Senior Digital Experience Supervisor

UPS Alpharetta , GA 30023

Posted 3 months ago

The Senior Digital Experience Supervisor will work with ups.com team members and vendors to design, test, deploy, measure and optimize new customer experiences. He/She utilizes modern design best practices, tools, usability tests and website heuristics to design effective user interfaces for ups.com. He/She will contribute to the evolution of the digital design system and tools that will be used to produce ups.com and its corresponding elements. He/She will manage, govern and leverage the design system to add value to customers and the business. This position will supervise graphic/interactive designers, front-end developers, information architects and content authors, depending on project needs. This position partners with Segment and Product owners to identify and execute new experience designs based on business needs and goals.

Responsibilities and Duties

  • Delivers presentations to user experience senior management to provide information on the strategic vision of ups.com (e.g., new technology concepts, supported research data, potential project ideas, etc.)

  • Partners with Consumer Technology and Marketing sponsors to transform new product or application improvement ideas into project definition documents supported by marketing and usability research

  • Persuades cross-functional team, using usability research evidence and user experience guidelines, to incorporate long-range user interface design goals into UPS.com design strategy

  • Attends business requirement meetings to understand business needs, use cases, project objectives, and project scope

  • Provides user experience feedback to cross-functional teams to present business requirements and expected design impacts

  • Highlights cross-project impacts and reuse opportunities to assist with cost control management

  • Determines the need for usability research based on project definition documents or business requirements to facilitate usability test execution tasks (e.g., screener questionnaires, test scenarios, data analysis requirements, etc.)

  • Moderates usability testing sessions to collect customer interaction data

  • Analyzes customer interaction data via various usability design concepts to develop optimal user experience reports that support customer and business needs

  • Presents report analyses to cross-functional teams to incorporate overall strategic user experience standards into ups.com

  • Writes, reviews and edits content for usability testing to optimize ups.com experiences contributing to business goals

Knowledge and Skills

  • Communication Design and Management: Identifies the main message in documents; explains the importance of timely and relevant communication; demonstrates a basic understanding of the different channels available for communication

  • Conducts Research: Uses the research problem to guide relevant data gathering and benchmarking; develops a working knowledge of literature related to the research problem; minimizes personal biases that may impact the research process or outcomes; gathers data that represent all sides of the business case

  • Project Management: Develops project management plans and leads the implementation for basic projects of short duration requiring limited coordination and resources; supports initiatives with well-defined project needs and cross-functional roles/responsibilities throughout the project life cycle; manages minimal organizational resistance to cross-functional project demands; employs project management tools and technology (e.g., Microsoft Project, Program Management Group website, etc.) appropriately

  • Technical Writing: Uses the appropriate style, level of detail, grammar, and organization of thought in technical writing; drafts standard specialized or technical documents using templates and job aids; considers the end-user's perspective when creating technical documents

  • Technology Knowledge:
    Leverages technological knowledge to achieve business objectives; resolves technological issues impeding work; adapts technological information, facts, or data to varying situations or groups; recommends changes to technological approach based upon knowledge of trends and best practices

  • Bachelor's Degree (or internationally comparable degree) in Communications or Marketing with a concentration in Interactive Design, Human Factors, Digital Marketing, or related fields

  • Preferred
  • Digital marketing experience
  • Preferred
  • Responsive design experience
  • Preferred
  • Intermediate level experience in Adobe Creative Cloud (Photoshop, Adobe XD) or similar programs
  • Preferred

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law


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Senior Digital Experience Supervisor

UPS