Director, AI Experience Design Lead

Description

The company is putting AI in front of 80,000 colleagues, and every surface needs to feel consistent. This role owns that consistency as a product: an AI-first design system covering human and agent experiences.

The role is part of the Customer Experience function in the Chief Technologist Organization and covers how the company's AI looks, sounds and behaves. It also leads the design team that builds it.

The system defines what colleagues see, what agents say, how uncertainty is disclosed and how regulated content behaves. Its outputs are working systems (tokens, patterns and standards in MCP that feed the build pipeline), so engineers and the Design QA Agent get the right pattern by default and teams ship compliant experiences without waiting on reviews.

You are accountable for the system the way a product owner is accountable for a product. Adoption in code, pattern reuse, override rates and first-pass compliance are the measures. If telemetry shows a pattern failing, you retire it.

This is a Director role that combines people leadership with hands-on design work across screens, conversation, voice and agent-to-agent interaction. You ship production design, deliver standards as code and grow the team. You also bring deep understanding of how LLMs, agents and modern product stacks behave, which earns the trust of Engineering and Product.

The role suits a senior design leader with strong executive presence, storytelling and political judgment who still does hands-on work and invests in the growth of their people.

Responsibilities

• Own, extend and evolve the AI-first design system across human and agent surfaces, as the single source of truth for how the AI looks, sounds and behaves.
• Ship design standards as code: tokens, patterns and components in the engineering build pipeline, so the correct compliant pattern is the default and WCAG 2.1 AA accessibility is built in.
• Track adoption in code, including pattern usage, override rates and exception requests, and retire patterns the data shows are failing.
• Link design work to measurable outcomes such as adoption, task success, trust, time-to-resolution and first-pass compliance.
• Set the design bar by shipping work yourself, adopting new AI tools early, bringing forward ambitious ideas and showing the team current methods.
• Lead end-to-end design for high-impact, ambiguous initiatives, from framing the problem to high-fidelity, interactive and executive-ready prototypes.
• Act as design authority for agentic AI experiences, including systems that plan, reason, call tools and run multi-step workflows with humans in the loop. Own conversational UX for chat and/or voice: dialog flows, conversation state, error recovery, escalation and safe fallbacks.
• Define assistant behavior, including tone and voice, refusal patterns, transparency cues and explainability, and design for edge cases and failure modes in regulated contexts.
• Co-own LLM-enabled products with AI, data, product and engineering teams, balancing autonomy, usability, safety and trust.
• Maintain a high design standard across interaction, visual, systems, product thinking and storytelling.
• Advise Product, Engineering and executive stakeholders across the platform teams, and turn complex design and AI concepts into decisions leaders can act on.
• Support product vision and roadmap prioritization by helping decide which AI capabilities to build, sequence or sunset based on user value and experience impact.
• Build, lead and grow a high-performing team of experience designers: hiring bar, roles and levels, growth paths and the full talent lifecycle. Mentor direct reports by modeling the craft in your own work.
• Own the team's operating budget and staffing across platforms and initiatives, and work with Finance on annual planning.

Requirements

• A bachelor's degree with at least 8 years of progressive experience in experience design, UX or product design, including delivering complex, high-impact digital products in enterprise or highly matrixed environments; or a master's degree with at least 7 years of experience; or a PhD with 5+ years of experience.
• 5+ years of direct people management, including hiring, developing and leading high-performing design teams.
• Working fluency in front-end development, APIs and design-token pipelines, enough to deliver design standards as code with Engineering.
• Experience owning and evolving design systems and AI-first interaction patterns at scale, keeping them scalable, consistent and high quality.
• Hands-on experience designing agentic AI workflows and conversational UX (chat and/or voice), including dialog flows, conversation state, repair and fallback patterns, escalation models and human-in-the-loop controls.
• Advanced understanding of how AI systems behave, communicate and build trust, with experience designing transparency cues, explainability, refusal behavior, safety guardrails and responsible AI interaction.
• Exceptional design judgment and craft, with the ability to produce end-to-end work from problem framing to high-fidelity, interactive and executive-ready prototypes on your own.
• Strong executive communication and storytelling, with the ability to explain and defend design decisions to senior leaders and varied stakeholders.
• Hands-on expertise in accessibility and inclusive design, including ensuring WCAG 2.1 AA compliance across digital products and platforms.
• Strong analytical and problem-solving skills, turning qualitative and quantitative inputs into clear design direction and actionable insights.
• A portfolio showing system-level thinking, AI-powered experiences and rapid prototyping, including design standards or components shipped as production code.
• Demonstrated breadth of leadership: influencing and collaborating with peers, developing and coaching others, guiding colleagues' work toward meaningful outcomes and delivering business impact.
• Preferred: strong product design experience beyond UI, partnering with Product and Engineering to shape scope, weigh tradeoffs and define measurable outcomes.
• Preferred: hands-on experience building with LLM APIs or agent frameworks to prototype real agent behavior in code, not only static interfaces.
• Preferred: advanced prompt engineering, writing prompts as detailed creative briefs that set parameters, constraints and brand identity.
• Preferred: experience working in lean or agile environments with fast, iterative product cycles.
• Preferred: experience building design teams from the ground up, including hiring, onboarding and career-path frameworks.
• Preferred: experience with AI experience evaluation, such as conversation quality testing, scenario-based risk testing and improvement loops tied to product metrics.
• Expert-level skills: recognized authority in interaction, visual and conversation design; design and engineering fluency with tokens, patterns and standards as code; deep knowledge of how LLMs and agentic systems behave; communicating from engineering standups to executive forums; and turning ambiguous, high-stakes briefs into clear design problems.
• Strong digital literacy and an AI-first mindset, with the judgment to evaluate and use generative tools in the creative process for complex design challenges at scale.
• Ability to manage several complex programs and projects at once.

Conditions

The annual base salary ranges from $176,600.00 to $294,300.00 in the United States, excluding Tampa, FL and locations outside the U.S. In Tampa, FL, the range is $158,800.00 to $264,600.00. Pay follows the location of hire.

The role is eligible for the company's Global Performance Plan with a 20.0% bonus target and for the share-based long-term incentive program.

Occasional travel may be required for workshops, team meetings and stakeholder engagement.

Flexibility to work across global time zones as needed.

The role is posted in several locations. For a secondary posting location with pay transparency rules, your Talent Advisor will share local pay details during the first interview.

Relocation assistance may be available based on business needs and eligibility.

You must be authorized to work in the U.S. for any employer. U.S. work visa sponsorship (such as TN, O-1 or H-1B) is not available for this role now or in the future.

The company reports payments and other transfers of value to health care providers under federal and state transparency laws. Reimbursed recruiting expenses for licensed physicians may be reportable under the Sunshine Act, and questions can go to your Talent Acquisition representative.

Benefits

• Eligibility for share-based long-term incentives.
• A 401(k) plan with the company matching contributions and an additional the company Retirement Savings Contribution.
• Paid vacation, holiday and personal days.
• Paid caregiver, parental and medical leave.
• Health coverage including medical, prescription drug, dental and vision.