Money Transfer Customer Experience Group Leader
Western Union

Money Transfer Customer Experience Group Leader - San Francisco, CA, USA

Are you looking for a great opportunity to lead a global team focused on user experience? Are you a technical, self-managing, and comfortable working in a fast-paced environment? Join Western Union as a Money Transfer (MT) Customer Experience Group Leader.

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Better requires process discipline and simplification

We'll be looking to you to partner with design and product management leaders to innovate, evaluate, and deliver features and capabilities across the WU platform, while maintaining the simplicity and ease-of-use of our products. You will manage, coach, and inspire a team of UI designers, copy strategists, copy writers, and UX researchers by providing vision and direction. You'll champion design-thinking and UX best practices across the organization and advocate a user-centered approach toward product design and process with compelling storytelling and demos. You will support a VOC, data and analytics-based approach to create customer experiences, anticipating customer needs and discovering roadblocks. You'll develop views of both present and further customer journeys through quality research and lead facilitated sessions in customer journey mapping and service blueprinting.

For such a pivotal position, you will have 12 years of demonstrated ability in the tech/finance industry, with specific experience working in digital product, design and UX. You'll have a bachelor's degree in Graphic design, HCI or computer science, MBA or Master's is a plus. You will have the ability to create and manage UX/design language style libraries and a deep understanding of, and a passion for, web and mobile UX best practices and emerging trends. You'll have expert knowledge of user-centered design processes and UX skill sets with expertise in either visual or interaction design. You will have a strong ability to work with people at all organizational levels, managing a global team and comfortability in a remote environment. Previous experience of agile working methodologies is also desirable.

Join us, and let's move money for better

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams, while reflecting the communities we serve. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

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Annual base salary gross: $142,500.00 - $237,500.00

The base salary range represents the anticipated low and high end of the Western Union salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, competencies and proficiency for the role. The base salary is one component of Western Union's total compensation package for employees. Other rewards and benefits include short term incentives, health insurance (several options to choose from), accident and life insurance, access to the best in class learning and development platforms, to name just a few! To view more details of our benefits, visit us here: https://2020-2021.mywubenefits.com/

In addition to the annual salary, this role is also eligible to receive an annual bonus and long term incentives.