UX Design Lead

Summary:

We are seeking an experienced and forward-thinking UX Design Lead to help build and shape a newly established UX/UI Center of Excellence (COE) focused on delivering best-in-class customer and agent experiences within a rapidly evolving home security and smart technology ecosystem.

This role will lead UX strategy and execution across customer-facing applications, e-commerce platforms, integrated CRMs, and agent-enabled sales & support experiences. The ideal candidate combines deep expertise in user-centered design with strong knowledge of AI-powered tools, automation, conversational interfaces, and DTC customer journeys.

You will design experiences that serve both end customers and internal call center agents, ensuring seamless interactions across digital and assisted channels. This is a highly collaborative leadership role partnering closely with Product, Engineering, Data/Voice of Customer (VoC), CX Strategy, Marketing, and Customer Support teams.

This position also offers the opportunity to help scale the UX organization through future hiring and potential direct team leadership responsibilities.

Duties and Responsibilities:

UX Leadership & COE Development

• Help establish and evolve a new UX/UI Center of Excellence (COE), including design standards, governance, workflows, and best practices.
• Lead end-to-end UX strategy across mobile apps, web platforms, ecommerce, CRM, and customer support systems.
• Define and scale a cohesive design vision aligned to business goals, customer needs, and operational efficiency.
• Champion human-centered design principles across customer and agent experiences.
• Contribute to the development of design systems, reusable components, and scalable UX processes.
• Utilize UX/UI design tools and AI-assisted prototyping solutions to accelerate product discovery, ideation, rapid prototyping, and usability validation.
• Participate in hiring, mentoring, and potentially leading a growing team of UX/UI designers and researchers.

AI-Driven Experience Design

• Design AI-enhanced experiences including:

• Conversational AI and chat interfaces

• AI-assisted customer support workflows

• Intelligent recommendations and personalization

• Predictive support experiences

• Agent-assist tools for call center operations

• Evaluate and integrate AI-powered UX tools into the design process, including prototyping, research synthesis, workflow automation, and content generation.

• Collaborate with AI/ML teams to ensure responsible, explainable, and effective AI experiences.

Customer Experience

• Optimize direct-to-consumer journeys across:

• Product discovery

• Purchase and checkout

• Installation onboarding

• Subscription management

• Security monitoring and alerts

• Self-service support

• Improve conversion, retention, engagement, and customer satisfaction through data-informed UX decisions.

• Create frictionless omnichannel experiences across app, web, phone, and support channels.

• Partner closely with Voice of Customer (VoC) and CX Strategy teams to incorporate customer insights, behavioral trends, and experience metrics into UX decisions.

Call Center & Agent Experience

• Design operational workflows and interfaces for customer support and telecom-enabled call center agents.
• Improve agent efficiency through intuitive CRM workflows, AI-assisted guidance, and integrated communication tools.
• Reduce cognitive load and increase resolution speed through workflow optimization and service design.

Research & Insights

• Lead UX research initiatives including usability testing, journey mapping, customer interviews, and behavioral analytics.
• Translate customer insights and operational data into actionable design improvements.
• Partner with analytics, VoC, and CX teams to measure experience effectiveness and business impact.

Collaboration & Execution

• Work closely with Product Managers, Engineers, CRM teams, Marketing, Customer Support, and Business leadership.
• Facilitate workshops, design critiques, and stakeholder alignment sessions.
• Mentor and guide UX/UI designers and researchers as the COE grows.

Skills and Competencies:

• Proficiency with modern UX, collaboration, and AI-enabled design tools including Figma, Miro, enterprise generative AI platforms, AI prototyping tools, and AI-assisted research/workflow solutions.

• Proficiency with enterprise-level AI platforms and generative AI tools such as Claude Enterprise, Cowork/Design, ChatGPT Enterprise, DALL·E 3, and similar AI-assisted design, research, and productivity solutions.

• Experience leveraging AI tools for UX research synthesis, workflow automation, prototyping, content generation, ideation, and operational efficiency improvements.

• Strong communication, facilitation, and stakeholder management skills.

Minimum Qualifications:

• 7+ years of UX/Product Design experience, including leadership responsibilities.

• Experience designing for DTC digital products in technology, SaaS, telecom, ecommerce, smart home, or home security industries.

• Strong knowledge of ecommerce platforms and digital commerce ecosystems.

• Strong portfolio demonstrating:

• Complex workflows

• Consumer applications

• AI-enabled experiences

• Service or operational design

• Experience with:

• Mobile and responsive web applications

• Ecommerce ecosystems

• CRM platforms

• Contact center or telecom systems

• Deep understanding of:

• UX strategy

• Information architecture

• Interaction design

• User research

• Design systems

Preferred Qualifications:

• Experience with Salesforce.com and related CRM ecosystems.

• Experience designing AI agents or agent-assist systems.

• Knowledge of conversational design and voice experiences.

• Familiarity with contact center platforms such as Five9, Genesys, or Zendesk.

• Experience working in subscription-based or connected-device ecosystems.

• Previous experience helping establish or scale a UX practice or COE.

• Background in security technology, IoT, or smart home products.

Travel:

• Occasional travel/training may be required

• Will vary based on project scope and focus.

• Approximately 4-6 trips per year.

Additional Information:

Ideal Candidate Profile

• You are a strategic UX leader and systems thinker who thrives at the intersection of AI, customer experience, ecommerce, and operational efficiency. You are passionate about building scalable UX practices, partnering across organizations, and designing intelligent experiences that make home security simpler, safer, and more intuitive for both customers and support teams.

In the event a position is commission-based, compensation is solely based on the individual's sales volume. This applies only to commission roles.

Los Angeles Applicants: Qualified applications 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.

Philadelphia Applicants: Background checks will be conducted during the employment process. Any information will be reviewed through an individualized assessment in accordance with the Philadelphia Fair Criminal Record Screening Standards Ordinance.

ADT is an Equal Employment Opportunity (EEO) Employer. We celebrate diversity and are committed to building an inclusive team that represents a variety of backgrounds, perspectives, and skills. ADT strives to ensure every employee and applicant feels valued. Visit us at jobs.adt.com/diversity to learn more.