Senior User Experience Designer

Senior UX/UI Designer – Telecom Sector

Role Overview

We are looking for a Senior UX/UI Designer to play a key role in shaping a major customer-facing mobile application in the telecom sector, designed as a trusted omnichannel hub.

You will work within an established design organization and take ownership of key mobile experiences. Your mission is to deliver simpler, more personalized, and more proactive customer journeys, and to help shape how AI, personalization, and conversational experiences evolve within the app. This role suits a senior designer who works autonomously, is comfortable with ambiguity, and enjoys influencing product direction through design.

Key Responsibilities

UX/UI & Product Experience

• Own and drive the UX/UI and overall experience of a customer mobile app within your scope.
• Translate strategic objectives and value propositions into clear concepts, user journeys, and flows.
• Design wireframes, high-fidelity UI, and interactive prototypes for mobile, balancing user needs, business goals, and technical constraints.
• Ensure experiences are consistent across touchpoints (app, web, retail channels, customer support, and assisted journeys).
• Take accountability for UX quality from design through implementation and outcome follow-up.

Conversational, Personalization & AI Experiences

• Design and optimize conversational flows (chat, guided journeys, proactive messaging) ensuring clarity, relevance, and trust.
• Identify experience gaps and opportunities (onboarding, personalization, conversational flows, AI-driven features).
• Collaborate with business and technical stakeholders to define where AI and conversation meaningfully improve customer outcomes.

Research, Testing & Data-Informed Design

• Lead and conduct user research and usability testing using the right methods to validate concepts.
• Translate research insights, analytics, and customer feedback into clear design decisions and measurable improvements.

Design System & Standards

• Contribute to and evolve the design system and UX standards to ensure consistency and quality across the app.

Collaboration & Stakeholder Management

• Collaborate closely with product owners, analysts, developers, and other designers.
• Facilitate workshops and alignment sessions; confidently challenge assumptions and propose alternatives.
• Present and defend design decisions to stakeholders and leadership.

Experience & Background

• Bachelor’s degree in a relevant field (e.g., Computer Science, Information Systems, Graphic Design, Product Development, Psychology) or equivalent experience.
• 5+ years of UX/UI design experience with proven end-to-end ownership.
• Significant experience designing mobile apps in complex, large-scale environments.
• Strong background in user research, from exploratory research to usability testing.
• Experience designing AI-powered products or assistants.

Skills & Expertise

• Expert-level command of Figma for UX/UI design and prototyping.
• Strong knowledge of mobile UX patterns, interaction design, and accessibility.
• Familiarity with analytics tools (e.g., Content Square, Adobe Analytics, or similar) to validate design decisions.
• Strong understanding of Double Diamond and human-centred design principles.

Mindset & Ways of Working

• Analytical and data-driven approach.
• Strong customer focus, pragmatic, hands-on, and can-do mindset.
• Strong facilitation skills to run workshops and align diverse stakeholders.
• Strong influencing and stakeholder management skills; able to push back constructively.
• Effective in complex, evolving environments; brings clarity in ambiguity.
• Works confidently autonomously while keeping key stakeholders aligned.
• Clear communicator who adapts to different audiences.
• Strong planning and organizational skills across multiple teams and departments.
• Curious and future-oriented, motivated by AI-enabled and evolving digital experiences.

Languages

• Fluent Dutch or French
• Strong English (spoken and written)

Nice to Have

• Service design and cross-channel journey experience.
• Experience in telecom or similarly complex corporate environments.
• Familiarity with Agile product development.