The ideal candidate is a systems thinker who transforms complexity into clear, scalable content and conversational experiences. They excel at building teams, establishing design practices, and creating the frameworks that enable consistent, human-centered experiences across traditional digital products and AI-powered interactions. They thrive in undefined, rapidly evolving spaces, balancing strategic vision with execution while empowering teams to deliver high-quality work at speed. They evaluate problems before prescribing solutions, challenge assumptions with empathy and data, and bring a thoughtful point of view to every initiative. Through strong cross-functional partnerships, they influence product direction, elevate content and conversation design practices, and create an environment where designers can grow, innovate, and deliver measurable customer and business impact.
Job Responsibilities
Lead a team of Content and Conversation Designers, providing feedback and coaching on career development, content creation, conversation design, and content strategy to drive the evolution of customer experiences across T-Mobile products.
Establish a Content & Conversation Design team within an established organization.
Drive content and conversation design guidelines and best practices to build deep connections and trust with customers by delivering cohesive product narratives and conversational experiences across digital and AI-powered products.
Influence and lead style guides, conversational principles, and design language to establish clear, consistent voice, tone, and personality aligned with the T-Mobile brand.
Identify and champion the most efficient content and conversation design workflows while seeking opportunities to improve existing processes and collaboration across teams.
Organize existing content and conversational assets, create guidelines for future experiences, and ensure consistency across channels, customer touchpoints, and AI interactions.
Use human-centered design methods to design, craft, and test content and conversational experiences that address real customer challenges and improve task success.
Set clear objectives and KPIs for content quality, conversational effectiveness, customer engagement, awareness, impressions, visits, and overall experience performance.
Create tools, guides, templates, and reusable patterns that empower the team to deliver scalable, high-quality content and conversational experiences.
Partner with Product, UX, Research, Engineering, and AI teams to ensure content and conversation design strategies support business goals, customer needs, and responsible AI experiences.
Qualifications
Bachelor's degree
4–7 years of experience in content design, conversation design, UX writing, or the development of content inventories, taxonomies, and content strategies.
2+ years of direct people management experience, including coaching and developing design talent.
Experience collaborating with internal cross-functional partners to drive business and customer outcomes.
Knowledge of design tools, technical software, and human-centered design, content design, conversation design, and research processes.
Previous experience in product, technology, digital, or AI-enabled functions highly preferred.
Experience leading content and/or conversation design teams working with product or business teams.
Collaboration and cross-functional leadership skills.
Knowledge, Skills and Abilities
Collaboration (Required)
Cross-Functional Project Management (Required)
Design Management (Required)
Design Strategy (Required)
Design Thinking (Required)
People Management (Required)
Prototyping (Required)
Talent Development (Required)
User Experience (UX) (Required)
User Research (Required)
At least 18 years of age
Legally authorized to work in the United States
Travel
Travel Required (Yes/No): Yes
DOT Regulated
DOT Regulated Position (Yes/No): No
Safety Sensitive Position (Yes/No): No
Total Target Cash Earnings Opportunity: $164,520 - $296,880
National Base Pay Range: $137,100 - $247,400
The Total Target Cash Earnings Opportunity represents the expected total cash compensation for this role at target performance, combining base salary and annual incentive opportunity. Actual earnings may be higher or lower depending on individual performance and overall company results.
The base pay range reflects the compensation component of this opportunity. The candidate’s actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range. To find the pay range for this role based on hiring location, https://paylookup.t-mobile.com/paylookup?reqID=REQ362703¶dox=1
At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Corporate employees are eligible for a year-end bonus based on individual and/or company performance and which is set at a percentage of the employee’s eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. The incentive component included in the Total Target Cash Earnings Opportunity reflects target performance. Actual earnings included in the Total Target Cash Earnings Opportunity reflect target performance; actual payouts may vary.
At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile’s amazing benefits, check out www.t-mobilebenefits.com.
Never stop growing!
As part of the T-Mobile team, you know the Un-carrier doesn’t have a corporate ladder–it’s more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it’s that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you’re living our values while investing in your career growth–and we applaud it. You’re unstoppable!
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, genetic information, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing ApplicantAccommodation@t-mobile.com or calling 1-844-873-9500. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
