Infrastructure Platform Experience Design, Executive Director

What you'll do

• Manage, coach, and develop a team of designers to ensure high-quality outputs and consistent design practices.
• Define and execute an experience strategy aligned with business priorities like adoption, self-service, and operational efficiency.
• Lead qualitative and quantitative research to understand infrastructure personas, workflows, and decision drivers.
• Create and operationalize service blueprints, journey maps, and workflow maps to capture end-to-end customer experiences.
• Translate research insights into clear problem statements, opportunity sizing, and prioritized recommendations for product leadership.
• Partner with technical product managers and engineers to define experience requirements and success metrics.
• Establish rituals, templates, and governance to scale research and service design across Infrastructure Platforms.
• Promote inclusive, accessible, and usable experiences across all platform surfaces and user journeys.

What we're looking for

• 7+ years of experience in experience design, service design, UX research/strategy, or related fields in complex enterprise environments.
• People management experience leading designers, including hiring, coaching, performance management, and building team culture.
• Demonstrated ability to drive customer experience strategy using service design methods like service blueprints and journey mapping.
• Strong capability in foundational research, including study design, facilitation, synthesis, and converting insights into product direction.
• High degree of technical fluency in infrastructure platforms, including networking, cloud, compute, storage, database, and APIs.
• Proven ability to partner with technical product managers and engineers to influence roadmaps through evidence and clarity.
• Excellent stakeholder management and communication skills, including executive-level storytelling and alignment across multiple product areas.
• Experience supporting Infrastructure Technology products across public and private cloud environments (preferred).