Senior Director, User Experience, Research & Customer Experience (Remote, US)
Reonomy
Compensation Range:
$175,000 - $215,000
Compensation Disclaimer:
The salary range listed reflects the base pay for this role at Altus Group and is provided where required by local regulations. Actual offers may differ based on experience, market conditions, and other relevant factors. The range does not include additional compensation such as bonuses, equity, benefits, or other incentives.
Job Summary:
The Senior Director, User Experience, Research & Customer Experience will define and lead the enterprise vision, strategy, and execution of UX design, user research, and end-to-end customer experience across the full product portfolio and client lifecycle. This role champions human-centered design and customer-centricity by building and scaling a high-performing function that delivers measurable improvements in product usability, client satisfaction, and business outcomes.
Partnering closely with Product, Engineering, Customer Success, and Commercial leadership, this leader ensures design, research, and CX principles are embedded throughout the product lifecycle—from discovery through delivery—while fostering a culture of empathy, experimentation, and data-informed decision-making.
Key Responsibilities:
UX & CX Vision and Strategy
Define and execute the enterprise UX and CX vision aligned to company strategy and product roadmaps
Establish scalable design systems and standards to ensure consistent, high-quality experiences across products
Serve as an executive advocate for the customer in product and investment decisions
Translate research insights into strategic recommendations that inform product and business direction
User Research
Build and lead a rigorous, mixed-methods research practice supporting the full product lifecycle
Establish research standards, governance, and quality frameworks
Conduct competitive UX/CX analysis to identify differentiation opportunities
Integrate qualitative insights with quantitative analytics to inform decision-making
Customer Experience
Own the end-to-end customer journey from onboarding through renewal and advocacy
Define and monitor CX metrics (NPS, CSAT, CES, churn) and drive cross-functional improvements
Lead a Voice of the Customer (VoC) program to capture and operationalize feedback
Improve onboarding and adoption experiences to accelerate client value realization
Experience Design & Delivery
Oversee UX design delivery across all products (IA, interaction design, visual design, prototyping)
Establish UX quality standards and accessibility requirements
Partner with Product and Engineering to influence roadmap planning and prioritization
Track and manage design debt as part of the broader product strategy
Stakeholder Engagement & Team Leadership
Communicate UX, research, and CX strategy to executive leadership and clients
Represent the function in client engagements, advisory boards, and workshops
Build, lead, and develop a high-performing team of designers, researchers, and CX specialists
Manage budget planning and align team capacity with business priorities
Key Qualifications:
12+ years of progressive experience in UX, user research, and/or customer experience, including 4+ years in senior leadership managing multi-disciplinary teams
Demonstrated success building and scaling UX, research, or CX functions in complex, multi-product software environments
Expertise in human-centered design, mixed-methods research, and end-to-end CX strategy
Strong experience operationalizing Voice of the Customer programs and CX measurement frameworks (NPS, CSAT, CES)
Proven ability to influence product strategy and business outcomes through research and design excellence
Experience presenting strategy and insights to executive leadership and external clients
Advanced knowledge of accessibility standards, Agile product development, and cross-functional collaboration
Experience in enterprise SaaS environments strongly preferred; commercial real estate or fintech experience is a plus
Advanced degree in HCI, Design, Cognitive Psychology, Business, or related field (or equivalent professional experience)
Unlock your Altus Experience!
If you’re looking to advance your career in in an industry that is transitioning for greatness, there’s no better place than Altus Group.
Our high trust, high performance culture prioritizes progressive programs that empower you to deliver your greatest performance while promoting collective success where everyone is recognized and connected.
We offer boundless opportunities in a rapidly growing global business: mentorship from the best and brightest in CRE, access to our Altus Intelligence Academy, and the chance to work with the best data sets, tools and technology in the industry.
What Altus Group offers:
Rewarding performance: competitive compensation, incentive and bonus plans, and a total rewards package prioritizing mental, physical, and financial well-being.
Growth and development: we invest in your professional learning. Our Altus Intelligence Academy offers over 150,000 hours of learning content.
Flexible work model: our Activity-Based Work model provides flexibility to align your work location to the needs of the work — use the office for collaboration and remote work for focused tasks.
Inclusivity & Accessibility
Altus Group is committed to fostering an inclusive work environment where all clients and employees feel welcomed, accepted and valued. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Applicants with disabilities may contact Altus Group to request and arrange for accommodations. If you need accommodation, please contact us at [email protected] or +1 888 692 7487.
Use of Artificial Intelligence
AI tools may be used to support the initial stages of screening for this role; however, all assessments and final hiring decisions are reviewed and made by an Altus Group hiring professional.
Background Checks
Please note that as part of our commitment to maintaining a safe and secure workplace, Altus Group may conduct background checks on candidates who receive a conditional offer of employment. These checks may include, but are not limited to, verification of employment history, education credentials, criminal records, credit history (where relevant), and reference checks. The scope and nature of background checks may vary depending on the role, location, and applicable laws. All background checks will be conducted in compliance with local laws and regulations, and candidates will be informed of any checks required as part of the recruitment process.
Other Notes / Application Process
We appreciate all applicants; however, only those selected to move forward will be contacted. Thank you for your interest in Altus Group.