American Airlines Director User Experience in Ft Worth, Texas

Location: AA Headquarters 1 (DFW-HDQ1)

Additional Locations: None

Requisition ID: 10104

Job Description

The Director of User Experience and Global Content at American Airlines oversees the vision and evolution of the customer experience across all digital channels. This leader plays a key role in creating intuitive and engaging technology solutions and oversees information architecture, usability research, copywriting and interaction design for both customer and employee tools and technology. The role also leads content and content strategy for all digital channels worldwide. This leader will mentor and guide the cross-disciplinary team that partners with stakeholders and IT to build world-class digital solutions that make travel easier, more enjoyable and more efficient for customers and employees. The ideal candidate will also be a tireless envangelizer who builds trust across the organization through transparency of the UX process.

  • Support strategy, product development and IT to deliver a industry leading user experience for every product and feature on the product roadmap.

  • Lead a team of architects, researchers and designers to build and test user interface designs that meet both customer and stakeholder expectations.

  • Make data driven design decisions by working with analytics and customer insight to ensure all UX decisions are made based on customer behavior.

  • Lead the usability testing strategy, planning and vision to drive continuous improvement through customer usability testing.

  • Support revenue and operational objectives while maintaining a constant focus on the customer.

  • Mentor architects, researchers and designers to work in a highly collaborative environment with a focus on strong conceptual thinking, creative leadership and decisions based on data and human interaction.

  • Lead the effort to establish and communicate customer profiles, journey maps and functional prototypes based on customer insight data.

  • Understand how to strike a balance between design and usability, particularly across the multiple functions the positions supports, which range from engagement (through the AAdvantage loyalty program), revenue (through booking and upsell programs) and function (through operation critical features such as check-in and disruption management).

  • Lead content strategy and content production for all digital channels across the globe, including translations, for American’s 60+ international websites.

Job Qualifications

  • The candidate should have 10+ years’ experience in digital, information architecture or user experience for a consumer brand and 5+ years’ experience leading design and implementation of complex digital experiences

  • Excellent communication, collaboration, negotiation and interpersonal skills

  • Proven success managing and coaching talented UX teams

  • Proven success designing and optimizing transactional applications

  • Proven success designing for mobile (both native app – iOS and Android – and responsive/adaptive designs in browser)

  • Ability to incorporate research, strategy and analytics into design decisions

  • Mastery of UX interaction and design principles and deliverables including rapid prototyping, concept diagrams, user scenarios, wireframes, flows, experience maps, design patterns and annotated comps

  • Solid understanding of design fundamentals across mobile and web platforms, including typography, iconography and color

  • Solid understanding of web and mobile (native) technologies

  • Working experience with complex prototyping

  • Experience dealing effectively with non-creative decision makers

Additional Locations: None

Requisition ID: 10104

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.