Senior Director, Product Design & User Experience

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 an