Job Description

This position is needed to lead the design of our application experiences for both our customers and internal users at Twilio. This is a unique opportunity to re-envision the future of the post-sales customer experience. The ideal candidate will be a vocal and committed advocate for our customers and users, taking a holistic, human-centered approach to create a world-class user experience and is a supporter of our inclusive Design System. In this role, you will collaborate with multidisciplinary teams to discover, define, and design lovable products that delight our customers, and help our internal Services Teams work more efficiently.

Responsibilities

In this role, you’ll:

• 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.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Has a 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.
• Has a 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.

Desired:

• Has 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

Location

This role will be remote and based in Canada.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5-10% travel is anticipated to help you connect in-person in a meaningful way.

BRITISH COLUMBIA ONLY Other Notes: additional total compensation information

The estimated pay ranges for this role are as follows:

• Based in British Columbia. : CAD 142,800.00 – CAD 178,500.00

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

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