Role Overview

We are seeking a highly skilled User Experience Management Lead to own, mature, and continuously improve end‑to‑end user experiences across digital products, platforms, and customer journeys.

This role requires bilingual fluency in French and English, strong UX leadership, deep understanding of user‑centered design methods, and hands-on expertise with modern UX research and design tools.

As an L3 leader, you will collaborate with product, engineering, design, analytics, and business functions to deliver seamless, intuitive, and high-quality experiences that improve customer satisfaction, adoption, and operational efficiency.

Profile description:

Key Responsibilities

1. Experience Strategy & Governance

• Define and execute the User Experience Strategy aligned with product and business vision.
• Establish governance frameworks, design standards, interaction patterns, and experience guidelines.
• Ensure cross-channel experience consistency across digital properties.

2. End-to-End Experience Management

• Lead experience assessments, journey mapping, and service design across multiple touchpoints.
• Identify friction points, prioritize opportunities, and drive UX improvements with stakeholders.
• Conduct UX reviews during discovery, design, validation, and release phases.

3. User Research & Insights Leadership

• Lead qualitative and quantitative research programs, including:
• User interviews
• Usability testing
• Surveys & VOC
• Heuristic evaluations
• Analytics-driven behavior insights
• Translate insights into actionable design and product recommendations.

4. Design Leadership & Collaboration

• Collaborate with UX/UI designers and cross-functional teams to guide design decisions.
• Support creation and evolution of reusable components, patterns, and interaction guidelines.
• Drive inclusive and accessible design aligned with global UX standards (WCAG).

5. Stakeholder Engagement & Communication

• Present UX recommendations, insights, and experience roadmaps to senior leaders.
• Facilitate workshops, co-creation sessions, and design thinking engagements.
• Act as the voice of the user and ambassador for experience excellence.

Required Qualifications (L3 Level)

Experience

• 8–12 years in UX, CX, Digital Product Experience, or Service Design.
• Demonstrable experience managing and improving complex, multi-channel user experiences.
• Experience working in global, multicultural environments.

Soft Skills

• Strong communication and storytelling skills.
• Ability to influence without authority.
• Structured problem solving and analytical thinking.
• Facilitation and workshop leadership.

Core Competencies

• User-Centric Mindset
• Strategic Experience Leadership
• Cross-Functional Collaboration
• Insight-Driven Decision Making
• Bilingual Communication Excellence