Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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 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. Based in New York City, the team is assembling the brightest designers to collaborate with teams shaping the future of connected customer experiences.
About this role
Verizon has one of the largest retail presences in America with thousands of customers per day. For our customers, our stores are a central element of a true omni-channel experience that also includes our app, website, and assisted channels. This newly created role is accountable for the overall customer experience before, during, and after a store visit. You will be responsible for leading and defining the vision, experience strategy, and design of our retail customer experience, its transformation into a “next-gen,” post-pandemic state, ensuring that customer needs are met at every point, and that it seamlessly integrates with our digital and phone channels. You will provide oversight for all Retail activities within the CMO organization, including physical store design, marketing campaigns, digital content platforms, and retail brand management. You will be the Retail Experience point of contact for the CMO organization to our business unit partners and the front-door for incoming requests.
You will build a world-class “phygital” design team with competencies in physical store and digital experiences. Key components include:
Customer journeys through current and future store formats
Experience strategy for new capabilities
Experience Design with physical elements
UX/UI Design for digital touchpoints
As a Director of Design, you’ll be involved in 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 designer’s 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.
Directors 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
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
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
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
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 or Master’s degree in design or a related field, and/or 8 or more years of relevant design experience leading multi-disciplinary design teams to solve complex design problems
A blend of digital and physical retail design experience
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
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
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.