The Role
Lead and scale a multidisciplinary UX and design organization, define a unified multi-year customer experience strategy, partner cross-functionally to ensure design fidelity and regulatory compliance, build research and measurement practices, and drive accessibility, inclusive design, and business-aligned outcomes.
Summary Generated by Built In
Job Summary & ResponsibilitiesPreferred Qualifications
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.
Skills Required
- Demonstrated experience leading design across digital and physical or service-oriented environments
- Proven ability to develop and execute experience strategy at an organizational level
- Strong fluency in service design methodology including journey mapping, service blueprinting, and systems thinking
- Experience building and scaling user research capabilities
- Familiarity with conversational design, voice UX, or AI-assisted interaction design
- Strong executive presence with ability to influence senior stakeholders and represent design at leadership level
- Outstanding communication skills; able to frame design strategy in business terms and connect to measurable outcomes
- High School diploma or GED and a minimum of 12 years progressive UX and design experience, including significant leadership of multi-disciplinary design teams
- Business, Finance, Technology or related field; MBA
- Experience in financial services, banking, or other regulated industries
- 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
Valley Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Valley Bank and has not been reviewed or approved by Valley Bank.
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Healthcare Strength — Health coverage spans medical, dental, and vision with HSA/FSA options alongside life, AD&D, disability, and EAP support. The breadth presents as a comprehensive, modern package for a regional bank.
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Leave & Time Off Breadth — Time off offerings include vacation/PTO, sick leave, and volunteer PTO. Feedback suggests these elements contribute positively to work–life balance even when base pay feels light.
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Retirement Support — Retirement programs include a 401(k) with company match and, for eligible employees, a deferred compensation plan. The presence of these programs strengthens total compensation.
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The Company
What We Do
At Valley, we aren’t just your average financial institution; we're your trusted partner in building a brighter future. With a widespread presence across the U.S., we've been serving communities since 1927. For over 95 years, our team of dedicated professionals has been committed to creating better banking opportunities for our customers and fostering growth and prosperity in the communities we serve. From personalized financial solutions to comprehensive banking services, home mortgages, commercial lending, and wealth management, we're here to help you achieve your financial goals, no matter how big or small. We understand that each individual and business has unique challenges and opportunities, and we're here to listen, understand, and provide tailored solutions to help you succeed. ©2025 Valley National Bank. Member FDIC. Equal Opportunity Employer. Equal Housing Lender. All Rights Reserved.
