What you’ll be doing...

About our team:

The Verizon Customer Experience Team is a new internal group tasked with evolving the Verizon customer experience across all channels and touchpoints through the design and implementation of innovative products and services that customers love.

Working from newly designed studio spaces at 140 West Street and 13 Crosby Street in SoHo, the team is assembling the brightest designers, design strategists, researchers, and product managers to collaborate within teams shaping the most important touch points across the customer journey.

About this Role:

You produce sound, effective design solutions and draw connections between projects and the organization’s broader strategies. You collaborate with your team to come up with ideas and make things, but also guide them to make the right decisions for the user and business. You continue to mentor designers in your areas of expertise on your projects and help designers make connections between core disciplines. You support the team, are sensitive to their goals and challenges, and deliver real-time feedback. You facilitate collaboration with product, tech, and business partners on your projects. Outside of your projects, you externalize your skills and knowledge to colleagues.

As a Lead Designer, you:

  • Generate multiple credible design solutions

  • Engage in divergent/convergent group work

  • Judge solution quality and context appropriateness

  • Guide a range of exploration

  • Provide directional input

  • Identify design problems and opportunities within brief/context

  • Design within an established set of rules (patterns, guidelines, constraints, principles, etc.)

  • Articulate user, business, or technical reasoning for design decision

  • Maintain organized working files and project directories

  • Explore, refine, and document solution thoroughly

  • Are attentive to detail

  • Maintain fluency in shared tools and software

  • Uphold and maintain standards

  • Objectively evaluate and refine concepts based on learnings from prototypes

  • Target appropriate methods and fidelity based on learning objectives

  • Create prototypes to: (1) better understand the problem or requirements, (2) communicate and create consensus around designs, or (3) better demonstrate design intent or feasibility.

What we’re looking for...


You empathize with users, stakeholders, and organizations.


  • Actively explore target user behavior

  • Engage in user insight gathering activities (informal or formal, primary or secondary)

  • Analyze observations to develop insights

  • Create communications to share key insights

  • Design solutions that leverage user insights

  • Understand and articulate user value propositions


  • Research competitive products, industry trends, and topics

  • Understand Xcel’s business including business model and organizational structure

  • Design solutions within a business context and revenue model (including product release cycle)

  • Understand the motivations and drivers of colleagues and partners

  • Consider the organizational impact and cost of proposed solutions

  • Recognize business value propositions and understand product within the Xcel’s landscape


  • Maintain knowledge of UI standards (iOS, Android, Web, etc.)

  • Monitor emerging technology and future impacts

  • Work within front- and back-end constraints and capabilities

  • Design systems for targeted technologies

  • Evaluate solutions for appropriateness and viability


You work effectively as teammates and individuals


  • Cultivate shared purpose on your team and proactively work toward that shared goal

  • Actively participate and contribute

  • Give and receive constructive criticism

  • Are comfortable and confident in shared authorship

  • Seek diverse perspectives through questions and feedback

  • Apply active listening skills (yes, and...)

  • Escalate project issues as they arise to senior team members

  • Candidly share individual perspective, contributing purposefully in the larger conversation


  • Are on time and prepared for meetings

  • Take notes and record ideas, questions, feedback, and next steps

  • Break work into achievable tasks and components

  • Estimate effort required to achieve a task and reliably deliver work on schedule

  • Proactively manage your time and prioritize work and activities

  • Actively recommend and pursue next steps


  • Exhibit confident and professional demeanor through appropriate dress, behavior, and body language

  • Actively seek to expand skill set and knowledge

  • Contribute constructive and thoughtful critique in the peer review process

  • Be well-versed in industry best practices, work and methods

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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. Different makes us better.