Vice President, Mobile Platforms and UX

HomeServe USA, a 2019 certified Great Place to Work, provides emergency repair plans which are like roadside assistance for your home. Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home. Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain. Come see why you should work for HomeServe USA!

Position Overview:

The VP, Mobile Platforms and UX will play an important role in developing the multi-year experience roadmap for customer-facing features and functionality for the HomeServe mobile ecosystem (includes both mobile and supporting web applications). This will involve exploring customer journeys, personas, identifying pain points, defining objectives and tracking success. This person will use customer research and user testing to envisage, implement and launch enhancements to all touchpoints along our mobile-first customer journey. This person will help define the product strategy, develop the product road map, identify product requirements, collaborate with product development on implementation, and work collaboratively to take the product to market.

Responsibilities:

• Lead development of features and functionality for HomeServe’s mobile ecosystem, including the identification of business opportunities, requirements definition, gaining support and buy in from executive leadership, and then following on with project implementation and continuous improvements across the HomeServe app ecosystem
• Lead all aspects of design strategy and interactive design – designing and executing on exploratory, foundational, concept validation and usability studies to develop a deep understanding of our consumer personas, including life-stage, segment and role, and their expectations our products and our digital channels, as well as building UX/UI as part of a product development process.
• Work with Marketing, Sales, Account Management, Technology and the business at large to design/define a user experience that enables HomeServe App customers and prospects to seamlessly and easily engage and delivers the best customer service from product discovery through delivery.
• Drive organizational change, influencing PMs, architects, engineers, and designers with customer-first best practices, while defining respective business processes
• Use data and insights to identify priorities and align business leaders and stakeholders
• Accountable for the design/experience business impact of the products designed, using analysis to measure results of feature deployments to quantify the business benefit/impact, and identify further business opportunities or recommendations of product evolution
• Manage outside vendors and partners to ensure their work is delivered on time and on scope
• Influence at an enterprise level and successfully manage several large complex projects and teams simultaneously.
• Interactive models and prototypes of new product concepts, UI design, personas, client and user journey maps.
• Develop, own, and report on KPI’s related to consumer experience and strategic initiatives
• Work in an Agile environment

• Bachelor’s degree or equivalent experience
• 5+ years of prior supervisory experience
• 10+ years of progressive experience demonstrating passion for the consumer experience. Well-rounded background with experience in or exposure to Customer Experience, Project Management, Product Development, and/or UI/UX
• Extensive experience creating design teams, visions and organizations within companies resulting in significant demonstrated business return
• Demonstrated ability to influence at an enterprise level and successfully manage several large complex projects and teams simultaneously
• Must be able to clearly communicate, sell, persuade at all levels of management, up, down and across organizationTrack record of being a customer advocate that can translate customer behavior, needs and wants into thoughtful strategy and design
• Passionate about building great user experiences and solving customer and business problems
• Ability to synthesize complex, interdependent, and sometimes competing needs
• Proven understanding of responsive web & mobile application design and wireframe development
• Usability and customer-focused design experience required
• Financial Services or Membership Programs experience preferred
• Ad-hoc responsibilities as assigned
• Travel up to 10% as needed

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match

HomeServe USA is an equal opportunity employer.