Lead Experience Designer, Cx Design Strategic

3 weeks ago

New York, United States Verizon Full time

**When you join Verizon**:
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. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

**What you’ll be doing**

As part of Verizon’s Experience Design team, you’ll have the chance to impact one of the largest consumer presences in America, supporting millions of daily customer interactions across an omnichannel ecosystem and a growing consumer product portfolio. With global offices and hybrid work environments, the team is assembling the brightest designers, design strategists, and product managers to collaborate with cross-disciplinary teams, shaping the future of the customer experience.

Strategic Initiatives is part of the Product Design Team and is tasked with envisioning and concepting new or reimagined ways to impact the customer experience. Work can range from internal initiatives that empower Verizon teams to be more customer-centric; to consumer-facing product experiences that deliver exponential value to customers.

As a Lead Experience Designer in Strategic Initiatives, you will envision, create, and maintain end-to-end customer activities for various consumer-facing products and services. Additionally, you will provide direction to the team to brainstorm new ideas and solutions, sharing guidance and real-time feedback when appropriate. Lead Experience Designers have strong storytelling skills, and the ability to develop a clear point of view as a thought leader within the Design organization. As an experienced professional, you will mentor junior designers in areas of expertise, helping them make connections between core disciplines. Working with partners in product, technology, and business, you will facilitate a wide range of complex design programs or products.

Your day-to-day responsibilities may include:

- Actively exploring user context, and engaging in target user activities when possible.
- Participating in insight-gathering activities (informal or formal, primary or secondary) and creating design solutions that leverage user insights.
- Actively researching competitive products, industry trends, and topics.
- Staying updated on Verizon's business, strategy, and organizational structure.
- Effectively designing solutions within Verizon's business context and revenue model.
- Maintaining a working knowledge of UI standards for common platforms (iOS, Android, Web).
- Working within Verizon's front-end and back-end technology constraints and capabilities.
- Communicating the current project plan, goals, and expected outcomes.
- Articulating user, business, and/or technical reasoning for detailed design decisions in critiques or presentations.
- Providing mentorship in areas of expertise and ramp up new team members, with a focus on craft and process.
- Identifying project needs and engaging stakeholders in conversation to fully understand needs.
- Presenting work and engaging in constructive dialogue with stakeholders to understand the context of tasks and ensure strong design rationale.
- Understanding the motivations and drivers of partners and stakeholders.
- Leading a cross-disciplinary team including agency partners in problem-solving through the facilitation of design activities combined with hands-on work while planning an overall approach in partnership with leaders.
- Ensuring the use of shared tools and systems to shape design solutions.
- Building an understanding of related tools and software impacting end-product (i.e., CMS, sales tools, etc.)
- Actively Identifying, escalating, and helping remove impediments keeping your team from being productive.
- Making partners stronger by teaching design-led processes and best practices.
- Seeking opportunities to contribute thought leadership to the broader design community.
- Championing a user-centered design process, using tools such as service design blueprints, storyboards, journey maps, wireframes, and prototypes to convey design ideas and direction.

**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 with Agile software delivery environments.
- Experience with common design software (Figma, Adobe, etc.).

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

- Bachelor’s or Master’s degree in Design.
- Portfolio of professional work.
- Contributed to multiple design programs or shipped products with a large user ba

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