USAmeriBancorp

Director, UX & Design

USAmeriBancorp • $130K — $180K *
New York, NY 10025In-Person
Finance & Insurance
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Proven track record leading design in both digital and physical environments, not limited to web or app spaces.
  • Ability to develop and implement a comprehensive experience strategy at the organizational level.
  • Strong understanding and application of service design methods including journey mapping and systems thinking.
  • Experience in scaling user research capabilities for tactical and strategic insights.
  • Knowledge of conversational design and voice user experience (UX) principles.
  • Effective executive communication and presence to advocate for design within leadership.
  • Exceptional ability to connect design outcomes to measurable business results.

Responsibilities

  • Define and champion a cohesive customer experience vision for the Consumer Bank across all touchpoints.
  • Develop a multi-year design strategy aligning immediate needs with future capabilities.
  • Establish design principles that differentiate the brand and strengthen customer loyalty.
  • Lead and nurture a high-performing, multidisciplinary design team including service and UI design.
  • Create an integrated design operating model across product management, technology, and business partnerships.
  • Foster a culture of creativity and continuous improvement within the design team.
  • Define and measure experience quality metrics connecting design to business impact.

Benefits

  • Opportunities for professional development and career advancement.
  • Work in a collaborative and innovative environment.
  • Be part of shaping customer experiences that drive business success.
  • Access to resources and tools to support design excellence.
  • Engagement with diverse teams and cross-functional projects.
Full Job Description
Responsibilities include but are not limited to:
  • Experience Strategy and Vision
    • Define and champion a unified customer experience vision for the Consumer Bank that is coherent across all segments, channels, and touchpoints.
    • Develop a multi-year design strategy that balances near-term delivery with longer-horizon capability building.
    • Establish experience principles and a design point of view that differentiates Valley's brand and deepens customer relationships.
    • Serve as the senior voice for customer-centered thinking in executive and cross-functional forums.
  • Organizational Leadership
    • Build, lead, and develop a high-performing, multidisciplinary design organization spanning service design, UI design, research, and conversational design.
    • Establish the operating model for how design integrates with product management, technology, and business stakeholders across all three segments.
    • Foster a culture of craft, curiosity, and continuous learning within the design organization.
    • Develop talent and career paths that attract and retain top design professionals in a competitive market.
  • Cross-Functional Partnership
    • Partner closely with Business, Product, Segment and Channel Partners to align experience priorities with business goals.
    • Work with technology and engineering leaders to ensure design intent is faithfully implemented and that delivery velocity is supported by strong design operations.
    • Collaborate with Risk, Compliance, and Legal to ensure all experiences meet regulatory requirements while still delivering for customers.
  • Measurement and Outcomes
    • Define and track experience quality metrics (NPS, CSAT, task completion, effort scores) that connect design decisions to business results.
    • Establish a research and insight practice that continuously feeds product and strategy decisions with customer evidence.
    • Drive accessibility and inclusive design standards across all products and channels.


Required Skills:
  • Demonstrated experience leading design across both digital and physical or service-oriented environments (not solely app or web).
  • Proven ability to develop and execute experience strategy at an organizational level, not just individual product or feature scope.
  • Strong fluency in service design methodology including journey mapping, service blueprinting, and systems thinking.
  • Experience building and scaling user research capabilities that inform both tactical and strategic decisions.
  • Familiarity with conversational design, voice UX, or AI-assisted interaction design.
  • Strong executive presence with the ability to influence senior stakeholders and represent design at the leadership table.
  • Outstanding communication skills: able to frame design strategy in business terms and connect design decisions to measurable outcomes.

Required Experience:
  • High School diploma or GED equivalent and a minimum of 12 years of progressive UX and design experience, including significant leadership of multi-disciplinary design teams.

Preferred Experience:
  • Business, Finance, Technology or related field. MBA.
  • Experience in financial services, banking, or other regulated industries with complex, multi-segment customer bases.
  • Experience designing for small business and/or wealth management client segments.
  • Background incorporating AI/ML-driven personalization or generative AI into customer-facing experiences.
  • Experience integrating design teams through organizational change or following a merger or consolidation.
  • Familiarity with contact center experience design, IVR/voice channel optimization, or branch experience design.

About USAmeriBancorp

Valley National Bancorp, doing business as Valley Bank, is a regional bank holding company headquartered in Wayne, New Jersey with approximately $42 billion in assets. Its principal subsidiary, Valley National Bank, currently operates over 230 branch locations in northern and central New Jersey, the New York City boroughs of Manhattan, Brooklyn, and Queens, as well as Long Island, Florida, and Alabama. Valley Bank holds approximately $29 billion in assets. ,Valley Bank is one of the largest commercial banks headquartered in New Jersey.
Learn more about USAmeriBancorp
Industry
Legal & Accounting
* Ladders Estimates

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