UX Design Manager

Required

• 8+ years of experience in UX Design, Product Design, Digital Experience, or Customer Experience.
• Deep expertise in email design, CRM platforms, lifecycle communications, and customer messaging strategies.
• Proven experience designing and optimizing customer communication programs and marketing experiences.
• Strong understanding of UX principles, customer journeys, information architecture, and content strategy.
• Advance proficiency in Figma for UX design, wireframing, and prototyping.
• Excellent communication, presentation, and stakeholder management skills.
• UX expert with extensive experience in email, CRM, and customer communications design.
• Strong understanding of messaging strategy, customer journeys, and lifecycle marketing.
• Comfortable leading both communication-focused initiatives and broader digital product experiences.
• Skilled at designing executive-level presentations and translating complex concepts into compelling visual stories.
• Thrives in highly collaborative environments and can influence stakeholders across multiple disciplines.
• Brings a strategic mindset with a passion for improving customer experiences through thoughtful design and communication.

Projects

The UX Design Manager – Email & Communications Experience will lead the strategy, design, and optimization of email and customer communications ecosystem. This role requires a seasoned UX leader with deep expertise in email design, CRM journeys, messaging frameworks, and customer communications, while also supporting broader digital experiences such as booking flows, search experiences, and international customer touchpoints. The ideal candidate combines strong UX and digital experience expertise with a passion for crafting effective customer communications, driving engagement, conversion, and brand consistency across every interaction.

Key Responsibilities

Email & CRM Experience Leadership

• Lead the design and evolution of email templates, communication frameworks, and CRM-driven customer journeys.
• Establish UX best practices for email design, personalization, accessibility, content hierarchy, and conversion optimization.
• Partner with Marketing, CRM, Content, and Analytics teams to improve customer engagement and campaign performance.
• Ensure consistency across email experiences, messaging, and brand standards.

Digital Experience & Product Design

• Apply UX expertise to improve customer experiences across web, mobile, and digital touchpoints.
• Support product-focused initiatives such as booking flows, search experiences, account management, and international market experiences.
• Collaborate with Product, Engineering, and Business teams to create customer- centered solutions that balance user needs and business goals.
• Leverage customer insights, analytics, and research to identify experience improvement opportunities.

Communication & Executive Storytelling

• Create compelling presentations, customer experience narratives, and executive-level communications.
• Translate complex ideas, customer insights, and strategic initiatives into clear, engaging visual stories.
• Partner with leadership teams to communicate vision, opportunities, and experience strategies effectively.

Team Leadership & Collaboration

• Lead, mentor, and develop a team of UX and design professionals.
• Foster a culture of collaboration, innovation, and design excellence.
• Drive alignment across Marketing, Product, Content, CRM, Research, and Technology teams.
• Establish scalable design processes, governance, and quality standards.

Preferred

• Experience in hospitality, travel, eCommerce, or customer-focused digital organizations.
• Experience designing international and localized customer experiences.
• Strong presentation design and executive storytelling capabilities.
• Experience working closely with Marketing, CRM, Content Strategy, and Product organizations.