UX Lead

2 weeks ago

Toronto, Canada Plusgrade Full time

Plusgrade powers the global travel industry with its portfolio of leading ancillary revenue solutions. Over 200 airline, hospitality, cruise, passenger rail, and financial services companies trust Plusgrade to create new, meaningful revenue streams through incredible customer experiences. As an ancillary revenue powerhouse, Plusgrade has generated billions of dollars in new revenue opportunities across its platform for its partners, while creating enhanced travel experiences for millions of their passengers and guests. Plusgrade was founded in 2009 with headquarters in Montreal and has offices around the world.

**Role**

Plusgrade is searching for a passionate User Experience Lead to join our growing team and establish a Customer-centric vision that will transform our products and the travel industry.

**Responsibilities**
- Working with other key members of the product team, you’ll help turn the company vision and mission into reality through researching, ideating, implementing, launching, and iterating on new and existing products.
- Creating, owning, and setting the vision and purpose of design throughout the organization.
- Developing personas, user scenarios, and other analysis documents to inform the design.
- Conducting user research with travelers to understand their needs, their pain points, and opportunities for solving their problems through digital products.
- Creating sketches, wireframes, story boards, interaction flows, visual designs and prototypes to support the product team.
- Translating user findings and investigating a variety of potential solutions - repeatedly iterating and improving with the team and stakeholders.
- Leading the design-thinking methodology throughout organization.
- Designing high-fidelity mockups with interaction notes and telling the product story and vision through visual storyboards and presentations.
- Creating and communicating precise design specifications to facilitate rapid implementation and measurement.
- Gathering and analyzing feedback from customers and other stakeholders to identify opportunities for product improvement.
- Building a culture of UX enthusiasts and providing vision and direction to the product team.
- Ideating and working with the UX team to design new products and features that will influence millions of travelers around the world.
- Assisting with hiring and mentoring of UX and design leaders.
- Leading and coaching other UX/Product professionals.
- Managing multiple projects at the same time and prioritizing tasks and setting expectations within an agile, fast-paced environment.

**Qualifications**
- A portfolio and samples of work demonstrating experience creating user-centered, customer-focused design solutions
- Bachelor's degree in Design, human centered design or related field.
- 5 to 7 years of proven success in a user experience role, especially in high-growth environments within categories like e-commerce, travel, and customer loyalty.
- 5 to 7 years experience of UX, product design with user interfaces, wireframes, and mock-ups.
- 2+ years experience designing mobile app solutions on iOS and Android in the consumer space.
- 2+ years experience managing and mentoring other UX designers.
- Fluency in best practices for web-based information architecture, research and design, as well as strong knowledge of usability principles and techniques.
- Passion for being innovative and driving Customer-centered experiences, attention to detail in content, usability, and design.
- Strong entrepreneurial attitude to help innovate and execute UX initiatives which in turn will create amazing traveler experiences across the Customer journey.
- Track record of designing innovative customer facing features that drive growth, reduce customer pain points and improve retention.
- Passionate about UX and design, people and shaping Plusgrade’s ability to provide frictionless end-to-end customer experiences.
- Experience preparing easy to read and visually pleasing documentation, presentations and related product overviews.
- Experience writing UX requirements, interaction notes and prioritizing efforts based on multiple inputs.
- Familiarity with Agile software development methodologies.
- Able to work with limited supervision and be accountable for actions and decisions and show proven ability to influence cross-functional teams without formal authority.
- Experience with a variety of design & agile tools including Figma, JIRA, Photoshop, Sketch, Axure, etc.

For this role, you can be anywhere in Canada, given you are comfortable working within the ET timezone.

**Benefits and Perks**

We want everyone to stay healthy, upgrade often, and feel supported

\uD83C\uDFE6RRSP Matching

\uD83C\uDFE5Comprehensive health plans

\uD83D\uDCC5Unlimited PTO

✈️Annual upgrade credit

\uD83C\uDFCB️‍ ️Annual physical wellness credit

\uD83E\uDDD8Annual mental wellness credit

\uD83D\uDCCDFlexibility to work remotely

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