Senior Director, Product Design & User Experience

About the role

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.

Responsibilities

• 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.

Qualifications

• 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.

Skills

• 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.

Pay

• Base Pay Range: $224,000 - $303,000
• Corporate Bonus Target: 35%

Benefits

• Medical, dental and vision insurance
• Flexible spending account
• 401(k)
• Employee stock grants
• Employee stock purchase plan
• Paid time off and up to 12 paid holidays (approximately 4 weeks annually for new full-time employees, approximately 2.5 weeks for new part-time employees)
• Paid parental and family leave
• Family building benefits
• Back-up care
• Enhanced family support
• Childcare subsidy
• Tuition assistance
• College coaching
• Short- and 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
• Commuter and transit programs

Schedule

• Travel Required: Yes