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Itential is the leading platform for automation and orchestration within network and infrastructure domains, trusted by the world's largest carriers, financial institutions, and enterprises. The company seeks a Senior UX Designer to join the Product Operations team as a strategic partner to leadership, shaping UX strategy and bringing business and industry context to design decisions.
This is a UX research and design leadership role focused on strategic impact rather than visual design. You will lead UX research and design strategy across complex, ambiguous problem spaces, partnering with Product Managers and senior stakeholders to shape the user experience of Itential's platform. Key responsibilities include:
• Lead the design and implementation of UX solutions for highly complex problems with long-term impact on product strategy and architecture—creating new design patterns, overhauling existing UX, or deprecating outdated interfaces while balancing user needs, technical constraints, and business goals
• Lead UX research initiatives within your product space, mentor researchers in advanced methodologies, and integrate user insights into strategic design decisions
• Partner with Product Managers from the business requirements and user journey stage, bringing questions and perspective before designs are drawn
• Lead the mapping of user journeys spanning multiple product areas or the full ecosystem, surfacing touchpoints, handoffs, and friction points to inform roadmap prioritization
• Justify design decisions using competitive analysis, design-principle analysis, and triangulated input from business, product, customer success, and engineering stakeholders
• Shape product strategy and roadmaps through deep understanding of users and market trends, directly influencing user satisfaction and business outcomes
• Communicate the strategic value of UX research and design to senior stakeholders, facilitate cross-functional workshops, and represent design in high-level product strategy discussions
• Deliver UX artifacts—from research insights to interaction designs and prototypes—that set the standard for design excellence
• Mentor junior and mid-level designers and contribute thought leadership to the broader UX community
• Identify and solve intrinsically challenging UX problems, such as major usability bottlenecks or undefined opportunities with high potential impact
• Play an active role in recruiting UX talent and participate in the hiring process
The role requires expertise in B2B SaaS product domain, the ability to navigate complex challenges affecting entire product lines, and strong leadership skills to guide the UX research team's initiatives.
Requirements:
• Bachelor's or Master's degree in Psychology, Human-Computer Interaction, Design, or a related field
• 7+ years of experience in UX design or similar role, with demonstrated progression in leadership responsibilities and strategic impact
• Demonstrated, genuine UX research and data-driven approach to design—not a visual/UI-first approach—with curiosity and self-starter drive to work independently
• Portfolio demonstrating how you've scoped ambiguous, high-complexity problems and navigated real trade-offs across competing considerations, with measurable outcomes
• Strong command of WCAG standards and track record designing for accessibility compliance
• Advanced proficiency with design and prototyping tools (Figma, Adobe Creative Suite), collaboration and handoff tools (Jira, Confluence, Storybook), research and testing tools (UserTesting, Maze), and product analytics platforms (Pendo, Heap, Amplitude, Hotjar); basic HTML/CSS knowledge preferred
• Deep expertise in product domain and industry trends, with proven experience managing high-complexity projects in ambiguous environments; experience in B2B enterprise software, DevOps tooling, or network engineering highly preferred
• Advanced experience leading complex user research and usability testing initiatives, including mentoring team members in research methods and analysis
• Ability to clearly articulate and defend design decisions using competitive/heuristic analysis, cross-functional stakeholder input, and data
• Exceptional ability to communicate strategic value of UX research to senior stakeholders and facilitate cross-functional workshops and design sprints
• Demonstrated ability to influence product strategy and roadmap, mentor designers at various levels, and contribute to UX community through thought leadership
• Advanced understanding of technical specifications with ability to collaborate with engineering on innovative solutions and influence architectural decisions
