MBTA · 1 day ago
Director, UX Research and Design
Boston, MA
Full-time
Onsite
Director/Executive
7+ years expMBTA is a transit agency focused on providing safe, reliable, and accessible transportation. The Director of UX Research and Design will establish strategic direction for UX capabilities, manage team resources, and lead initiatives that align with MBTA's mission to enhance the user experience for riders and staff. This role involves overseeing UX standards, mentoring staff, and building relationships to ensure successful program outcomes.
AutomotiveLogisticsPublic TransportationTransportationTravel
No H1B
Responsibilities
Establish and execute the strategic direction of UX Research and Design within the assigned program, defining how design capabilities advance program outcomes and support MBTA riders and front-line, operations, or maintenance staff
Define and implement UX standards, principles, and quality frameworks that guide cross-functional teams in delivering value
Establish UX Principles & Design Standards and ensure adoption
Lead the integration of modern UX best practices, service design methodologies, usability heuristics, accessibility standards (WCAG), and human-computer interaction principles
Define the scope and approach for complex, strategic design initiatives
Lead collaboration with other design leaders to ensure consistency across TID
Lead and develop research and design staff (including contracted staff) on those teams, including organizational planning, performance management, position descriptions, hiring, and professional growth as applicable
Determine staffing strategy and resource allocation to meet program outcomes
Allocate UX resources across initiative based on strategic priorities
Hire and onboard new design team members
Administer performance review processes
Mentor and coach staff on encouraging and maintaining healthy team dynamics
Investigate performance concerns and implement corrective actions
Build strategic relationships within the department, with stakeholders across the MBTA, and in the industry to ensure that our work is aligned with the agency’s mission and to influence best practices beyond TID
Define and own strategic plans for UX capabilities, including establishing and monitoring metrics, setting roadmap direction, and ensuring execution
Define Program Outcomes in partnership with Senior Directors and Program leadership
Lead designers and cross-functional teams in achieving outcomes and goals
Identify and address unrealistic or non-user-focused goals, escalating risks and proposing solutions
Guide strategic thinking across the organization towards user-centered program outcomes
Provide strategic direction on major procurements; manage vendors and hold them accountable to outcomes
Lead the execution of capital projects that advance areas of operational responsibility by working closely with program managers and administrative staff
Monitor capital financial reports, including by conducting basic financial forecasting
Occasionally manage small capital rollouts directly
Observe operations of product teams and attend team rituals
Identify and make plans to address team-level challenges and process issues
Facilitate better communication and coordination among design and engineering teams
Facilitate better coordination on cross-team UX initiatives
Identify the right mode of operations (alignment, delivery, etc.) for UX based on phase of work
Represent UX Research and Design in strategic discussions, responding to inquiries and information requests in a professional and timely manner
Escalate all risks in a clear and timely manner; determine and implement solutions to address risks
Communicate strategic recommendations regarding organizational or operational challenges affecting outcomes at the program level
Define and articulate standards for how technology is developed and used to serve the public effectively, influencing practices across programs and departments
Practice and uphold TID’s working agreements, which are essential to the department’s success
Perform all other duties and projects that may be assigned
Qualification
Required
Bachelor's degree from an accredited institution in software design or a related field
Seven (7) years of UX experience in agile software design working in a cross-functional design-led software development team
Five (5) years of leadership, managerial, and/or supervisory experience leading multidisciplinary UX teams
Expertise across UX disciplines and methods
Experience working on cross-functional teams, including program, product, and engineering in multiple settings
Demonstrated ability to assess when to follow or deviate from UX standards based on broader organizational and user needs
Demonstrated knowledge and experience applying UX best practices, service design, usability heuristics, accessibility standards (WCAG), and human-computer interaction
Ability to provide understanding and examples of how individual design decisions fit into the larger ecosystem of the product, business, and user journey
Effective organizational, analytical, confidentiality, multi-tasking and time management skills
Previous experience designing workflows and procedures
Preferred
Experience in public sector, transportation agency, and/or civic technology team
Benefits
Accrued paid sick leave
Monthly transportation pass
Company
MBTA
The Massachusetts Bay Transportation Authority, often referred to as the MBTA or simply The T, is the public operator of most bus, subway, commuter rail and ferry systems in the greater Boston, Massachusetts, area.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Barbara Bates
Deputy CFO Capital
Mary Ann O'Hara, CPA
Chief Financial Officer
Recent News
Boston Herald
2026-01-03
2025-12-30
Boston Herald
2025-12-02
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