Senior Director - Experience Design (Digital Service)

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.

The Verizon Design Team is a growing internal group tasked with evolving the Verizon customer experience across all channels and touchpoints through the design and implementation of innovative products and services.

Organizational Scope

Verizon has one of the largest consumer presences in America, supporting millions of daily customer interactions. For customers, our digital channels are a central element of this omni-channel ecosystem that also includes our stores, products, call centers, and more. This newly created role, Senior Director, Digital Service Design, will be part of the Design Leadership team shaping the future of Verizon experience while also maintaining and optimizing the current state.

Key experiences include:

• View and pay a bill
  
• Create and manage profile and permissions
  
• Control privacy and account settings
  
• Troubleshoot issues
  
• Contact us & get support
  
• Redeem promotions
  
• Manage devices & services
  

About this role
As a Senior Director of Design, 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 meaningful impact at a massive scale.

Senior Directors of Design at Verizon...

• Are accomplished design leaders who build teams and maintain relationships internally with our partners, and externally with the design community at large
  
• Are responsible for project success, delivering best-in-class customer experiences, and the growth and morale of your teams.
  
• 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.
  
• Build teams of future leaders by recruiting, hiring, growing, and retaining talented designers services
  
• Provide design vision and expertise in senior stakeholder meetings, building trusted relationships with product, tech, and business partners
  
• Contribute to the strategic and operational design decisions for the Customer Experience organization
  

• Facilitate and inspire creative concepting. Challenge designers to responsibly push the boundaries during concept phases.
  
• Plan and facilitate team activities to identify appropriate design problems, solutions, and opportunities within project brief and business context. Recognize when to make a decision and commit to a direction.
  
• Plan and facilitate iteration and critique to improve solution quality and support user, business and technical requirements.
  
• 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.
  
• 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.
  

Mentorship

• Create transparency into your decision-making process, and recognize valid challenges to your point of view. Externalize choices and behaviors so that teams can understand the rationale.
  
• 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.
  
• Help the team see value in the work. Coach team on project dynamics, collaboration, and interpersonal communication.
  

Portfolio Management

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

Consulting

• Cultivate relationships and shape opportunities for great work.
  
• 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.
  
• Identify partner needs and shape project approaches to match them.
  
• Make partners stronger and provide thought leadership around design-led processes.
  
• Play gatekeeper for the type of work your team takes on.
  

Design teams

• Be a model and a resource for all employees, proactively engaging with others to make the design organization better.
  
• Contribute constructive, thoughtful critique real-time and in the performance feedback process. Provide input to role change and performance discussions.
  
• Visibly participate in internal initiatives, including the practice and the learning program. Lead by example.
  
• Participate in the recruiting and hiring process.
  

What we're looking for...

• Bachelor's degree or equivalent work experience.
  
• 10-12+ years in related discipline
  
• Experience leading a team.
  

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 base.
  
• Contributed to product management, measurement and/or technology decisions in Agile workflow.
  
• Experience leading design within a multi-channel brand ecosystem.
  
• Case studies that showcase your experience with Service Design discipline
  

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.

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

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.

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 California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $213,000.00 and $396,000.00 annually 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.