Staff Product Designer (L4)

Summary

Join Twilio as a Staff Product Designer on the Efficiency Engineering team and lead the design of application experiences for customers and internal users. This role involves re-envisioning the post-sales customer experience, collaborating with multidisciplinary teams, and advocating for a human-centered approach. You will be responsible for understanding customer needs, designing solutions, prioritizing tasks, and collaborating effectively with stakeholders and engineering teams. The ideal candidate will have proven user-centered design experience, a strong portfolio, and a customer-focused approach. This remote position is based in Canada and may require occasional travel.

Requirements

• Proven user-centered design workflow that comprises: research, design, prototyping, presentation, sharing and soliciting feedback, user testing, influencing key decision making, and collaborative handoffs with developers
• Can share a portfolio with beautiful, usable, straightforward, and lovable designs that demonstrate technical product thinking and an understanding of user-centered design methodologies
• Demonstrated advocacy for design and research methodologies, and is proficient in running quantitative and qualitative research, such as usability testing, analysis, interviews, and field studies
• Customer focused, and have empathy for our users’ needs and the businesses enabled by our operations team
• Ships high-quality user interfaces and flows in a systematic, detail-oriented way. Ensures the coded implementations are consistent with designs
• Solution focused, and take pride and ownership of systems that deliver a frictionless experience for Twilio employees and customers
• Proactive collaborator and documenter, partner with other teams and stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality
• Designs high-quality user interfaces, components, and patterns in a systematic, detail-oriented way

Responsibilities

• Wear the Customer’s Shoes: Engage with our Services Teams to understand the customer and user needs, design products and workflows to unlock their potential. Articulate the problem and success metrics, and gain alignment with stakeholders on your approach to testing, learning, and iterating on a solution
• Be an Owner: Contribute to advancing the vision of the Services Teams by designing lovable solutions for our customers and users. Take personal accountability for achievement of goals and results. Collaborate with other Product Designers, providing constructive, and motivating feedback that helps improve their skills, and the outcome of their work. Actively participate in design critiques to ensure consistency across Twilio products. Advocate for more efficient processes and higher standards across the UX organization
• Ruthlessly Prioritize: Work closely with stakeholders and Engineering teams, in an agile environment, to solve the most important customer problems effectively and efficiently
• Empower Others Collaborate with other stakeholders, providing constructive, and motivating feedback that helps improve their skills, and the outcome of their work
• No Shenanigans + Be Inclusive: Remain open, transparent, and inclusive while sharing work at various stages of the process, proactively inviting diverse (and potentially contrary) inputs in your design process, and remaining humble while asking for and providing useful and constructive feedback to peers of all levels

Preferred Qualifications

• 8+ years of industry experience and a related degree or equivalent experience in software interface design and/or development. Bachelor’s or Master’s in the field of Human Computer Interaction or Design is a nice to have
• High level of customer relationship and partnership experience, highly adept with communications
• Ability to challenge views/perspectives while securing buy-in from stakeholders
• Experience with design systems and modern UI tools like Figma

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program