Lead Product Designer

Job Description

Summary:

The Xfinity Mobile Experience Design team is seeking a Lead Designer for our Agent Experience (AX) team. This entails digital tools and experiences within our retail stores and call centers across the country that sell and service Xfinity Mobile.

Being Product and Service Design minded are table stakes, but you’ll also need a mastery of soft skills that help you lead multiple work tracks, designers, and successfully build relationships with stakeholders and ship products.

You live and breathe good design. As a Lead Designer with the Xfinity Mobile AX team, you're responsible for maintaining and enhancing our end-to-end agent experience, utilizing user-centered experience design to work closely with internal and external lines of business:

- You'll work with our team to establish overall day-to-day continuity and consistency across the agent journey with an emphasis on interactive service design, visual design, documentation, and innovative user experience.
- A passionate problem-solver, you'll also analyze data to enhance usability, optimize the user experience, and continually improve the performance of both established and new tools and experiences.
- In addition to exuding leadership behavior you’ll be expected to work alongside teams and your Director to ensure that operational plans are results-oriented and aligned with business goals.
- You will contribute to functional strategy development and may lead and mentor one or more groups of professional employees.
- Your passion for great user experience is contagious.

As a Design Lead, you will remain very hands on in the work (Sketch, InVision, Creative Suite, Zeplin, Jira) while leading various tracks of work as a “player/coach” to evolve and elevate our agent experience. You will partner with stakeholders at various levels of the organization, including leadership teams, product owners, engineers, legal and policy teams, scrums masters and other cross functional partners.

A key function of your role will be working closely with your Product partners, Engineering partners, design peers and leaders to implement roadmap features and capabilities , ensuring they gracefully integrate into our existing experience. You will be hands-on with your tactical work maintaining and enabling new functionality to our core agent experience, including how our customer experience efforts coalesce with ours.

Your day-to-day will include using the full extent of your skills towards maintaining, enhancing, refining, and innovating our core experience ; from sketching and wireframing to high fidelity visual and motion design; from research, content strategy and stakeholder management to sprint planning and workshop facilitation; from leading, mentoring, and facilitating conversations across disciplines, workstreams, and cross-functional teams. You will have the opportunity to assist in building strategic narratives and vision for a variety of initiatives and workstreams.

Additional aspects of the role:
- Holds advanced design skill and knowledge. Leads a team on complex projects, typically at a product level. Provides leadership, mentoring, and guidance to all organization levels.
- Has a significant operational impact on their own immediate team mentoring others, leading projects, and functioning as the technical voice of the team, as well as strong collaboration outside of their team with other groups. Does not directly manage people.
- Thought leader in design, and prototypes for web, mobile, and other digital delivery platforms, driving solutions through their own and other teams.
- Keeps current on cutting-edge design industry trends and educates others on it.
- Leads strategy, design, and future development of a product across multiple platforms.
- Will bring big, bold, and new ideas to Xfinity Mobile with the ability to execute them within an agile environment.
- Has the ability to innovate and evaluate at a senior level, thinking strategically across multiple platforms.
- Takes proactive initiative on all projects with a strong sense of ownership; emulates curiosity and innovation, instills trust in others.
- Drives product evolution.
- Analyzes competing products, and user behavior results; evaluates new and existing products and design requirements.
- Partners with Brand, Product, and Engineering to conceptualize, design, and prototype complex key user flows and interactions.
- Has a demonstrated track record of in-depth and complex design exposure and successful project delivery; decision-making capabilities should include a strong capability to establish and lead all details of design architecture across their product.
- Evaluates stakeholder feedback and user behavior to compile and present quantitative and qualitative strategic vision and findings to executive leadership.
- Acts as a key contributor on multiple complex projects.
- Is comfortable as a player-coach that is hands on in the work and also leads a small project team at a feature level.
- Contributes to user experience strategy, designs, and prototypes for web, mobile, and other digital delivery platforms.
- Assesses product and design requirements and executes interaction design and visual design as a part of a multi-disciplinary team.
- Partners with Product and Engineering to conceptualize, design, and prototype key user flows and interactions.
- Conducts stakeholder interviews, analyzes customer feedback, usability and researches user behavior to enhance existing products.
- Compiles and presents to senior leadership quantitative and qualitative ideas, sketches, research findings and other required deliverables.
- Helps develop, mentor, and train other designers.
- Develops processes and procedures to drive design efficiencies.
- Collaborates with internal and external stakeholders on product direction and design. Assigns projects to appropriate XD resources.
- Builds strong relationships and operating rhythms with leaders inside and outside their core product team to efficiently implement user experiences that are cohesive, inclusive, and well informed.
- Has worked on an in-house product team at either a startup or enterprise (ideally both)
- A deep understanding of and experience shipping products in an agile environment
- Extensive experience in mobile and web application design interface and interaction design (android, iOS, Responsive Web)
- Experience working on onboarding, account management and ecommerce experiences
- Experience with industry standards for building user interface (accessibility, responsive design, grid, performance)
- Understands the design process in modern software organizations (problem statements, design hypotheses, sketching, wireframes, click-throughs, high fidelity mocks, prototypes of all levels of fidelity)
- This role reports to the Creative Director of Xfinity Mobile AX Design.
- Has a deep passion for technology and creativity with expert skills in Sketch, Keynote, InVision, and Creative Suite.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance.
- Must be able to work nights and weekends, variable schedule(s) as necessary.

Employees at all levels are expect to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing. technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion and diversity.
- Do what's right for each other, our customers, investors and our communities.