Director, Customer Experience

Director, Customer Experience

Western Union Careers: Work That Makes A Difference

At Western Union, you can build a career doing work that makes a difference! We are disrupting the cross-border money transfer industry by developing new technologies and partnerships. Watch our recruiting video to get introduced to WU, and visit westernunion.com/careers to learn more!

Director, Customer Experience

Western Union is changing. Yes, we're the company that moves money around the world quickly and reliably in 200 countries and territories. We are also present in over 510,000 locations bringing immense distribution convenience to our consumers. But we're on the cusp of becoming much more than that. Our vision is to be the preferred financial services provider for the underserved - billions of people and businesses with unmet financial service needs. That means aggressively pursuing digital, mobile, ATM/kiosk and stored value card strategies that meet the needs of today's global consumers and businesses. So if you're looking for a company on the move - and truly one of the most diverse work environments on the planet - then Western Union could be for you.

Right now, we are seeking a Director, Customer Experience , based at our San Francisco, California location.
In this role, you will be in charge of Customer Experience across multiple platforms including web, mobile, and kiosks.

In addition, you will:
  • Be responsible for global customer experience on all self-service channels (e.g. web, mobile, kiosks)
  • Manage teams globally on content and UX design
  • Understand and value prop for new product features and translate to the optimal customer experience
  • Lead unification of customer experience across all WU self-service channels
  • Propose and guide UX testing and user research including multivariate tests
  • Help the team deliver clear, helpful, high-quality content that augments the UI
  • Create and manage and effective content production process including the right use of CMS
  • Guide up-and-coming channels like Voice, Amazon Echo, Apple Watch etc.

Qualifications:
  • Bachelor's Degree
  • 10 years web/mobile product development related experience
  • Deep understanding of, and passion for, web and mobile UX best practices and emerging trends
  • Exposure to Agile product development
  • Working knowledge of user-centered design processes
  • Success creating product features from scratch and a track record of successful enhancements
  • Strong ability to work with people at all organizational levels and from diverse cultures and backgrounds
Ability to manage multiple projects simultaneously