Location: Flexible (Remote/Hybrid options available)

Department: Product

Reports to: Product Director

Direct Reports: 2 UX Designers

Pragmatic Solutions is seeking an experienced, visionary, and hands-on Head of User Experience (UX) to elevate the usability and accessibility of our platform. As a key leader in our Product organization, you will be responsible for defining and driving UX strategy and execution, with a core focus on simplifying complex user journeys throughout our back office, improving product intuitiveness, and aligning UX decisions with both customer and business needs.

This is a critical leadership role that combines deep UX knowledge, strong user research practices, and people management to ensure our platform is not only powerful but also a pleasure to use—without requiring domain expertise to navigate.

Key Responsibilities

Platform Usability & Experience Leadership:

• Lead the vision and execution of UX strategy across the Pragmatic Solutions platform, ensuring the interface is intuitive, efficient, and delightful for both technical and non-technical users.

• Apply UX principles and proven frameworks (e.g., Nielsen’s heuristics, Jobs-to-be-Done, usability testing) to enhance platform navigation, information architecture, and task completion flows.

• Take an objective view of the current product experience, conducting comprehensive audits to identify friction points and opportunities for UX improvement.

Customer-Centric Collaboration:

• Engage directly with operator clients to understand their workflows, challenges, and expectations from a UX perspective.

• Facilitate co-creation workshops and usability interviews with customers to define and validate UX principles that support scalable platform adoption.

Leadership & Team Management:

• Manage, mentor, and develop the in-house UX design team (currently two experienced designers), fostering a culture of continuous learning, experimentation, and excellence.

• Define clear goals and performance metrics for UX team members aligned to product and customer outcomes.

Cross-Functional Partnership:

• Work closely with Product Managers, Engineers, and Customer Success to translate business objectives and customer needs into scalable UX solutions.

• Champion UX within the organization, educating peers and stakeholders on UX principles and advocating for user-first thinking in all product decisions.

Ideal Candidate Profile

Required Skills and Experience:

• Proven track record of leading UX strategy and delivering successful user-centric designs for complex systems.

• Strong experience in usability testing, research synthesis, wireframing, prototyping, and using data to inform decisions.

• Experience managing and coaching design teams.

• Excellent communication and stakeholder management skills, with the ability to influence and advocate for UX at all levels of the organization.

Desirable:

• Background in enterprise-grade or B2B platforms.

• Exposure to or experience with platforms in highly regulated sectors (e.g., gaming, finance, health).

• Familiarity with design systems and UX maturity frameworks (e.g., UX-CMMI).