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What you’ll be doing...
The Verizon Business Group (VBG) serves small, mid-market, enterprise business, and public sector customers across industries, roles, and geographies. We offer a range of products and services to meet their diverse business needs. Today, our customers engage with Verizon through a variety of touchpoints across digital and assisted channels. VBG is undergoing a robust transformation with a focus on achieving a best-in-class customer experience as we bring new, innovative technology solutions to market and Design is critical to achieving our goals. The VBG Design team sits within the CMO in our centralized CX Design Group and comprises approximately 90 full-time, contract, and agency team members in both our NYC and India locations.
The Head of VBG Design is responsible for:
Creating and executing on the Strategic Vision for the VBG Design team.
Building strong relationships with business and engineering partners.
Driving customer centricity across all VBG experiences (digital channels, assisted channels, and products).
Ensuring cross-functional collaboration, knowledge management, and delivery of CX and business priorities.
Ensuring overall design excellence, including leadership and management of all VBG focused design leaders across geographies.
Ensuring design is a key stakeholder in organizational initiatives and priorities.
Serving as a key decision maker for the design organization in clarifying priorities, securing resources, identifying opportunities for cross BU initiatives (VCG and VBG) and removing impediments to productivity.
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.
Leading a Design team
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 and/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
Experience leading design teams focused on B2B domains
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.