UX Lead

Computer Task Group, Inc•Morrisville, NC

2d•Onsite

About The Position

CTG is seeking to fill a UX Lead position for our client. This role involves defining and evolving the global UX vision and experience strategy across owned digital channels and customer journeys. The UX Lead will create scalable customer journey frameworks, design and optimize end-to-end digital experiences, and shift experience planning from page-centric to journey-centric orchestration. Responsibilities include establishing standards for navigation, content flow, usability, and decision-support mechanisms, leading journey-mapping workshops, identifying friction points, and developing UX design governance and usability standards. The role requires partnering with various cross-functional teams to deliver consistent digital experiences and using customer insights, analytics, research, and experimentation to improve engagement and conversion. The UX Lead will also lead initiatives to enhance customer satisfaction, engagement, conversion rates, and overall digital experience performance, and communicate strategies and outcomes to senior stakeholders.

Requirements

Strong knowledge of UX, customer experience (CX), product design, digital experience, and customer journey methodologies.
Expertise in customer-centered design principles and end-to-end experience design.
Strong understanding of usability, information architecture, navigation, content flow, and conversion optimization.
Experience developing scalable UX frameworks and design governance standards.
Strong analytical and problem-solving skills with the ability to translate customer and business data into actionable UX improvements.
Excellent collaboration and stakeholder-management skills.
Ability to work effectively within complex enterprise digital ecosystems and across global, cross-functional teams.
Strong presentation and communication skills.
Experience with UX research, journey mapping, experimentation, analytics, and experience optimization.
Bachelor's degree in Human-Computer Interaction, UX Design, Digital Design, Psychology, Computer Science, or a related field.
Equivalent combination of education and relevant experience may be considered.
Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Nice To Haves

12+ years of experience leading global UX organizations and enterprise experience strategy is highly desirable.
Strong portfolio demonstrating customer-centered design practices and measurable business results.

Responsibilities

Define and evolve the global UX vision and experience strategy across owned digital channels and customer journeys.
Create scalable customer journey frameworks aligned to customer needs and business priorities.
Design and optimize end-to-end digital experiences across awareness, consideration, evaluation, decision, and conversion stages.
Shift experience planning from page-centric design to journey-centric orchestration.
Establish standards for navigation, content flow, progression paths, usability, and decision-support mechanisms.
Lead journey-mapping workshops with business stakeholders and customer-facing teams.
Identify friction points, usability challenges, and opportunities across key customer journeys.
Develop and maintain UX design governance, usability standards, and experience frameworks.
Partner with Content Strategy, Creative, Product Marketing, Web Operations, Analytics, SEO, Development, and regional teams to deliver consistent digital experiences.
Use customer insights, analytics, research, and experimentation to identify opportunities and improve engagement and conversion.
Lead UX initiatives that improve customer satisfaction, engagement, conversion rates, and overall digital experience performance.
Communicate UX strategies, recommendations, and measurable outcomes to senior stakeholders and cross-functional teams.