User Experience Manager

Federal Reserve Bank of Richmond

The User Experience (UX) Manager will be part of a newly transformed End User Services organization and will report to the Vice President of User Experience, Technology Adoption and Communications. The UX Manager will lead a team of user advocates and change agents responsible for leading a variety of UX activities to guide the creation of a cohesive end-to-end user experience for the Federal Reserve System (FRS) workforce. This role will be critical in advancing user-centered design methodologies in order to evaluate, recommend, design and implement solutions that optimize the workforce experience. The manager will also be responsible for people leadership activities such as professional development, hiring and performance management



Bachelor's Degree or equivalent experience with seven to ten years of work experience in user experience, human computer interaction, product management or related area. One plus year of supervisory experience required. Four plus years of supervisory/management experience preferred. 

Knowledge: Possesses and applies a high degree of subject matter expertise; continually strives to build on this knowledge to produce results that meet customer needs and FRIT goals and objectives. 

Leadership: Demonstrated management-level expertise to effectively direct functions in in a rapidly growing business environment. Influences others to gain support for ideas or accept a desired course of action. Shapes the direction of others and motivates through inspiring commitment, trust, and respect. 

Communications: Excellent organizational and communication skills, creativity, attention to detail, and negotiation skills to interpret results, develop communications and recommend improvements. Able to present information within all settings in a credible, confident and influential manner. Communicates in a concise, direct and purposeful way. Excellent customer service skills and demonstrated ability to interact with anticipated audiences in a courteous, service-oriented manner. 

Collaboration: Highly collaborative with ability to lead across diverse audiences to influence decisions that improve the user experience. 

Risk Management: [The individual] is responsible for understanding and applying risk management discipline to ensure appropriate controls and risk management throughout area of responsibility. 

Decision Making: Works independently on broad assignments or under general directions as to scope or objectives. Responsible for planning and performance with no guidance or assistance on professional aspects of work except under unusual circumstances. Schedules daily work and provides direction to assigned staff, trains and evaluates performance. Makes recommendations on hiring decisions and salary administrations and disciplinary actions. Develops operating plans and priorities that will be reviewed by officers and executed by direct reports. 

Working Conditions: Will require the use of standard office equipment such as computers, phones, photocopiers, etc. 

Physical Demands: Requires some degree of sitting (for prolonged periods of time), standing, lifting carrying, pushing, pulling less than 20 lbs. 

Hours of Work: May require extended work hours. Occasional 


Principal Duties and Responsibilities:

  • Leads staff and orchestrates team efforts to meet critical business objectives around optimizing the end user experience; taking into account productivity, collaboration and mobility solutions, endpoint devices and end user services.
  • Partners closely with Strategy and Architecture, Product teams, Communications, Technology Adoption and Operations to drive a user-centered process across the End User Services organization. Collaborates with IT and business partners ensure that the end user experience takes technology and business requirements into consideration. 
  • Advances and coordinates a variety of user-centered design activities to guide a cohesive experience: discovery, research, personas and journey maps, usability testing, wireframing and measurement strategies. Leverages the activities to identify and advocate changes in technology, communications, training and/or operations with focus to improve the effectiveness, ease of use and enjoy-ability of end user experiences.
  • Develops and implements a “voice of the user” practice to gather end user insights and elicit feedback that can be translated into optimized experiences. Ensures qualitative and quantitative methodologies are included.
  • Consults with Division management on divisional strategies and organization, leadership, and staff performance matters. Areas of activity include talent management through proper succession planning programs for key contributors, training and development programs to help position staff for success and more significant responsibilities and to enhance employee knowledge and understanding of the Federal Reserve System, National IT, and Federal Reserve Information Technology (FRIT). Key participant in performing personnel actions (i.e., hiring, promotions, terminations, performance appraisal, and training).
  • Participates in the department's resource management process. Plans and executes a course of action based on sound business decisions, and works to effectively identify potential cost-saving opportunities, and resolve resource constraints. Improves and supports business activities through ensuring objectives, goals and client needs are met. 
  • Represents department in organization level projects and task forces to enhance relationships, communications, services and address critical issues. 
  • Leads cross-functional team initiatives and Department process improvements. 
  • Performs other duties as assigned.

More details available and apply at