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Valley Bank

Director, UX & Design

Sorry, this job was removed at 12:33 p.m. (EST) on Monday, Jul 20, 2026
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In-Office
New York, NY, USA
In-Office
New York, NY, USA

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Job Summary & Responsibilities
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.
Preferred Qualifications
Required Skills:
  • Demonstrated experience leading design across both digital and physical or service-oriented environments (not solely app or web).
  • Proven ability to develop and execute experience strategy at an organizational level, not just individual product or feature scope.
  • Strong fluency in service design methodology including journey mapping, service blueprinting, and systems thinking.
  • Experience building and scaling user research capabilities that inform both tactical and strategic decisions.
  • Familiarity with conversational design, voice UX, or AI-assisted interaction design.
  • Strong executive presence with the ability to influence senior stakeholders and represent design at the leadership table.
  • Outstanding communication skills: able to frame design strategy in business terms and connect design decisions to measurable outcomes.
Required Experience:
  • High School diploma or GED equivalent and a minimum of 12 years of progressive UX and design experience, including significant leadership of multi-disciplinary design teams.
Preferred Experience:
  • Business, Finance, Technology or related field. MBA.
  • Experience in financial services, banking, or other regulated industries with complex, multi-segment customer bases.
  • Experience designing for small business and/or wealth management client segments.
  • Background incorporating AI/ML-driven personalization or generative AI into customer-facing experiences.
  • Experience integrating design teams through organizational change or following a merger or consolidation.
  • Familiarity with contact center experience design, IVR/voice channel optimization, or branch experience design.
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