Senior Director, User Experience, Research & Customer Experience (Remote, US)

Altus Group • New York, NY

1d • $175,000 - $215,000 • Remote

About The Position

The Senior Director, User Experience, Research & Customer Experience will define and lead the enterprise vision, strategy, and execution of UX design, user research, and end-to-end customer experience across the full product portfolio and client lifecycle. This role champions human-centered design and customer-centricity by building and scaling a high-performing function that delivers measurable improvements in product usability, client satisfaction, and business outcomes. Partnering closely with Product, Engineering, Customer Success, and Commercial leadership, this leader ensures design, research, and CX principles are embedded throughout the product lifecycle—from discovery through delivery—while fostering a culture of empathy, experimentation, and data-informed decision-making.

Requirements

• 12+ years of progressive experience in UX, user research, and/or customer experience, including 4+ years in senior leadership managing multi-disciplinary teams
• Demonstrated success building and scaling UX, research, or CX functions in complex, multi-product software environments
• Expertise in human-centered design, mixed-methods research, and end-to-end CX strategy
• Strong experience operationalizing Voice of the Customer programs and CX measurement frameworks (NPS, CSAT, CES)
• Proven ability to influence product strategy and business outcomes through research and design excellence
• Experience presenting strategy and insights to executive leadership and external clients
• Advanced knowledge of accessibility standards, Agile product development, and cross-functional collaboration

Nice To Haves

• Experience in enterprise SaaS environments strongly preferred; commercial real estate or fintech experience is a plus
• Advanced degree in HCI, Design, Cognitive Psychology, Business, or related field (or equivalent professional experience)

Responsibilities

• UX & CX Vision and Strategy Define and execute the enterprise UX and CX vision aligned to company strategy and product roadmaps
• Establish scalable design systems and standards to ensure consistent, high-quality experiences across products
• Serve as an executive advocate for the customer in product and investment decisions
• Translate research insights into strategic recommendations that inform product and business direction
• User Research Build and lead a rigorous, mixed-methods research practice supporting the full product lifecycle
• Establish research standards, governance, and quality frameworks
• Conduct competitive UX/CX analysis to identify differentiation opportunities
• Integrate qualitative insights with quantitative analytics to inform decision-making
• Customer Experience Own the end-to-end customer journey from onboarding through renewal and advocacy
• Define and monitor CX metrics (NPS, CSAT, CES, churn) and drive cross-functional improvements
• Lead a Voice of the Customer (VoC) program to capture and operationalize feedback
• Improve onboarding and adoption experiences to accelerate client value realization
• Experience Design & Delivery Oversee UX design delivery across all products (IA, interaction design, visual design, prototyping)
• Establish UX quality standards and accessibility requirements
• Partner with Product and Engineering to influence roadmap planning and prioritization
• Track and manage design debt as part of the broader product strategy
• Stakeholder Engagement & Team Leadership Communicate UX, research, and CX strategy to executive leadership and clients
• Represent the function in client engagements, advisory boards, and workshops
• Build, lead, and develop a high-performing team of designers, researchers, and CX specialists
• Manage budget planning and align team capacity with business priorities

Benefits

• Rewarding performance: competitive compensation, incentive and bonus plans, and a total rewards package prioritizing mental, physical, and financial well-being.
• Growth and development: we invest in your professional learning. Our Altus Intelligence Academy offers over 150,000 hours of learning content.
• Flexible work model: our Activity-Based Work model provides flexibility to align your work location to the needs of the work — use the office for collaboration and remote work for focused tasks.

What This Job Offers

• Job Type: Full-time
• Career Level: Director