Full Job Description
Description & Requirements
About the Role:
The Director of Business Process & Experience Design will build and lead a capability at the heart of UKG's enterprise transformation. You will help business and technology leaders rethink how important work should happen across functions, then translate that vision into practical processes, roles and experiences that teams can adopt and sustain.
You will partner closely with Enterprise Transformation Leads, business leaders, technology and data teams, and Change & Adoption. Together, you'll redesign selected enterprise priorities-from customer journeys to internal operations-so UKG can deliver better experiences and measurable business results.
This role calls for a leader who can move between the big picture and the details: someone who can challenge established assumptions, bring people together around a better way forward, and guide a team from early discovery through implementation.
You will build and lead a small, high-performing team of process and experience design professionals. You'll set the team's direction, develop its capabilities and create an environment where people can do their best work while partnering closely with transformation leads and business owners.
Key Responsibilities:
• Build and lead UKG's Business Process & Experience Design capability, including its methods, standards, talent and ways of working.
• Lead end-to-end process and experience redesign across selected enterprise priorities, working with business owners and transformation leaders.
• Map how work happens today, identify friction and opportunities, and design future-state processes, roles, handoffs and experiences.
• Explore how AI, automation, data and technology can improve the work, while keeping human judgment, customer needs and responsible use in view.
• Turn future-state designs into clear requirements, measures, ownership and implementation plans in partnership with business and technology teams.
• Bring customer, employee and operational perspectives into design decisions, using research and process insights to test assumptions.
• Partner with Change & Adoption to ensure new processes are understandable, practical and supported by effective readiness and learning plans.
• Help leaders connect process improvements to business outcomes and identify how those outcomes will be measured and sustained.
• Develop strong relationships across Sales, Marketing, Customer Experience, Finance, Product, Technology and other functions.
• Build, lead and develop a small team of process and experience design professionals, setting clear priorities and supporting their growth.
• Establish the team's standards and ways of working so it can contribute consistently across multiple enterprise transformations.
Qualifications:
• 10+ years of experience in business process transformation, service or experience design, operating model change, or a related field.
• Experience leading complex, cross-functional redesign efforts from discovery through implementation.
• Demonstrated ability to build trust with senior leaders and facilitate decisions across teams with different priorities.
• Strong skills in process analysis, journey mapping, service design or other structured approaches to understanding and improving work.
• Experience translating future-state designs into implementation requirements, measures and clear ownership.
• Strong written, verbal and visual communication skills, including the ability to make complex processes easy to understand.
• Experience leading, coaching or developing high-performing teams.
Preferred Qualifications:
• Experience in enterprise software, B2B SaaS or a similarly complex technology environment.
• Experience redesigning customer journeys or business processes across functions such as Sales, Marketing, Customer Experience or Finance.
• Experience applying AI, automation or data capabilities to process redesign.
• Familiarity with process mining, workflow platforms, service design or continuous improvement methods.
• Experience working in a large-scale enterprise transformation or management consulting environment.
Why Join UKG
You'll help shape how a global technology company works: making important processes easier for customers and employees, and helping teams focus more of their time on the work that matters. You'll build a capability that helps UKG turn enterprise priorities into better experiences and lasting results.
The pay range for this position is $150,500 to $214,500. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://www.ukg.com/about-us/careers/benefits
