ABOUT US

We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.

Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.

With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.

We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.

Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.

Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.

And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.

JOB PURPOSE

As a business that’s totally in love with innovative thinking and digital goodness, it’s no surprise that our Customer Experience teams have crucial roles to play. They underpin so much of what we do. That means everything from design and architecture, through to innovation, enhancing, trialling and priority setting for delivery of our product platforms. From the biggest projects to crucial daily maintenance, all kinds of people have important roles to play. The Director Human Centred Design is part of the Customer Experience Department, responsible and accountable for defining customer experience and product platform roadmaps with focus on scale deployments, rich and easy experience as well as quality to support the success of our operating companies. As the Director of Human-centred Design in Customer Experience, you will lead the charge in ensuring that our products and services are crafted with the customer in mind at every step. You will be responsible for crafting and implementing a human-centred design strategy and tangible framework that aligns with the business objectives of our operating companies and enhances the customer experience with our products.

This is Global role with multi country responsibility (3 PE and UK), leading a single product UX and design strategy across the four operating companies.

KEY ACCOUNTABILITIES

User Research and Insights:

Conduct and oversee user research activities to gain deep insights into customer needs, behaviors, and struggles.

Use research findings to advise design decisions and advocate for the customer throughout the product development lifecycle.

Set-up and maintain the CEX Lab, showcasing our operating companies and driven benchmark products and related journeys in collaboration with the team

Collaboration and Communication:

Work closely with cross-functional teams, including product managers, developers, and marketers, to ensure seamless integration of human-centered design principles that match customer needs and expectations.

Effectively communicate design strategies, rationale, and findings to both technical and non-technical stakeholders

Prototyping and Testing:

Own and supervise the creation of user journey mapping

Supervise the creation of prototypes and design mock-ups to test and iterate on ideas

Creation of visual mock-ups for feature demand specifications

Implement usability testing to validate design concepts and gather user feedback.

Continuous Improvements:

Stay abreast of industry trends, new technologies, and standard methodologies in human-centered design

Implement continuous improvement initiatives to improve the efficiency and effectiveness of the design process

Implement guidelines and policies to ensure our services compliance with regulatory frameworks, for example regarding Accessibility

KNOWLEDGE & EXPERIENCE

ESSENTIAL SKILLS & ABILITIES:

• Fluency in English both written and spoken and preferable 1 other European language
• Proficient in design tools such as Sketch, Figma, or Adobe Creative Suite
• Knowledge of agile development methodologies
• Shown experience in a leadership role within human-centered design, preferably in a customer experience-focused environment, in or close to international Telco or Cable provider

• Strong portfolio showcasing successful implementation of human-centered design principles in product/service development

DESIRABLE SKILLS & ABILITIES:

• Strong communication skills, ability to form strong business relationships across multiple locations
• Demonstrate strong influencing and persuading skills, excellent active listening skills, encourage colleagues and teams to change established processes and achieve improvements and standard methodology
• A phenomenal teammate with a proven track record to work cross functionally to achieve goals and objectives
• Implements on the Liberty Tech objectives as reflected in the company’s strategic objectives and the pillars of one promise, one plan, one company