Senior Manager Web Customer Experience Design

Sr. Manager, Web Customer Experience Design

HOW YOU’LL MAKE AN IMPACT

As a strategic and hands-on Web Customer Experience Designer, you’ll have the opportunity to make a meaningful impact by helping advance the goals of USGBC and GBCI as part of the Marketing Creative Services Center of Excellence (COE) team. In this role, you’ll be a change management agent developing and leading customer experience design best practices across USGBC/GBCI online platforms. You’ll be developing best-in-class journeys, user flows, and UX/UI designs on our various online platforms, aligning stakeholders to ensure cohesive journeys across web platforms, and working with technology teams to implement impactful, conversion-focused customer experiences. This role owns the vision, experience, and continuous improvement of our online customer journey—ensuring experiences are intuitive, scalable, data-driven, continuously optimized, and aligned with our mission and strategic goals. You’ll report to the Director of Creative Services Center of Excellence within the Marketing team and be part of a collaborative, cross-functional global team environment where your contributions will help shape impactful outcomes. You’ll work closely with teams like IT, Product, Events & Education, Market Development, Membership, and Operations, and more to re-imagine the customer journey and user experience across our corporate usgbc.org and gbci.org websites, various sub-brand sites, and a host of digital engagement tools, including Cvent, Eventbrite, SurveyVista, Salesforce & Pardot pages/microsites, our future LMS, and more.

Key Responsibilities

Digital Experience Leadership

• Lead web customer experience journey across the enterprise as part of the Center of Excellence; bring the journey to life across various platforms, including streamlining multiple sub-brand sites & tools into a comprehensive corporate web presence, with cohesive event sites, educational platforms, etc.
• Establish standards, frameworks, and best practices in a multi-platform environment, including experience principles, user journeys, UX/UI roadmaps, information architecture, accessibility, performance & measurement, SEO/SEM, etc.
• Serve as an advisor to the organization on web customer experience, UX/UI best practices, trends, and innovation

Stakeholder & Center of Excellence Partnership

• Serve as a guide for the end-to-end digital customer experience, providing strategic UX/UI direction and governance across teams by partnering with product, events, education, market development, IT, and business teams to craft industry-leading UX/UI design goals, align UX/UI priorities, and guide teams toward implementing best-in-class digital customer experiences

UX/UI Design, Experience & Optimization

• Actively shape the customer experience and UX/UI design across all corporate and affiliated websites and digital platforms
• Define, create, and evolve design systems, component libraries, experience patterns, and visual standards
• Create and iterate on wireframes, prototypes, and high-fidelity web designs for priority initiatives
• Plan, conduct, and synthesize user research, usability testing, journey mapping, and experience validation
• Ensure digital platform experiences are user-centered, accessible, brand-aligned, and conversion-focused, including navigation, information architecture, and page-level UX
• Establish and enforce content and design standards to ensure high-quality, on-brand user experiences
• Define and manage UX and analytics frameworks and KPIs to measure & optimize website performance and user behavior to improve usability, engagement, and outcomes
• Leverage AI tools to advance UX/UI outcomes and enable continuous improvement in online customer experience
• Champion a culture of continuous improvement driven by analytics and user insights

Assessment Notice: Candidates who advance in the interview process will be required to complete an assessment.

REQUIRED QUALIFICATIONS

• Experience 7+ years of experience in web management, UX/UI, or digital experience leadership roles
• Experience leading or supporting enterprise or corporate website strategies and redesigns
• Deep understanding of/and ability to create web pages and sites aligned to UX/UI best practice principles, prototypes and wireframes, conducting usability tests, applying accessibility standards, and implementing best-in-class web & mobile UX/UI design standards
• Experience operating within a Center of Excellence or shared services model
• Experience developing and managing UX/UI design principles across multi-site or multi-brand web ecosystems and various digital tools

What Success Looks Like

• Digital experiences are customer-first: cohesive, intuitive, multi-platform, and aligned with enterprise & brand standards
• UX/UI best practices are clearly defined, adopted, and championed across teams
• Digital experiences continuously improve through data-driven insights
• USGBC & GBCI teams view this role as the trusted authority for digital platform and UX/UI design guidance

Education

• Bachelor’s degree in UX/UI Design, Web Design, Digital Media, Human-Computer Interaction, or related field (or equivalent experience)

Technology/System(s)

• Experience in applying UX/UI best practices & mobile-first and responsive design principles. Bonus if experience is in a Drupal environment
• Understanding of HTML and CSS, with the ability to guide front-end builds
• Solid understanding of accessibility (WCAG), SEO/SEM best practices, and web performance optimization
• Experience with AI & creative automation tools and various UX/UI design & prototyping tools, including Figma, Replit, and others
• Experience with analytics tools and data-driven UX/UI optimization, including GA4 and Salesforce reporting
• Experience guiding & developing responsive event platforms layout and design, including Cvent and EventBrite

Skills

• Deep functional excellence in UX/UI best practices and design principles
• Ability to influence without direct authority, guiding teams toward best-in-class digital experiences
• Strong stakeholder management and communication skills
• Continuous improvement mindset, and the ability to hurdle obstacles with speed and grace
• Strong fluency in a variety of digital platforms, and the ability to figure out new ones quickly

Language: English

ABOUT OUR TOTAL REWARDS PACKAGES

Salary Final compensation and benefits will be confirmed at the time of offer and may vary based on factors such as internal equity, relevant experience, qualifications, and employment status. Please note that salary negotiations will not extend beyond the top of the internal salary range.

Benefits We offer you:

• Competitive compensation
• 401(k) with employer matching
• Professional development reimbursement
• We offer a healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs. USGBC covers 100% of the premiums and an HRA that will assist you and your dependents in reaching the in-network medical deductible. You will only be responsible for the $300 individual / $600 family up front deductible for medical services before the employer-funded HRA will process payments for your in-network claims
• Generous paid time off (12 paid holidays, 9 paid personal sick days, and based on career level, either 2 to 3 weeks PTO), including operations closed for a full week between Christmas and New Year’s
• 6 weeks paid renewal leave after 7 years of continuous service

LOGISTICS

Location: This position is remote in the United States.

Work Schedule: Monday – Friday, 9 AM to 5:30 PM in the applicant’s time zone, with flexibility to join weekly meetings in the mornings on Eastern time zone.

Travel %: 0%-25%

EEO STATEMENT

The U.S. Green Building Council is an Equal Opportunity Employer. We celebrate diversity and are committed to an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, sexual orientation, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law.

ABOUT US

U.S. Green Building Council (USGBC) is a mission-driven nonprofit dedicated to accelerating and scaling the transformation of the built environment. Through LEED—the world’s most widely used green building rating system— and initiatives like Greenbuild, the Center for Green Schools and advocacy, USGBC empowers professionals to drive market transformation that advances human and environmental health, climate resilience, and equity. Green Business Certification Inc. (GBCI) is the world’s leading sustainability and health certification and credentialing body, independently recognizing excellence in performance. GBCI administers project certifications and professional credentials and certificates including LEED, PEER, PERFORM, SITES, and TRUE Zero Waste. We are proud to be globally recognized for our leadership in green building, environmental performance, and sustainable development.

Key skills/competency

• Web Customer Experience Design
• UX/UI Best Practices
• Digital Experience Leadership
• Stakeholder Management
• Center of Excellence Operations
• User Research and Testing
• Design Systems and Standards
• Analytics and Optimization
• Accessibility and SEO
• AI Tools in UX/UI