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Director, User Experience Design

Needham, Massachusetts
Category Support Center Location ID 1 Location Name Needham Support Center Address Three Charles River Place State/Region Massachusetts Postal Code 02494 Country United States
Director, User Experience Design

Director, User Experience Design

At Panera we believe that good food can bring out the best in all of us--food served in a warm, welcoming environment, by people who care, through a frictionless customer experience. The digital team at Panera is looking for a Director of User Experience Design to help us create speed and joy in every interaction with our guest.

As a Director of User Experience Design you’ll be part of a team that’s been recognized by Fast Company as one of the most innovative in the world.  The user experience design team is involved in every aspect of the digital product development process across all our ecommerce properties: web, mobile apps, kiosk, and digital/physical experiences. You’ll build a deep understanding of Panera’s users and operations, you’ll brainstorm user experience and service innovations, you’ll guide and inspire teams to create elegant, intuitive digital experiences, and you’ll roll up your sleeves to set the design direction and ensure our digital experience is easy to use and seamless across channels.

Responsibilities

  • Lead user experience design for the end-to-end customer journey; inclusive of website, native apps (iOS and Android), kiosk, digital/physical and loyalty engagement touchpoints

  • Partner with customer insights, strategy, operations and customer service to uncover insight that leads to new and innovative service offerings

  • Drive alignment around a compelling vision for how user experience will solve guest problems and drive business growth

  • Partner with key stakeholders, product management and IT to translate business goals into customer journey and user experience design deliverables

  • Evaluate emerging technology and third-party vendors--AI, Voice, Computer vision, analytics, VOC-- against fit for customer experience

  • Provide strategic leadership in defining team and specific project success criteria and developing a data and metrics emphasis to drive better UX

  • Be accountable to key digital metrics; champion a test and learn ethos to improve key metrics

  • Build and manage team of user experience designers; set the vision and execute the plan to make design a competitive advantage for Panera

  • Drive professional development for team members, identifying key opportunities for growth and skill development to support the team vision

  • Facilitate design thinking workshops, customer journey mapping, user testing and solution prototyping

  • Champion a strategic research practice that includes user research and testing that propels key areas of focus and optimization and validates designs

  • Lead design execution effort delivering against brand standards and digital best practices

  • Build and maintain a design system that enables faster speed to market with high quality UI

  • Partner with development team to drive successful implementation of the UX design specifications. Resolve any implementation issues that affect the design

Qualifications

  • 10-12 years UX and/or visual design for mobile apps and/or ecommerce (web, mobile, ecommerce)
  • A degree in Human-Computer Interaction, Human Factors, Visual Design, or a related field
  • Portfolio of beautiful, intuitive and thoughtfully crafted interactions across desktop, tablet and mobile
  • Diverse project experience—execution and leadership of teams through all product phases: concepting, UX prototyping, wireframing, visual design and optimization
  • Ability to manage design teams as well as collaborate across the organization to create integrated solutions
  • Understanding and experience with service design principles
  • Ability to communicate compelling stories of design solutions to internal stakeholders and senior leadership
  • Ability to coordinate across multiple projects effectively; manage scope and deliverable, report on progress to senior leadership
  • Experience working with agile development teams
  • Rapid prototyping mindset and comfort with prototyping tools (sketch, adobe, framer, etc.)
  • Deep knowledge of design patterns across multiple platforms
  • Passion for all things digital: IOT, wearables, consumer engagement
  • Restless & optimistic; Driven by purpose, fueled by collaborative environments


Candidates must share a portfolio or user experience and/or visual design work to be considered for the role.

Needham Support Center

External Reference Code JR0020315 Company Name 100 Panera, LLC

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