AT&Tposted 11 days ago
$158,200 - $237,400/Yr
Full-time • Mid Level
Dallas, TX
Telecommunications

About the position

This role will be a key member of the AT&T Digital organization focused on building and evolving new ways to drive digital adoption that improves the customer experience and delivers measurable business value. This individual will have experience designing and transforming omni-channel customer journeys, with a strong background in service blueprinting, journey mapping, prototyping, and partnering across product, technology, and business teams. The ideal candidate will bring a product design mindset paired with systems-level thinking, and a portfolio that reflects impact across e-commerce, physical retail, and digital support channels.

Responsibilities

  • Create experience strategies for end-to-end journeys across fiber, mobility, and converged services, helping drive clarity for teams allocating capital, prioritizing investments, and building testable experiences.
  • Build design artifacts including service blueprints, journey maps, experience prototypes, and operational models that bring to life new and existing service flows across digital and physical environments.
  • Lead workshops and working sessions with cross-functional teams to align on desirability, feasibility, and business viability of new customer and service experiences.
  • Synthesize existing research and conduct new market, competitive, and internal analysis to define opportunities for digital adoption and channel integration.
  • Partner with product design, product management, and engineering to ensure AT&T's digital platforms and human-assisted channels (retail, call centres, field tech) are prepared for upcoming product and service launches.
  • Build and manage design playbooks and working models that enable collaborative problem-solving and help scale new ways of working across the organization.
  • Collaborate with strategic partners to co-create solutions and embed design thinking into capital planning and operational transformation efforts.

Requirements

  • 6-10 years of experience leading complex workstreams in large-scale organizations, with a portfolio demonstrating quantifiable customer and business impact.
  • Experience working across product, design, engineering, and business functions with strong facilitation, storytelling, and influence without authority.
  • Strong portfolio of design work that includes journey mapping, service design artifacts, and prototypes that clarify customer needs and system enablers across touchpoints.
  • Familiarity with e-commerce, fulfilment, retail, or telco/utility customer experiences is a plus.
  • Experience driving transformation or organizational change within a Fortune 500 environment; agency or consulting experience a bonus.
  • Analytical and strategic mindset with the ability to connect customer, employee, and shareholder outcomes, and to translate insight into action.
  • Comfortable operating in ambiguity and navigating between big-picture operating models and detailed customer flows.
  • A growth and enterprise mindset, with the flexibility to work across vision, prototyping, and real-world delivery constraints.

Benefits

  • Medical/Dental/Vision coverage
  • 401(k) plan
  • Tuition reimbursement program
  • Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated 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
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