Sr. Manager, UX Design Customer Experience (Remote/Flexible)

Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.

Company Overview 

Insulet started in 2000 driven to achieve our mission of enabling our customers to enjoy simplicity, freedom, and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients who have insulin-requiring diabetes, by using innovative technology that is wearable, waterproof, and lifestyle accommodating. We are on an exciting trajectory of significant growth and global expansion enabling us to reach more patients around the globe. 

We are looking for highly motivated, performance driven individuals who want to be part of building our Center of Excellence and be at the forefront of our rapidly growing global footprint. We are looking to hire amazing people who are guided by shared values and desire to exceed customer expectations. Our continued success depends on it. 

Position Overview 

The Sr. Manager, UX Design Customer Experience will be responsible to work closely with cross-functional members of the development and planning teams to ensure a world-class user experience is designed for while ensuring a scalable, global implementation to meet future business needs. 

Responsibilities  

• Reduce complexity in our designs, our deliverables, and our collaborations. Responsible for driving process improvement for design within the teams. 

• Manage a team of UX design leads and designers, focused on digital products.  Including hiring, developing, coaching, and upskilling the team. Build a strong team of designers that can work independently on programs in a SAFe agile environment, with coaching. Direct responsibility for approximately 10+ designers on the team. Manage designers on complex software releases on multiple platforms and programs. 

• Manage in a complex environment from innovation to more tactical programs, lead the team through ambiguity to drive clarity for the design team. 

• Responsible for demand planning and resourcing to meet program and department strategic goals. 

• Build and manage a large UX design team focused on the Customer Experience, working in a SAFe agile development environment for multiple modalities – text, web, email, native apps with multiple releases and partner integrations. Prioritizes the team backlog to streamline the execution of program priorities.  

• Prioritization and assignment of design resources and work at PI and sprint levels for the design organization with in a SAFe agile environment. Leads PI planning and sprint planning for design team for feature, programs and/or product releases as assigned. 

• Manage cost center and budget for a large team of designers, including cost of headcount, design tools, T&E, and vendor support. 

• Engage, hire, and manage UX vendors and software tools as needed to extend the team’s capabilities when needed. 

• Balance the development of the team with the development of the user experiences.  

• Collaborate heavily and influence the customer experience, product management, marketing, regulatory, clinical, legal, and development team to help define world class user experiences and a holistic user experience across touch points. This is focused primarily on the medical device both physical products and native apps but may extend to partner integrations. 

• Demonstrates deep buy-in for team and business goals. Gains broader knowledge of other business areas. Acts as an agent for change. 

• Drive user centered design best practices through the agile process. Incorporate the adoption and integration of user research globally, early and often through the lifecycle of the project through collaboration with the user research team. 

• Leads design for accessibility and localization; extends global design system as necessary. 

Education and Experience 

• Bachelor’s degree in Design, HCI, Human Factors, Cognitive Science, Psychology, Interaction design, Industrial Engineering or other discipline. 

• 8-10+ years of relevant experience in UX and product design, ideally with a focus on developing and implementing customer centric systems, with multiple touchpoints (product, mobile, web) globally. 

• 5+ years of experience managing large UX design teams (10+ designers) in an agile environment on either complex software platforms, medical device, or consumer devices. 

• Experience working effectively with cross-functional teams on high-visibility initiatives. 

• Experience managing UX vendors and engagement from ideation to execution. 

• Intellectual curiosity, including the willingness to learn. 

• Advanced working knowledge of user experience methods and design thinking process. Understands systems and data management.  

• Deep expertise in designing for accessibility and localization. 

• Strong track record of integrating user research into design process. 

• Experience with managing organizational budgets, including cost of headcount, design tools, T&E, and vendor support. 

• Proven track record of leading large teams focused on the UX for customer experience and service design 

• Experience with software releases on multiple platforms and programs, with balancing resources. 

• Required experience in accessibility and localization, GDPR, N-Tier architecture web applications, and building global design systems in Figma.  

• Has a strong compelling portfolio delivered with exceptional craft and attention to detail- personal and team leadership work. Please provide password and URL.  

Required Leadership/Interpersonal Skills & Behaviors 

• Proven success in driving process improvement and maturing a UX organization. 

• Track record of elevating the capabilities of an organization for now, as well as the future. 

• Ability to build and maintain relationships throughout the organization, including influencing key stakeholders in a collaborative manner, to achieve the required outcomes. 

• Creates a high-performance, customer-centric culture throughout the organization, while continuously monitoring the needs of the customer. Demonstrates strategic enterprise thinking, finding innovative ways to serve customers and build trust. 

• Collaborative leader who can articulate a vision, set direction, and engage and motivate others to achieve outstanding results. 

• Ability to manage conflict through facilitating discussion and decision-making that builds alignment. 

• High level of business acumen with a strong strategic focus, analytical skills and project execution capability that has been acquired and developed in a complex, international environment. 

• Experience with leading international teams, cross culturally. 

Preferred Skills and Competencies:  

• Background in complex N-tier architectures or SAAS.  

• Experience in Salesforce Lightening and OKTA, preferred. 

• Strong technical or business analysis skills, a plus. 

• Experience working in a regulated environment, preferred. 

• Thorough knowledge of the diabetes disease state preferred. 

Additional Information 

• The position can be remote, hybrid or in-person at our Acton, MA Headquarters. The preferred location is near San Diego, CA or Acton, MA. 

• Travel is estimated at 5-10% but will flex depending on business needs. 

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote 

Additional Information: