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. About Verizon & Verizon Value

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 Customer Success team where we create and improve experiences for our agents, striving for reliable, simple, exceptional world-class journeys.

About this role

We are seeking a Lead Experience Designer to join our team where we are iteratively designing and developing best in class experiences for our agents. Join us to help set new standards in our category and make the agent experience a truly reliable, simple and exceptional experience.

As a Lead Experience Designer, you will lead cross-disciplinary teams on complex design programs to deliver great onboarding experiences. The Lead Experience Designer defines and aligns teams around a design vision and is accountable for solutions and quality across the whole agent experience.

What you’ll be doing…

• Generating multiple credible design solutions.

• Planning and facilitating team activities to identify appropriate design problems and opportunities within a project brief.

• Facilitating creative concepting.

• Facilitating divergent and convergent group work.

• Judging solution quality and context appropriateness and make recommendations for improvement.

• Providing directional input to the team.

• Leading a cross-disciplinary team in problem solving through facilitation of design activities combined with hands on work while planning overall approach in partnership with leaders.

• Understanding the broader user's journey with a product, and define and create content that is accessible, understandable, actionable, and engaging across touchpoints to shape experiences that transform customers into advocates.

• Playing a role in evolving the design system by facilitating discussions around proposed updates and tradeoffs and participating in feedback opportunities.

• Establishing best practices in shared tools and software for design.

• Guiding exploration, refinement, and documentation to be comprehensive and thorough.

• Communicating proposed solutions to stakeholders in business terms.

What we’re looking for…

You’ll need to have:

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

• Four or more years of relevant work experience.

• Expertise in standard UX software such as Figma, Balsamiq, Framer, Google suite, Adobe suite (Adobe XD, InDesign, Illustrator, Photoshop, Acrobat Pro, Premiere Pro, After Effects), Microsoft PowerPoint/Google Slides/presentation design/editing, Canva/AI design tools

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

• Experience in designing complex solutions for digital environments, Customer support systems or onboarding journeys.

• Basic HTML5, CSS3, and JavaScript skills.

• Understanding of Customer support systems, Interact, Oracle platforms (ADF),  or similar systems.

• Ability to work with clients to understand detailed requirements and design complete user experiences that meet client needs and vision.

• Experience using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design.

• A solid grasp of user-centered design (UCD), planning and conducting user research, user testing, A/B testing, rapid prototyping, heuristic analysis, usability and accessibility concerns.

• Iterate designs and solutions efficiently and intelligently.

• Ability to work effectively in a team setting including synthesizing abstract ideas into concrete design implications.

• Collaborating and communicating closely with teams and other stakeholders via a distributed model, to regularly deliver design solutions for approval.

• Non-software skills (photography, video recording/editing, stock asset searching, vector illustration, writing, editing and proofreading, storyboards)

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.