AVP, Design

About the role

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• Strong storytelling and communication skills, with the ability to influence at all levels of the organization.
• Proficiency in modern design tools (e.g., Figma, ProtoPie, 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.

Qualifications

• 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.

Skills

• Design Strategy
• Design Operations
• Journey Orchestration
• Service Design
• Industrial Design
• Product Operations
• Design Enablement
• Team Leadership
• Talent Development

Benefits

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone