Top 14 User experience director Jobs in Illinois

Director – Customer Automation
United Airlines —Chicago, IL
- $159,790 - $207,998 a year
- Full-time
- Hybrid work
- 3 years
- Bachelor's degree
- Product management
- Paid holidays
- Disability insurance
1d
Product Design Director
Eidra —Chicago, IL
- $160,000 - $240,000 a year
- Hybrid work
- Office
- US work authorization
- Senior level
Director of Knowledge Management
Benesch Law —Chicago, IL
- $195,000 - $270,000 a year
- Full-time
- Hybrid work
- Bachelor's degree
- Mentoring
- Senior level
- Work from home
Quick Apply
Director of Content Strategy
The Mx Group —Oakbrook Terrace, IL
- $130,000 - $150,000 a year
- Email
- Marketing
- Writing skills
- Bachelor's degree
- Health insurance
- Dental insurance
Freelance Art Director
Plan B, Inc. —Chicago, IL
- $52,720.00 - $63,490.76 a year
- Email
- Mid-level
- Office
- In-person
- Health insurance
- 401(k)
UI/UX Director
Zynga —Chicago, IL
- $150,000 - $200,000 a year
- Full-time
- 5 years
- Supervising experience
- Bachelor's degree
- Commuter assistance
- Paid parental leave
Quick Apply
2d
Director, Product Management
Onbe —Buffalo Grove, IL
- $165,690 - $194,250 a year
- Computer Science
- 5 years
- Office
- Health insurance
- Dental insurance
Quick Apply
Experience Design Account and Delivery Director
Perficient, Inc —Chicago, IL
- Full-time
- Senior level
Director of Web Strategy & Design
Nuphoriq —Chicago, IL
- Email
- Hybrid work
- 6 years
- Office
- Senior level
- Profit sharing
- Paid time off
Quick Apply
CRO Director
JumpFly —Hoffman Estates, IL
- $120,000 - $150,000 a year
- Hybrid work
- Azure
- 5 years
- Office
- Health insurance
- Work from home
Quick Apply
Director of Business Development
ArtVersion —Chicago, IL
- Full-time
- Marketing
- 5 years
- Office
- Paid holidays
- Health insurance
ASSOCIATE DIRECTOR, WEB UX DESIGN & OPTIMIZATION
Cresset Capital —Chicago, IL
- $110,000 - $130,000 a year
- 5 years
- Analysis skills
- Senior level
- Health savings account
- Disability insurance
Quick Apply

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Creative Director
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Lead Central’s creative strategy to reach business objectives–connecting data and design to develop creative assets that align with Central’s overarching…
Senior Director, Design
TELUS Digital —Columbus, OH
Translate that vision into tangible practice: how we hire, how we develop talent, how we evaluate quality, and how we talk about design's value in the market.
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user experience director jobs near illinois

Director – Customer Automation

United Airlines -
Chicago, IL

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Job Details

Full-time
$159,790 - $207,998 a year
1 day ago

Benefits

Paid holidays
Disability insurance
Health insurance
Dental insurance
401(k)
Paid time off
Parental leave
Employee assistance program
Vision insurance

Qualifications

AI models
AI chatbots
Vendor relationship building
Telephony
Texting/chatbox tools
Team leadership
Prompt engineering
Design thinking
AI-driven automation
Escalation handling
Generative AI
Data analytics technologies

Full Job Description

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Job Overview and Responsibilities

The Director of Customer Automation Experience will lead the strategy, design, and continuous optimization of the customer-facing, automation portfolio across voice, chat, and messaging. This critical role sits at the intersection of customer experience, operations, and technical execution as well as managing vendor partnerships. They will be the voice of the customer without the automation ecosystem, being customer-obsessed and ensuring every automated touchpoint feels intuitive, human, and effortless while also handling complicated customer issues seamlessly, or when needed, gracefully transitioning the customer to live human support.

Our approach to automation will address real operational challenges - for example, sharp spikes in customer contacts during large-scale irregular operations that can lead to extremely long wait times for customers and significant additional hours for our frontline teams –- while enabling our frontline experts to focus on the complex, high-value moments where their judgment, empathy and problem-solving skills make the greatest difference

Define automation strategy and customer experience roadmap, balancing automation resolution goals with customer experience/satisfaction including the ‘human-in-the-loop’ strategy and experience
Direct the end-to-end design of natural, intuitive, conversation flows for voice bots and digital chat/messaging collaborating with digital technology, UX, operations and QA teams
Establish and monitor performance metrics such as resolution rate, CSAT, escalation rates, using data to identify gaps and drive continuous improvement
Manage relationships and serve as the primary liaison between Customer Support & Advocacy, Operations, Digital Technology, Data Science, and vendor teams to translate and prioritize business needs and continuously evaluate emerging technologies
Govern content quality across all automated interactions, including tone, accuracy, compliance, and brand voice and ensure escalated interactions include full context, transcripts, and intents are passed to the live agent, minimizing customer and live agent effort
Develop and present business cases for new automation investments, including ROI modeling and projected impact on volume and cost
Lead, mentor, and grow a specialized team of conversational designers, product managers, and optimization analyst dedicated to the customer automation ecosystem

Qualifications

What’s needed to succeed (Minimum Qualifications):

Bachelor's degree or related experience
Management Information Systems, Industrial Engineering, Cognitive Science, Linguistics, Informatics, Business Analytics, Customer Insights or a related field requiring a mix of analytical and human-centric problem-solving
8+ years in customer self-service, customer-facing automation, contact centers, customer experience or a related field
3+ years specifically leading conversational channels
3+ years in a leadership role
Demonstrated proficiency in at least one major CCaaS
Credentials proving the ability to manage a digital roadmap or product
Conversational UX and Design Thinking
Deep understanding of telephony & digital routing
Escalating & handoff orchestration Advanced CX Analytics & metric tracking
Familiarity with Generative AI concepts and prompt writing
Exposure to AI platforms such as Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
This role is based in Chicago and follows a hybrid work schedule

What will help you propel from the pack (Preferred Qualifications):

Master's degree or related experience
Master of Science in Information Systems, Information Technology Management, Product Management, or Business/Data Analytics
10+ years in customer self-service, customer-facing automation, contact center, customer experience or a related field
5+ years specifically leading conversational channels
5+ years in a leadership role
Specialized training or vendor certification in conversational AI, Process optimization certification, AI strategy credentials
Generative AI & Guardrail Frameworks
API & backend integration logic
Vendor negotiation & software evaluation
Change management & agent advocacy
Hands-on experience using AI tools in projects, internships, or work environment
Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n
Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them to support research, analysis, content creation, and problem-solving.
Applies critical thinking to validate AI-generated outputs while adhering to organizational policies for responsible AI use, data privacy, and security

The base pay range for this role is $159,790.00 to $207,998.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [email protected]

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Refine Your Search

user experience director jobs in illinois

Director – Customer Automation

Product Design Director

Director of Knowledge Management

Director of Content Strategy

Freelance Art Director

UI/UX Director

Director, Product Management

Experience Design Account and Delivery Director

Director of Web Strategy & Design

CRO Director

Director of Business Development

ASSOCIATE DIRECTOR, WEB UX DESIGN & OPTIMIZATION

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