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Principal Experience Strategy Manager

Company: T Mobile
Location: Bellevue
Posted on: January 12, 2021

Job Description:

The Principal Experience Strategy Manager defines the digital experience vision and strategy for TMUS products and service offerings in alignment with overarching business objectives --- responsible for bringing a disciplined human-centered design approach to the strategy, design and development of TMUS products and services, including web applications, native mobile applications and user interfaces for non-traditional platforms (TV, in-car, voice, digital display, etc.). These Managers work with Business, Corporate Strategy, Digital, Product & Technology, Care and Retail leaders to understand the TMUS product and service opportunity space, business outcomes, and reference enterprise architecture necessary to ensure and evolve TMUS brand relevancy and customer loyalty. They also partner closely with Consumer & Market Insights and User Experience Research to understand the customer needs, expectations, pain-points and "outside-in" context. Expected to leverage design thinking, service design, participatory design and other industry-standard tools and frameworks to ensure their work is collaboratively-generated, scalable, cohesive and consistent across digital properties for all TMUS lines of business and channels. Ultimately Experience Managers are accountable for leveraging collaborative approaches and enterprise partnerships to create and evolve creative experience strategies that measurably improve the customer experience and efficiently deliver business outcomes. What you'll do in your role. Experience Strategy--- Acts as an internal TMUS ambassador and external industry-recognized evangelist for Human-Centered Design, partnering with key leaders to demonstrate how experience strategy and data-driven UX design empowers the creation of world-class digital experiences.--- Collaboratively defines, drives and evolves a cross-LOB aspirational experience vision and strategy that serves as the digital north star for a world-class TMUS customer experience.--- Develop, maintain, and continually improve processes across value streams and product portfolios, ensuring research is appropriately leveraged during product journey ideation to: (1) validate solutions, (2) communicate findings through disciplined artifacts (e.g., enterprise personas, customer journey maps, service blueprints, task analyses, storyboards, ecosystem maps, mood boards, etc.), and (3) prioritize recommendations based on desirability, viability and feasibility.--- Proactively identify research gaps and advocate for in-depth research analysis and synthesis of customer, prospects, competitors, industry and business intelligence.Human-Centered Design--- Plans and leads cross-functional Service Design and Design Thinking workshops and other sessions with key stakeholders thateffectively drive towards productive outcomes, aimed at driving out attainable, tangible and measurable experience strategies for one or more customer-centric journeys, scalable across lines of business.--- Leads, executes and owns experience strategy activities, deliverables and artifacts, including customer journey maps and personas, empathy maps, service design blueprints, content strategy, information architectures, experience ecosystem maps, storyboards, and aspirational experience narratives.--- Provides feedback and direction to ensure actionable, traceable, and measurable strategies and drive cohesion across the various digital properties for TMUS, following established experience design principles and guidelines --- in compliance with the global experience language and advancing the aspirational experience strategy.--- Partners with Consumer & Market Insights, UX Research and other enterprise strategy leaders to evaluate the end-to-end digitalexperience, for the purpose of transforming the experience and driving cohesion across the broader TMUS digital ecosystem. Relationship & People Management--- Demonstrates high learning agility, strong business and technical acumen, and the ability to work effectively with highly technicalpartners in a fast-paced environment.--- Guides, mentors and inspires the UX team, keeping up with the design industry evolution including best practices, new trends and technologies.--- Champions a Human-Centered Design approach that demonstrably evolves a holistic TMUS experience strategy (based on quantitative and qualitative feedback) and elevates the role of UX in driving towards a world-class TMUS customer experience.--- Increases UX maturity across the organization by providing disciplined thought leadership, leading continuous improvement, cultivating a culture of inclusion and innovation, and nurturing a community of practice for Human-Centered Design.--- Creates an environment that fosters internal and cross-functional team collaboration, transparency and empowerment.The experience you'll bring. Required:Bachelors Degree BFA or BS in HCI, Human Factors, Cognitive Psychology (or similar), Human-Centered Computing or related field7-10 years deep practitioner experience in a User Experience or related discipline --- e.g., user research and usability methodologies, idea facilitation, iterative experimentation and design, interaction patterns and visual language, success measurement, experience strategy and architecture, content strategy, information architecture, creative direction, content authoring, front-end development, and/or design operations.4-7 years (hands-on) experience as a Creative or UX team lead for a Fortune 50 consumer brand in at least one of the following industries, or as a Practicing Consultant for a top 4 consulting firm: telecommunications, consumer electronics, automotive, financial or retail7-10 years strong awareness and understanding of the various UX specialties that have emerged, and a pragmatic approach to assembling the right mix of specialists and generalists4-7 years experience working in an Agile development environment, strong knowledge of Product Discovery, and familiarity with Program frameworks such as OKRs7-10 years experience as a professional designer in software or web design, mobile design, game design, etc.4-7 year direct experience crafting and leading the socialization of actionable experience strategy and vision for high-performing UX and/or Product Strategy teams in corporate, agency or consulting services, includes leading Service Design, Design Thinking, Aspirational Experience Strategy activities and creating associated artifacts.Portfolio Management - An online portfolio of relevant work samples.User Experience DesignWeb Design Creative Direction Agile Methodologies Project Management - Advanced familiarity with international accessibility standards and guidelines; Advanced experience with the Apple Human Interface Guidelines, Material Design libraries, and native application design paradigns, including relevant technical stacks.Software - Advanced experience with collaboration tools including Slack, Skype, Teams, Opal, SharePoint. Advanced experience with design execution, rapid prototyping, communication, workflow and creative asset management systems --- such as Sketch, Figma, Axure, iRise, Balsamic, Adobe Creative Suite, Invision, Zeplin. Intermediate to advanced experience with presentation and analytics software including Excel, Word, PowerPoint, Visio, Adobe Analytics, Google Analytics, Clicktale, Tableau.Customer Relationship Management (CRM) Platforms Intermediate to advanced experience with the Salesforce ecosystem or other large-scale CRM environments, including strong familiarity with their design systems.User-Centered Design/UX Practice certification - CUA Certification (CXA, CXPA encouraged) or relevant work experience at an HFI-certified organizationPreferred:Masters/Advanced Degree MFA or MS in HCI, Human Factors, Cognitive Psychology (or similar), or equivalent work experience

Keywords: T Mobile, Bellevue , Principal Experience Strategy Manager, Executive , Bellevue, Washington

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