Director Experience Design (Head Of Consumer Sales)

When you join Verizon

Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect across the globe. We're a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward - and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The Verizon Design team is transforming the experiences for customers and agents across digital, retail, phone, and product touchpoints to showcase Verizon’s innovative products and earn brand love. We are a global team headquartered in Basking Ridge, NJ, with offices in lower Manhattan, Irving Texas, Chennai, Hyderabad, and Bangalore and partner with teams in even more locations. Our work location is flexible and hybrid; assembling in person when it matters on a weekly or monthly basis. We’re seeking the brightest designers, design strategists, researchers, and UX writers to collaborate within product and engineering teams to shape the future of the customer experience.

About this role

As a Director of Design for Consumer Sales, you’ll set the experience standard for how customers discover, buy and get Verizon products; from phones and accessories, to mobile data plans and internet, device protection and more. You’ll be involved in nearly every aspect of the product development process and will be responsible for driving ideas from conception through execution and evaluation. You will work closely with a highly collaborative team of product designers, user researchers, product managers, marketers, technologists, and business leaders to bring ideas to life. You will have ample opportunity to practice and grow your strategic thinking skills as you create and execute on a short term and long term roadmap. Most importantly, you’ll act as a servant leader who can elevate and grow our designers’ skills while also taking our products to the next level. One in three Americans uses Verizon services, so your work will have a meaningful impact at a massive scale.

What you’ll be doing:

• Plan and facilitate iteration and critique to improve solution quality and support user, business and technical requirements.
• Serve as an accomplished design leader to build teams and maintain relationships internally with our partners, and externally with the design community at large.
• Identify activities and communications necessary to deliver digital product strategy ideas to a partner. Build a shared understanding of how the method and tone of communication impacts the project.
• Drive the overall user experience strategy for brand-defining experiences across a range of consumer-facing products and furthering the impact and reach of the design organization within the company.
• Provide design vision and expertise in senior stakeholder meetings, building trusted relationships with product, tech, and business partners
• Be responsible for project success, delivering best-in-class customer experiences, and the growth and morale of your teams.
• Facilitate and inspire creative concepting. Challenge designers to responsibly push the boundaries during concept phases.
• Recommend and facilitate design activities and methods to guide teams and partners through ambiguous project periods. Assess needs of team members and provide resources where possible.
• Contribute to the strategic and operational design decisions for the Customer Experience organization.

Mentorship

• Create 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.
• Help the team see value in the work. Coach team on project dynamics, collaboration, and interpersonal communication.
• Gain an understanding of the goals of individuals on the team. Provide real-time, constructive feedback on project performance and impact on their careers. Represent goals in resource management processes.
• Ramp up new team members, including business context, product positioning and strategy.

Project Management

• Recognize, track, and communicate issues, accomplishments, milestones, to team and partners.
• Maintain and manage appropriate team size and mix of capabilities.
• Monitor and regularly communicate progress to team and partners related to project goals.
• Plan for, coordinate, and facilitate meetings with staff and partners to gather feedback, make decisions, and determine next steps.
• Assess gaps in availability, competency, and time.
• Participate in resource planning with partners to articulate the appropriate project team and duration for your project.

Consulting

• Visibly participate in internal initiatives, including the practice and the learning program. Lead by example.
• Identify partner needs and shape project approaches to match them.
• Participate in the recruiting and hiring process.
• Make partners stronger and provide thought leadership around design-led processes.
• Facilitate teams to define product roadmaps, prioritize new features and enhancements, and recommend feature sets for phased product releases.
• Participate in/facilitate project definition and estimation to shape activities, timeline, and resource plan that align with client objectives and approach.
• Contribute constructive, thoughtful critique real-time and in the performance feedback process. Provide input to role change and performance discussions.
• Design teams
• Be a model and a resource for all employees, proactively engaging with others to make the design organization better.
• Play gatekeeper for the type of work your team takes on.
• Cultivate relationships and shape opportunities for great work.

All designers at Verizon:

• Design with people, for people - Be a design diplomat—build trust in our team and how we work
• Find your voice, then use it - people need to understand what we do, and how we do it
• Interpret and apply the Verizon Design Team Principles daily.
• Celebrate people - You owe it to the people around you to take pride in the work we do together
• Respect the process - Be rigorous, but not rigid, about processes and design practices
• Transform Verizon through design - Use design as a catalyst for cultural change and innovation

What we’re looking for...

What we are looking for:

• 8+ years of relevant design experience leading multi-disciplinary design teams to solve complex digital product design problems.
• Persuasively present design solutions and explain their benefit to the customer and the business
• Shape projects to address business problems and technical possibilities
• Demonstrated ability to lead and mentor to teams who:
  • Digest and translate complex business and technical requirements
  • Plan, gather, and synthesize user needs
  • Create world-class design solutions
• Bachelor’s or Master’s degree in design, related field or equivalent work experience.
• Create world-class design solutions
• Experience working with executive stakeholders to:
  • shape projects to address business problems and technical possibilities
  • set expectations and facilitate alignment on requirements, process timeline, and deliverables
  • persuasively present design solutions and explain their benefit to the customer and the business
• Plan, gather, and synthesize user needs
• Set expectations and facilitate alignment on requirements, process timeline, and deliverables
• Digest and translate complex business and technical requirements

Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives,we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a New York work location, the compensation range for this position is between $213,000 and $396,000 based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. 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.