate with other departments to ensure that UX activities are scoped to align with business objectives and deliver organizational goals.
• Identify and mitigate risks and issues related to research projects, proactively addressing problems and finding solutions, through your team.
• Lead and develop a best in class UX team! Ensure that best-practices of user-centered design are constantly being enacted by helping them to continuously develop their skills through mentoring, and by planning training, knowledge sharing, workshops and virtual experiences that enable their growth.
• Manage the processes and platforms for collecting, interpreting, and sharing insights by standardizing, centralizing and maintaining the research repository
• Establish metrics, guidelines and templates to improve efficiency, consistency and repeatability of UX practices
• Track and report on UX projects and resource capacity
• Improve and maintain the UX toolkit by keeping up-to-date on the latest tools, choosing and implementing new tools when necessary, and being responsible for the procurement process

What We’re Looking For

• 5 + Years of demonstrable experience in building, leading and developing teams (Managers & IC’s) in a global operating environment.
• Experience of leading and executing through others, in a matrixed operating environment.
• 7+ years experience with building great user experiences.
• Ability to understand data, analyze results, and draw insights.
• Proven ability to move the metrics through delivery of significant UX changes.
• Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders, including business development, product management, marketing.
• Demonstrated collaborative, experimental, and holistic approaches to problem-solving.
• Knowledge about a variety of UX tools, experience identifying new ones and managing an existing toolkit.
• Experience in building B2B2C user experiences.
• Experience managing external vendors of software systems, from assessment to integration and optimization.
• Experience working in dispersed, multi-time zone, multicultural organizations.
• An understanding of the Travel space.
• Bachelor's or Master's degree in Design, Human-Computer Interaction, or a related field.

     

Location

Chicago, Illinois, United States

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!