Director, Product Experience

Lead the end-to-end experience of a unified, AI-enabled catastrophe risk modeling platform and ecosystem for the insurance and reinsurance industry, across UI, APIs, and AI interactions, and lead the team that designs it.

Position Overview

We are seeking a Director, Product Experience to define how customers experience and derive value from our evolving SaaS platform. Our users are insurance and reinsurance professionals working in complex, data-intensive workflows. The role elevates UX beyond screen design into the full customer journey across graphical interfaces, APIs, conversational experiences, AI assistants, and agents and full platform coherence.

You will lead the UX and Product Design team and partner with Product Management and Engineering early in product definition. The successful candidate will combine customer-centered design leadership with systems thinking and practical experience shaping modern SaaS and AI-enabled product experiences

Why This Role Matters

Our product experience is evolving from separate, primarily application-level workflows toward an integrated SaaS ecosystem supporting graphical, programmatic, conversational, AI-assisted, and agentic interactions. This leader will help ensure the transformation is organized around coherent customer journeys and outcomes, regardless of the interface or capability through which value is delivered.

Define the vision, principles, and standards for the end-to-end experience of a unified SaaS product.

Lead, manage, and develop the UX and Product Design team, including UX engineers, with a focus on coaching and professional growth. Oversee design quality, accessibility, research, design-system governance, capability building, and capacity planning.

Own end-to-end customer journeys across workflows, graphical interfaces, APIs, and AI interactions, with a view broader than any single screen or feature.

Determine how interaction modes should work together and when experiences should be graphical, programmatic, conversational, AI-assisted, autonomous, or a combination.

Ensure existing and acquired capabilities come together as coherent customer experiences rather than separate product or technology features.

Use customer research, journey mapping, prototyping, and validation to identify friction and inform major product decisions. Establish experience metrics and measurement frameworks that connect usability, customer satisfaction, adoption, task effectiveness, and workflow efficiency to product and business outcomes.

Define human-AI experience principles covering assistance, autonomy, transparency, trust, customer control, explainability, and handoffs.

Anticipate how AI will reshape customer workflows and the division of work between people and software.

Partner strategically with Product Management and Engineering, connecting customer outcomes, experience strategy, and technical feasibility.

10+ years of experience in Product Experience, UX, Product Design, Service Design, or a related discipline, including 5+ years leading design or product experience teams.

Experience defining end-to-end journeys across complex products, platforms, or ecosystems, with a perspective broader than individual screens and features.

Demonstrated experience integrating multiple products, capabilities, or workflows into a coherent customer experience.

Demonstrated, hands-on experience shaping AI-enabled product experiences, such as AI assistants, copilots, or agentic features.

Working knowledge of conversational interfaces, AI-assisted workflows, APIs, and emerging agentic interaction models, including MCP-enabled capabilities, applied to product experience decisions.

Expertise in customer research, experience strategy, journey mapping, interaction design, prototyping, usability, accessibility, and design systems.

Experience evolving team capabilities for new product and technology environments.

Ability to partner effectively with senior Product Management, Engineering, and Architecture leaders.

Strong systems thinking, communication, influence, and storytelling skills.