GetYourGuide seeks a Senior UX Manager to lead customer experience for payments, checkout, and post-booking services in Zürich, CH. The role involves managing a design team and driving improvements in conversion, reliability, and support efficiency, with a hybrid work model.
The Senior UX Manager role focuses on enhancing the customer journey from booking to experience, particularly in payments, checkout, and post-booking support. The position leads a team dedicated to transactional and on-trip services, ensuring seamless, secure, and supported experiences that meet business and regulatory standards.
Responsibilities
- Lead and manage a team of 3 designers, 2 content designers, and 1 researcher focused on Transactions and On-Trip experiences.
- Drive measurable improvements in conversion rates, payment reliability, post-booking NPS, and customer support efficiency.
- Build strong partnerships with product management, engineering, research, risk, compliance, data analytics, and support operations.
- Guide the team in addressing technical challenges in payments, fraud prevention, and regulatory compliance while maintaining usability.
- Lead structured problem-solving for complex service issues such as redemption problems, quick refund resolution, and cross-timezone support coordination.
- Promote data-driven design and rapid experimentation across all payment and support touchpoints.
- Coach team members to improve delivery quality and personal growth, ensuring high-standard work is shipped quickly and at scale.
- Maintain operational excellence and compliance, proactively identifying UX risks affecting financial transactions or support.
- Lead critical design reviews, balancing trade-offs between security, legal requirements, customer needs, and time-to-market.
Requirements
- 8+ years of experience leading and managing a team of at least 4-6 designers for consumer products.
- 4+ years as a design manager overseeing at least two complex, ambiguous verticals with measurable impact.
- Experience in fast-paced environments, resolving ambiguity using structured design thinking and frameworks, and taking projects from concept to launch.
- Prior experience as a senior designer on B2C product experiences.
- Experience with test- and algorithm-driven products, and deep knowledge of experimentation-based design processes.
- Strong design skills with the ability to quickly generate and develop design concepts.
- Excellent communication skills to clearly present and defend design decisions, especially when balancing complex product and policy requirements.
- Ability to take on product management responsibilities by shaping product strategy and aligning ideal outcomes with practical execution paths.
- Entrepreneurial mindset to navigate uncertainty and create clarity that connects user needs, technology, and business goals into a clear roadmap.
- Proven ability to communicate effectively with stakeholders at all levels, including senior leadership.
Nice to have
- Experience with GenAi-driven products.
- Background in Fintech, marketplace, or support domains.
- Experience scaling design teams in mid-to-late stage startups.
What the company offers
- Annual personal growth budget and mentorship programs for continuous learning and development.
- Option to work from anywhere in the world for 30 days per year.
- Hybrid work model with three in-office days (Monday, Tuesday, Thursday) and two optional remote focus days.
- Opportunities to connect with team members through quarterly team events and annual company-wide gatherings.
- Monthly budget for transportation and fitness activities.
- Discounts for you, your friends, and family on GetYourGuide activities.
- Language reimbursement program.
- Health and wellness benefits.
About the company
GetYourGuide connects travelers with unforgettable experiences worldwide and is dedicated to making every journey extraordinary. The company fosters a global community of explorers and supports personal growth through its diverse, international team.
- Commitment to creating extraordinary travel experiences for users worldwide.
- Supportive environment that encourages exploration and personal development.
- Global team culture that values diverse perspectives and collaboration.
How to apply
Documents to submit:
Application language: English
Quelle: öffentlich zugängliche Karriereseite des Arbeitgebers. Batchly ist nicht der Arbeitgeber und steht nicht notwendigerweise in einem Vertragsverhältnis mit dem Unternehmen.