AVP, Design

Oversee the scaling of a multidisciplinary design organization to deliver intuitive, inclusive, and emotionally resonant customer experiences.
About the job

As Assistant Vice President of Design, you will lead the evolution of AT&T's product design strategy across digital and physical experiences for AT&T's consumers. This role is responsible for overseeing and scaling a multidisciplinary design organization to deliver intuitive, inclusive, and emotionally resonant customer experiences.

You will foster a culture of creativity, experimentation, and operational excellence, ensuring design is a strategic driver of innovation and business impact. This role requires a hands-on leader who can inspire teams, influence cross-functional partners, and translate customer insights into transformative product experiences.
What You'll Do
Product Design Leadership

• Define and drive a user-centered design vision that aligns with AT&T's product strategy and customer promise.
• Ensure every product interaction is purposeful, elegant, and inclusive, grounded in modern design principles.

Rapid Prototyping & Innovation

• Build a culture of experimentation through rapid prototyping, iterative design, and cross-functional ideation.
• Establish tools and workflows that enable fast concept validation and reduce time-to-market.
• Use prototypes to align stakeholders, validate ideas, and accelerate product development.

Service Design & Journey Orchestration

• Champion service design practices to orchestrate seamless customer journeys across digital and physical touchpoints.
• Collaborate with CX, operations, and product teams to identify friction points and design end-to-end service experiences.
• Apply systems thinking and journey mapping to align design efforts with business outcomes.

Industrial Design Integration

• Partner with hardware, retail, and packaging teams to ensure physical product experiences reflect AT&T's brand and design standards.
• Align industrial design with digital interfaces to create cohesive, multi-sensory experiences.

Product Operations & Design Enablement

• Build and scale design operations that support tooling, rituals, and workflows for high-velocity teams.
• Implement metrics and feedback loops to measure design impact on customer satisfaction and business KPIs.
• Ensure design teams are equipped with modern tools and agile collaboration practices.

Cross-Functional Collaboration

• Partner with product, engineering, marketing, and research to deliver cohesive, customer-centric solutions.
• Influence executive stakeholders by articulating the strategic value of design and its role in driving growth.
• Collaborate with external agencies and partners to extend design capacity and bring fresh perspectives.

Team Leadership & Talent Development

• Build, inspire, and retain a world-class team of designers, researchers, and strategists, fostering a culture of innovation, accountability, and continuous improvement.
• Foster a culture of innovation, accountability, and continuous improvement within the product organization.
• Act as a mentor and servant leader, empowering team members to develop their skills, set long-term visions, and achieve exceptional results.

What You'll Bring

• 15+ years of experience in customer experience, product design, or UX leadership roles, with at least 7 years managing multidisciplinary teams.
• Proven track record of launching and scaling successful, customer-facing products that deliver measurable business impact.
• Expertise in design strategy, design operations, and journey orchestration across digital and omni-channel environments.
• Deep knowledge of full-stack design disciplines, including UX research, interaction design, service design, and production design.
• Proven leader in product design with experience across UX, service, and industrial design disciplines.
• Deep expertise in interaction design, prototyping, journey orchestration, and design systems.
• Strong storytelling and communication skills, with the ability to influence at all levels of the organization.
• Proficiency in modern design tools (e.g., Figma, Proto Pie, Adobe CC) and methodologies (e.g., design thinking, lean UX, agile).
• Experience driving measurable business impact through design, including improvements in NPS, engagement, and conversion.
• Passion for inclusive design and accessibility, ensuring products are usable by all customers.
• Bachelor's degree in Design, Innovation, Business, Engineering, or a related field. Advanced degrees (e.g., MBA with a concentration in Innovation or Design Thinking) are preferred.

Key Outcomes

World-Class Customer Experiences: Deliver seamless, intuitive, and delightful customer interactions across AT&T's product portfolio.

Business Growth: Drive measurable revenue, profitability, and market share growth through customer-centric design and innovation.

Operational Excellence: Establish sustainable design practices, tools, and standards that enable scalability and efficiency.

Talent Development: Build a best-in-class design organization that attracts, retains, and…