Sr Mgr DT - Digital Product Design

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Description

The Senior Manager, Digital Product Design plays a pivotal role in shaping the next generation of intelligent, seamless digital travel experiences across United Airlines’ digital ecosystem. This leader will drive the design vision for connected, AI powered experiences across all digital channels - including the United mobile app, united.com, in flight personal device touchpoints and other emerging touchpoints across the customer journey. Reporting to the Director of UX & Accessibility, this role will champion a forward-thinking design strategy that bridges business goals, technological innovation, and human-centered design.

Description

This position will lead a team of product designers, strategists, and design technologists to create experiences that feel personal, predictive, and effortless. By leveraging AI, data-driven and research driven insights, the Senior Manager will help transform traditional digital interfaces into adaptive, intuitive omnichannel experiences that anticipate customer needs and elevate every step of the travel journey.

1. Steer a cross-functional portfolio of design work structured into two complementary tracks - Shaping and Production.

Shaping: Drive strategic shaping exercises to identify and define clear customer value propositions. Partner closely with product owners to influence product roadmaps and feature prioritization, ensuring design plays a leading role in defining the “why” and “what” before execution begins.

Production: Lead the delivery of AI-enabled prototyping of omnichannel experiences that streamline operational workflows, reduce design–development handoffs, and drive measurable efficiency across teams and resources

2. Be the UX Partner for United’s Digital Channel strategy, primarily for the desktop, mobile web, and mobile app. Identify and clear any roadblocks and potential risks with urgency to ensure delivery is within the committed schedule.

Partner with product leaders to shape and evolve unified experience roadmaps that not only optimize current resources and deliverables but also future-proof design solutions for scale, adaptability, and innovation.

3. Collaborate with cross-functional teams, the broader UX Community, and business partners throughout the design process and incorporate feedback appropriately with a user-centered focus.

Foster a culture of continuous feedback and design excellence by institutionalizing regular design critiques, creating safe and constructive spaces for collaboration, and ensuring timely input from leadership and key stakeholders.

Champion shared ownership of design outcomes by integrating feedback loops early and often - elevating both the craft and the strategic impact of the work

4. Drive data- and research-informed design decisions that balance user needs, business goals, and technological possibilities. Demonstrate strong judgment in identifying the right type, depth, and timing of research at each stage of the product design process - whether to inspire early concept exploration, validate design direction, or optimize live experiences.

Partner closely with research, analytics, and product teams to translate insights into actionable design strategies, ensuring every decision is grounded in evidence and delivers measurable impact on customer and business outcomes

5. Enable the continuous evolution of Atmos, United Airline’s design system, ensuring it remains future-proof, scalable, accessible and tightly aligned with United’s brand and experience standards.

Ensure all digital customer touchpoints consistently reflect United’s experience principles, creating a seamless and recognizable brand presence across channels.

Shift accessibility to the left, ensuring inclusive design practices are established and met by every member of the design team

Champion the strategic integration of AI across platforms - shaping vision, influencing roadmaps, and ensuring these capabilities are thoughtfully embedded within scalable, system-driven design solutions.

As a senior design leader, take ownership of crafting AI-driven travel and retail experiences that are predictive, adaptive, and human-centered. Leverage emerging AI capabilities to reimagine future-state experiences, guiding teams in designing intelligent interactions that anticipate customer needs, streamline journeys, and unlock new business value

Demonstrate strong design leadership by identifying top talent, fostering a high-performance team culture, and upskilling designers through mentorship, coaching, and exposure to strategic omnichannel design challenges. Shape the team to be future-ready, collaborative, and equipped to deliver innovative, scalable solutions across United’s digital ecosystem

Qualifications

Qualifications

Bachelor's degree in a relevant field preferred (Human-Computer Interaction, User Experience, Design

7+ years of relevant UX expereince - interaction design experience required

5+ years digital interaction design experience required

3+ years supervisory experience required

Experience in human-factors, user experience design, service design or a related design discipline

Proven experience leading and mentoring a cross-functional UX team across multi-channel digital product initiatives, including desktop, mobile web, mobile app, and emerging touchpoints

Expertise in crafting AI-driven, future-state travel and retail experiences, leveraging data and insights to anticipate customer needs and drive intelligent, personalized interactions

Deep understanding of user-centered design, service design, and omnichannel experience principles, with the ability to translate strategy into scalable, human-centered solutions

Demonstrated ability to define and evolve design systems (such as Atmos) that are future-proof, scalable, and aligned with brand standards, ensuring consistency and efficiency across all digital touchpoints

Strong track record of shaping experience roadmaps, optimizing resources and deliverables, and ensuring designs are adaptable to meet evolving business and customer needs

Skilled in strategic research and data-informed decision-making, with expertise in identifying the right type and timing of research across the product lifecycle

Exceptional ability to communicate design vision, articulate rationale, and influence stakeholders, aligning teams around strategy, business goals, and customer outcomes

Demonstrated design leadership, including identifying talent, fostering growth, upskilling team members, and cultivating a culture of feedback through design critiques and continuous improvement

Advanced understanding of visual and interaction design for web and mobile, with the ability to innovate while maintaining clarity, usability, and brand integrity

Experience coordinating, prioritizing, and delivering multiple projects in a fast-paced, high-impact environment, balancing strategy and execution with agility.

Proven success in e-commerce or digital travel/retail experiences, driving measurable impact and innovation across the customer journey

Experience working as a mentor to other interaction designers, developing their skills and potential

Experience presenting and articulating work to team members, peers and clients

Preferred Qualifications

Master's degree

8+ years of visual or interaction design experience preferred

5+ years supervisory experience managing UX team inside an e-commerce space preferred

8+ years of digital product interaction design experience preferred

Demonstrated experience in IOS based digital products

5+ years leadership experience managing a multidisciplinary design team (including strategists, research and interaction designers) inside an preferred e-commerce space

eCommerce experience (B2C)

Airline and travel related experience

3 or more years’ experience in IOS based applications

The base pay range for this role is $140,600.00 to $183,108.00.

The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.