Job Description

The Experience Design Account and Delivery Director leads the successful delivery, growth, and innovation of Experience Design services across a client account. This role serves as the senior design leader responsible for ensuring high-quality outcomes, building strong client relationships, and driving business value through design. The Director also advises clients on building and maturing their design organizations, operations, and capabilities.

Candidates should be located in the Chicago market, or open to regular travel to Chicago.

Responsibilities

Account Leadership & Delivery Oversight

• Lead Experience Design delivery across the account, ensuring quality, consistency, and successful outcomes.
• Ensure teams are staffed with the right skills and capabilities while proactively managing delivery risks and escalations.
• Drive operational excellence through project kickoffs, knowledge sharing, and continuous improvement practices.

Client Partnership & Strategic Engagement

• Build trusted relationships with stakeholders and regularly engage client leaders to understand business needs and opportunities.
• Serve as a strategic advisor, bringing industry best practices, design expertise, and innovative approaches to the client.
• Help clients build and mature internal design teams, operating models, governance structures, and design operations.

Innovation & Thought Leadership

• Drive innovation through experimentation, prototyping, pilots, and emerging technology initiatives.
• Introduce leading design methodologies, frameworks, and best practices that improve customer and business outcomes.
• Facilitate innovation, strategy, and visioning workshops that help clients identify and validate new opportunities.

Creative & Design Leadership

• Provide creative direction and design feedback to ensure high-quality experience outcomes.
• Champion user-centered design principles and design excellence across all engagements.
• Establish standards and governance that promote consistency, quality, and best practices.

Team Leadership & Talent Management

• Lead staffing, resource planning, renewals, and capability development across the account.
• Recruit, mentor, and grow design talent while fostering a collaborative and high-performing culture.
• Gather and incorporate feedback from clients, peers, and team members to support performance and career development.

Cross-Functional Collaboration

• Partner closely with technical delivery leaders, product teams, and account leadership to align priorities and execution.
• Coordinate cross-functional efforts to ensure seamless delivery across multiple initiatives and workstreams.
• Facilitate account, project, and planning workshops to drive alignment and progress.

Account Growth & Business Development

• Establish and achieve account growth goals while identifying opportunities to expand Experience Design services.
• Support business development through strategic account planning, stakeholder engagement, and solution development.
• Recommend approaches for scaling design capabilities and increasing the impact of Experience Design within the client organization.

Qualifications

Required

• Significant experience leading Experience Design, UX, Product Design, Service Design, or Customer Experience teams within enterprise environments.
• Proven ability to manage large-scale client accounts, multidisciplinary teams, and complex delivery programs.
• Strong leadership, stakeholder management, resource planning, and communication skills.

Preferred

• Experience in consulting, agency, or professional services environments.
• Experience building, scaling, or transforming design organizations and design operations.
• Track record of driving innovation, organizational change, and account growth.

Applications will be accepted until the position is filled or the posting is removed.

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $103,584 to $209,800. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.

Disclaimer: The above statements are not intended to be a complete statement of job content, rather to act as a guide to the essential functions performed by the employee assigned to this classification. Management retains the discretion to add or change the duties of the position at any time.

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About the Team

Our Experience Design practice helps our clients delight their customers with exceptional experiences - regardless of screen, device, or channel. Through a human-centric lens, our experts design curated digital experiences that drive customer satisfaction and engagement and give voice to the world's biggest brands by elevating and distinguishing the client's image and brand perception.