Senior Director of User Experience (UX) Research and Design

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed.

Job Summary

The Senior Director of User Experience (UX) Research and Design leads the MBTA's UX, Research, Design, and Content Strategy group, a functional team of craft experts and managers who work across numerous product and program lines. The Senior Director of UX Research and Design defines and drives UX strategy, shaping decisions that impact organization direction, long-term outcomes, and cross-portfolio priorities. The Senior Director ensures that Transformation and Technology (T&T) Department services are meeting user needs via well-defined outcomes. Collaborating closely with stakeholders, the role defines scopes, aligns priorities, orchestrates cross-team delivery, and establishes agency-wide standards and practices.

Duties & Responsibilities

• Shape organization-wide research, design, and content vision, strategic direction, and practice.
• Build effective design teams and direct strategies that are focused on improving the lives of end users, both riders and staff.
• Lead and develop research and design management, including organizational planning, performance management, position descriptions, hiring, and professional growth as applicable.
• Advocate for and scale the functions of UX research, design, and content strategy through the establishment of standards, frameworks, and best practices.
• Identify strategic research and service design opportunities, and use research data to inform business, product, and operational decisions.
• Support T&T with outcome orientation, ensuring that T&T work is in the service of long- and short-term outcomes.
• Serve as a senior leader within T&T, supporting and contributing to the overall Technology vision and strategic direction.
• Serve as a senior advisor to other departments within the MBTA, with the ability to be a strategic thought-partner and to synthesize and communicate complex ideas.
• Serve as a member of a rotating on-call group.
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Supervision

• Directly supervises a team of three to five (3-5) program-area directors and two to five (2-5) cross-department staff.

Minimum Requirements & Qualifications

• Bachelor's degree from an accredited institution in computer science, graphic design, human computer interaction or other related field.
• Ten (10) years of progressively responsible professional experience supporting or leading major initiatives, program areas, or cross-functional projects requiring strategic judgment, problem-solving, and coordination across multiple stakeholders.
• Seven (7) years of supervisory, managerial, and/or leadership experience.
• Expertise across UX disciplines and methods.
• Experience leading a team of functional and management staff.
• Experience working in a matrixed organization, including program, product, and engineering in multiple settings.
• Demonstrated ability to generate clarity when provided ambiguous or open-ended problems.
• Demonstrated knowledge of and experience with UX best practices, service design, usability heuristics, accessibility standards (such as Web Content Accessibility Guidelines (WCAG)), and human-computer interaction.
• Ability to provide understanding and examples of how individual design decisions fit into the larger ecosystem of the product, business, and user journey.
• Demonstrated knowledge of outcome orientation, including translating research/design insights into measurable product, service, or operational outcomes.
• Effective managerial, organizational, analytical, confidentiality, multi-tasking and time management skills.

Substitutions

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
• An associate’s degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one (1) year of experience.

Preferred Experience & Skills

• Master's degree from a credited institution in a related field.
• Experience in the public sector, transportation agency, and/or civic technology team.

Job Conditions:

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English.
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program.
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role.
• Ability to provide internal and external customers with courteous and professional experiences.
• Ability to work effectively, independently, and as part of a diverse workforce team (or supervise, if required).
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers.
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless if current student or recent graduate), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and / or medical Clinic screening, potentially including physical examination and drug and alcohol screenings.
• Ability to work all shifts and / or locations assigned, directed, or necessary for this position, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at 617-222-5751 or [email protected].
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer. For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions.
12. Intern / Co-Op Benefits: Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost. However, no additional benefits are currently offered for interns or co-ops.