Principal Experience Designer, Service Designer (Retail Experience)

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.

What you'll be doing...

The Verizon Experience Design team is chartered to evolve the experiences of Verizon customers and frontline agents by designing and implementing innovative products and services that customers love. With global offices and hybrid work environments, the team is assembling the brightest designers, design strategists, and product managers to collaborate within teams, shaping the future of the customer experience.

The Retail Experience Design Team creates cross-channel experiences and digital tools to empower customers and support in-store representatives through their retail journeys - before, during, and after their store visit.

As a Principal Experience Designer, you envision, create, and maintain end-to-end customer activities for various consumer-facing products and services. You blend strategic thinking, design expertise, and leadership skills, while partnering with teams across the company to create strategies and processes that benefit the user and drive successful business outcomes. Additionally, you partner with teams across the company to create strategies and processes that benefit the user and drive successful business outcomes.

You will play a critical role in elevating design dialogue, evolving internal processes, and shaping the design process within teams and throughout Verizon Design. You will act as a mentor and thought leader within the design organization.

• 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.

• Staying updated on Verizon's business, strategy, and organizational structure.

• Effectively designing solutions within Verizon's business context and revenue model.

• Working within Verizon's front-end and back-end technology constraints and capabilities.

• Communicating the current project plan, goals, and expected outcomes.

• Presenting work and engaging in constructive dialogue with stakeholders to understand the context of tasks and ensure strong design rationale.

• 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.

• 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.

• Establishing best practices and ensure 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.

What we're looking for...

You'll need to have:

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

• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience with Agile software delivery environments.

• Experience with common design software (Figma, Adobe, etc.)

• Willingness to travel up to approximately 25% of the time.

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

• Bachelor's or Master's degree in Design.

• Portfolio of professional work.

• Experience with Service Design and blueprinting.

• Experience with omni-channel Research.

• Experience with Digital Product Design in a retail environment.

• Contributed to multiple design programs or shipped products with a large user base.

• Contributed to overall product success.

• Experience with Fortune 500 organizational environments.

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.

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.