Senior Manager, Web Customer Experience Design

US Green Building Council

7d • Remote

About The Position

As a strategic and hands-on Web Customer Experience Designer, you’ll have the opportunity to make a meaningful impact by helping advance the goals of USGBC and GBCI as part of the Marketing Creative Services Center of Excellence (COE) team.

In this role, you’ll be a change management agent developing and leading customer experience design best practices across USGBC/GBCI online platforms. You’ll be developing best-in-class journeys, user flows, and UX/UI designs on our various online platforms, aligning stakeholders to ensure cohesive journeys across web platforms, and working with technology teams to implement impactful, conversion-focused customer experiences.

This role owns the vision, experience, and continuous improvement of our online customer journey—ensuring experiences are intuitive, scalable, data-driven, continuously optimized, and aligned with our mission and strategic goals.

You’ll report to the Director of Creative Services Center of Excellence within the Marketing team and be part of a collaborative, cross-functional global team environment where your contributions will help shape impactful outcomes. You’ll work closely with teams like IT, Product, Events & Education, Market Development, Membership, and Operations, and more to re-imagine the customer journey and user experience across our corporate usgbc.org and gbci.org websites, various sub-brand sites, and a host of digital engagement tools, including Cvent, Eventbrite, SurveyVista, Salesforce & Pardot pages/microsites, our future LMS, and more.

Requirements

• 7+ years of experience in web management, UX/UI, or digital experience leadership roles
• Experience leadingor supportingenterprise or corporate website strategies and redesigns
• Deep understandingofand ability tocreateweb pages and sites aligned toUX/UIbest practiceprinciples,prototypesand wireframes,conductingusabilitytests,applyingaccessibility standards, andimplementing best-in-classweb & mobileUX/UIdesign standards
• Experienceoperatingwithin a Center of Excellence or sharedservices model
• Experiencedeveloping andmanagingUX/UI design principles acrossmulti-site or multi-brand web ecosystemsand various digital tools
• Bachelor’s degree in UX/UI Design, Web Design, Digital Media, Human-Computer Interaction, or related field (or equivalent experience)
• Experience inapplying UX/UI best practices & mobile-first and responsive design principles. Bonus if experience isin a Drupal environment
• Understanding ofHTML and CSS, with the ability to guide front-end builds
• Solid understanding of accessibility (WCAG), SEO/SEMbest practices, and web performance optimization
• Experience withAI &creative automation tools and various UX/UI design & prototyping tools, including Figma,Replit,and others
• Experience with analytics tools and data-driven UX/UIoptimization, including GA4and Salesforce reporting
• Experience guiding & developing responsive event platforms layout and design, including Cvent andEventBrite
• Deep functional excellence in UX/UI best practices and design principles
• Ability to influence without direct authority, guiding teams toward best-in-class digital experiences
• Strong stakeholder management and communication skills
• Continuous improvement mindset, and ability to hurdle obstacles with speed and grace
• Strong fluency in a variety of digital platforms, and ability to figure out new ones quickly
• English

Responsibilities

• Digital Experience Leadership
• Lead web customer experience journey across theenterprise as part of the Center of Excellence; bring the journey to life across various platforms, including streamlining multiple sub-brand sites & tools into a comprehensive corporate web presence,with cohesiveevent sites, educational platforms, etc.
• Establish standards, frameworks, and best practicesin a multi-platform environment, includingexperience principles, user journeys, UX/UI roadmaps, information architecture, accessibility, performance& measurement, SEO/SEM, etc.
• Serve asanadvisorto organization onwebcustomer experience,UX/UIbest practices,trends, and innovation
• Stakeholder & Center of Excellence Partnership
• Serve asaguide for the end-to-end digital customer experience, providing strategic UX/UI direction and governance across teamsbyPartnerwithproduct, events, education, market development, IT, and business teams to craft industry-leading UX/UI design goals, align UX/UI priorities, and guide teams toward implementing best-in-classdigitalcustomerexperiences
• UX/UI Design,Experience& Optimization
• Actively shape thecustomerexperience andUX/UIdesignacross all corporate and affiliated websites and digital platforms
• Define,createand evolve design systems,componentlibraries, experience patterns, and visual standards
• Create and iterate on wireframes, prototypes, and high-fidelitywebdesigns for priorityinitiatives
• Plan, conduct, and synthesize user research, usability testing, journey mapping, and experience validation
• Ensure digital platform experiences are user-centered, accessible, brand-aligned, and conversion-focused, including navigation, information architecture, and page-level UX
• Establish and enforce content and design standards to ensure high-quality, on-brand user experiences
• Define and manage UX and analytics frameworks and KPIs to measure & optimize website performance and user behavior to improve usability, engagement, and outcomes
• Leverage AI tools to advance UX/UI outcomesand enable continuous improvementin onlinecustomer experience
• Champion a culture of continuous improvement driven by analytics and user insights

Benefits

• Competitive compensation
• 401(k) with employer matching
• Professional development reimbursement
• We offer a healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs. USGBC covers 100% of the premiums and an HRA that will assist you and your dependents in reaching the in-network medical deductible. You will only be responsible forthe $300 individual / $600 family up front deductible for medical services before the employer funded HRA will process payments for your in-network claims
• Generous paid time off (12 paid holidays, 9 paid personal sick days and based on career leveleither2 to 3 weeks PTO), including operations closed for a full week between Christmas and New Year’s
• 6 weeks paid renewal leave after 7 years of continuous service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees