Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life. Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. If you’re fueled by purpose, and powered by persistence, explore a career with us.

The Verizon Value Organization is Verizon’s portfolio of prepaid brands: Verizon Prepaid, Visible, Total By Verizon, Straight Talk, Tracfone and more – serving millions of customers through multiple channels. Our mission in the Value Organization is to build a better-connected world through accessible, quality wireless for all.

This role is within the Value Digital / Customer Experience team where we create and improve digitally-led experiences for our customers, striving for reliable, simple, exceptional world-class journeys.

About this role:

We are seeking a Principal Experience Designer to lead the Agent Experience design team where we are iteratively designing and developing best in class experiences for our customer service agents. Join us to help set new standards in our category and make our customers shopping interactions a truly reliable, simple and exceptional experience.

As a Principal Experience Designer, you spend your time focused on running projects. You guide your team to make the right decisions for the customer. You cultivate relationships with product, tech, and business partners, and monitor the health of your projects. You can jump in and get your hands dirty. You mentor and support the team and are sensitive to their goals and challenges, knowing when to jump in and when to step away. You are responsible for project success and the quality of our solutions. You set the standards for craftsmanship.

What you’ll be doing…

• Facilitating and inspiring creative concepting. Challenge designers to responsibly push the boundaries during concept phases.

• Planning and facilitating team activities to identify appropriate design problems, solutions, and opportunities within project brief and client context. Recognize when to make a decision and commit to a direction.

• Planning and facilitating iteration and critique to improve solution quality and support user, business, and technical requirements.

• Recommending and facilitating design activities/methods to guide teams and clients through ambiguous project periods. Assess needs of team members and provide resources where possible.

• Identifying activities and communications necessary to deliver digital product strategy ideas to a client. Build a shared understanding of how the method and tone of communication impacts the project.

• Creating transparency into your decision-making process, and recognize valid challenges to your point of view. Externalize choices and behaviors so that the team can understand the rationale.

• Ramping up new team members, including business context, product positioning and strategy.

• Helping the team see value in the work. Coach team on project dynamics, collaboration, and interpersonal communication.

• Planning, coordinating, and facilitating meetings with staff and clients to gather feedback, make decisions, and determine next steps.

• Assessing gaps in availability, competency, and time. Choose to assign, coach, and complete any and all design activities if the team can’t fill.

• Facilitating teams to define product roadmaps, prioritize new features and enhancements, and recommend feature sets for phased product releases.

• Participating in/facilitate project definition and estimation to shape activities, timeline, and resource plan that align with client objectives and approach.

• Identifying partner needs and shape project approaches to match them.

• Play gatekeeper for the type of work your team takes on.

• Contributing constructive, thoughtful critique real-time and in the performance feedback process. Provide input to role change and performance discussions.

• Participating in the recruiting and hiring process.

What we’re looking for…

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Six or more years of relevant work experience.

• Experience in consumer-facing design management.

• Experience in digital design & user centric design overall. 

• Demonstrated leadership of design teams in framing and solving challenging problems on multiple design programs or shipped products with a large user base.

• Proven record of implementation of innovative efforts to improve experience from concept to execution.

Even better if you have one or more of the following:

• A degree in design or related field of study.

• A portfolio of UX design work.

• Ability to digest and translate complex technical requirements into intuitive experiences.

• Experience defining and driving the vision of experience programs and/or partnership based programs.

• Portfolio examples of enterprise applications.

• Comfort with design tools like Figma and Adobe Creative Cloud. 

• Experience with agile methodology and tools.

• Comfort with Asana and Google Suite.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.