Manager, Product User Experience

SMG (Service Management Group) is looking for a Manager, Product User Experience!

SMG inspires experiences that improve people's lives. We are a catalyst for change, providing actionable customer, patient, and employee insights that boost loyalty and drive business outcomes. Our unique model puts a dual focus on platform technology and professional services-making it easier to collect, analyze, and share feedback and behavioral data across the enterprise.

At SMG, we love to solve complex problems together. We learn fast, stay curious, and embrace a learning culture where hard work, creative thinking, and initiative are valued and rewarded. Our team members are passionate about creating innovative, client-centric technology together while operating with the highest levels of integrity, humility, and respect for others. We take our work seriously, have fun, and create valuable, high-quality tech as a team.

Your day to day work:

• Manages a portion of the overall product roadmap and collaborates with other members of the product management team to build and maintain a concrete strategic direction for their area of product responsibility
• Supervises UX team employees, including coaching, guiding, and supporting performance feedback
• Leads and serves as the User Experience consultant resource within the company
• Executes on strategic-level decisions in the areas of UX research, UX design and interaction, information architecture, visual design and analysis
• Uses data-driven insights to help clearly articulate the customers' end to end experience with the products and how to best meet the needs of the users and defend design strategies and decisions
• Serves as a strategic partner to Product Managers, Architects, Engineers and key stakeholders to develop new concepts and designs for client-facing website and applications that meet client needs
• Promotes accessibility standards and best practices internally and externally
• Defines best practice frameworks, research methodologies, and documentation surrounding research activities at each stage of the product lifecycle
• Performs other related duties as assigned

Requirements:

• Bachelor's degree in Human Factors, Design Research, Service Design, Psychology, Sociology, Anthropology, Human Computer Interaction, Interaction Design, Industrial Design, or similar field required; Master's degree preferred
• 4 + years' relevant work experience in UX Design and research experience
• 1-2 years management experience preferred

The highest performing individuals in this job demonstrate these behaviors:

• Demonstrates Strategic Thinking: Considers and prepares for future state when making current plans
• Solves Problems: Assesses a situation with accuracy and arrives at a positive solution. Considers a wide range of implications and their interdependencies when solving problems
• Leads Change: Drives organizational change by leading, managing, and providing direction to employees at all levels in the organization
• Manages Performance: Effectively manages individual and team performance by establishing goals, setting performance metrics, providing feedback, and fostering accountability
• Mitigates Conflict: Relies on a variety of approaches to address conflict, disagreements, and challenges