Senior Director, Product Design & User Experience

T-MOBILE USA, Inc.; Factoria (WA); On-site; USD 224,000 - 303,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401(k)

Stock grants

Stock purchase plan

Paid time off and holidays

Parental leave

Tuition assistance

Job summary

T-Mobile USA, Inc. seeks a senior leader to define and execute the enterprise design vision across digital channels, including mobile and web experiences for 140M customers.

You will own design systems and accessibility governance, lead a diverse product experience team, and partner with executive stakeholders to improve conversion and engagement. Reporting to the SVP of Product Management, you will drive KPI-focused outcomes, champion inclusive design, and scale a multi-disciplinary design

Qualifications

• 12+ years of product experience with 5+ years of leadership.
• Experience leading teams of designers, researchers, and accessibility specialists.
• Experience with mobile and web products, design systems, and research-driven decision-making.
• Telecom or large-scale digital platform experience preferred.
• Experience implementing WCAG and accessibility standards.

Responsibilities

• Define and execute the enterprise design vision across all digital channels.
• Own enterprise design systems and accessibility governance.
• Lead and scale the Product Experience organization; mentor teams.
• Collaborate with cross-functional leaders to translate strategy into intuitive experiences.
• Track experience KPIs and link design outcomes to business results.
• Participate in cross-functional governance committees as needed.

Skills

Product design leadership

Product strategy

Human-centered design

Executive collaboration

Mobile & web products

Design systems

WCAG accessibility

Data-driven decisions

Agile tools

Analytics & research

Education

Bachelor's degree in Design or related field

Master's degree or MBA preferred

Tools

Agile backlog tools

Job description

T-Mobile is in pursuit of exceptional talent to join our executive team. We're committed to excellence and innovation, and we are on the lookout for a leader who can steer our company towards new heights of success. In this pivotal role, you will be responsible for driving strategic initiatives and leading a talented team of professionals. The ideal candidate will possess a proven track record of success, demonstrating a keen ability to navigate complex challenges and capitalize on emerging opportunities. As a key member of our executive team, you will play a crucial role in shaping and executing our organizational strategy and contributing to our continued growth and market leadership. Join us in our commitment to driving innovation, inspiring collaboration, fostering a positive company culture, and achieving unparalleled success.

The Sr Director, Product Design & User Experience defines and executes T-Mobile's enterprise design vision across all digital channels, including T-Life, Web, assisted, Conversational Design, Digital Accessibility, and User Research. This role owns the end-to-end user experience strategy for how 140M customers interact with T-Mobile's digital ecosystem from design systems and accessibility governance to research-driven decision-making and experience performance KPIs. Reporting to the SVP, Product Management, this leader is accountable for driving conversion, engagement, unassisted adoption, and brand differentiation through best-in-class digital product experience at enterprise scale.

• Define and execute the enterprise experience strategy across all digital channels, ensuring alignment to growth, engagement, and unassisted adoption goals. Establish the end-to-end design vision and governance model that shapes how T-Mobile delivers digital experiences to our customers.
• Own enterprise design systems and accessibility governance: develop and maintain scalable design systems, WCAG-compliant accessibility standards, and conversational design frameworks that ensure consistency, speed, compliance, and quality across all product platforms.
• Lead and scale the Product Experience organization: build, mentor, and develop a high-performing team of Product Designers, Conversational Designers, Accessibility specialists, and User Researchers. Establish operating rhythms and talent development plans to measure success.
• Partner cross-functionally with Product, Engineering, Marketing, CARE, Retail, Data, and Finance leaders to translate strategy into intuitive experiences that improve conversion, containment, engagement, and retention.
• Establish and track experience performance metrics, defining KPIs that link design outcomes to business results, including conversion lift, MAU growth, churn reduction, CPA impact and task completion rates.
• May be required to serve on cross-functional enterprise technology governance committees or special projects as assigned.

The Experience You'll Bring

• 12+ years of relevant experience in product experience, UX/UI design, product design, or digital product leadership, with 5+ years leading teams.
• Demonstrated ability to set product experience strategy, lead human-centered design practices, improve customer journeys, and partner effectively with executive collaborators.
• Experience with mobile and web digital products, design systems, customer research, and data-driven decision-making.
• Industry experience in telecom, consumer technology, or large-scale digital platforms preferred.
• Experience building and governing enterprise-scale design systems and accessibility standards (WCAG and international guidelines), including hands‑on ownership of experiential design (motion, emotion, transition consistency) across consumer-facing digital journeys.
• Experience institutionalizing user research, usability validation, and insight generation across the product lifecycle, ensuring design and product investments are evidence-based and tied to measurable outcomes.
• Advanced experience with design execution, rapid prototyping, and creative workflow/asset management systems.
• Proven track record driving measurable business outcomes (acquisition, interest, unassisted adoption) through consumer-facing digital product experience, including direct accountability to senior leadership on experience KPIs and strong analytical skills to synthesize product usage data into design decisions.
• Demonstrated ability to communicate at an executive level, effectively influence at an enterprise level and successfully sponsor/lead complex, cross-functional initiatives with SVP+ level visibility and accountability.
• Track record of attracting, developing, and retaining high-performing design, research, and accessibility talent, including experience building and leading distributed people-manager structures.
• Experience establishing operating rhythms, governance frameworks, and performance standards for a multi-disciplinary product design and experience organization.
• Experience with Agile backlog/project management tools.
• Bachelor's degree in Design, Human-Computer Interaction, Product Design, UX/UI Design, Business, Computer Science, or a related field, or equivalent practical experience. Master's degree or MBA preferred.

Enough about what you've done. Let's talk about who you are.

• Ability to communicate effectively across team and organizational boundaries to drive and develop consensus
• Demonstrated ability to identify/analyze/synthesize product use data and use the data to drive decisions
• Strong cross-functional change leadership experience with ability to set the change agenda, and lead through organizational change
• Listen and understand a variety of points of view balancing concerns with data for better decision making
• Analytical problem solver; applies multiple technical solutions to application operational problems
• Collaborative, yet influential
• Flexible, self-starter, and comfortable working in a rapidly changing environment
• Desire for a high level of responsibility and ownership and ability to work with minimal supervision
• Creative problem solver and solutions provider
• Ability to prioritize multiple projects; detail oriented and organized
• A creative and forward thinker; entrepreneurial; is encouraged by innovation and is not afraid to take risks
• Ability to influence and gain consensus at all levels; possesses executive maturity

• At least 18 years of age
• Legally authorized to work in the United States

Travel:

Travel Required (Yes/No):

DOT Regulated:

DOT Regulated Position (Yes/No):No

Safety Sensitive Position (Yes/No):No

Base Pay Range: $224,000 - $303,000

Corporate Bonus Target: 35%

The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as qualifications and experience, so the actual starting pay will vary within this range. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year.

• medical, dental and vision insurance
• a flexible spending account
• 401(k)
• employee stock grants
• employee stock purchase plan
• paid time off and up to 12 paid holidays
• paid parental and family leave
• family building benefits
• back‑up care
• enhanced family support
• childcare subsidy
• tuition assistance
• college coaching
• short‑term disability
• long‑term disability
• voluntary AD&D coverage
• voluntary accident coverage
• voluntary life insurance
• voluntary disability insurance
• voluntary long‑term care insurance
• mobile service & home internet discounts
• pet insurance
• access to commuter and transit programs

Never stop growing!As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing [e-mail] or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.