Title: UX Manager and Sr. UX Designer

Project Background

Verizon, a global leader in telecommunications, needed a scalable and intuitive solution to manage internal landline and wireless change initiatives ranging from business and technical processes updates and system upgrades to cross-departmental project shifts. Historically, teams were managing these changes through siloed tools, email threads, and manual tracking, which often led to miscommunication, delays, and poor visibility into progress and accountability.

The goal was to design a centralized Change Management Platform that would streamline how change requests are initiated, reviewed, approved, and implemented across the organization. The solution needed to integrate with existing workflows, adhere to strict brand and accessibility guidelines, and support multiple user roles, including stakeholders, department heads, and operational staff.

This project was a critical piece of Verizon’s internal digital transformation strategy focused on reducing operational friction, improving accountability, and fostering collaboration at scale.

As UX Manager (and later Sr. UX Designer), I played a key role in shaping this product from the ground up leading research, architecture, and design efforts while ensuring stakeholder alignment and continuity throughout the project lifecycle.

The Challenge

In large-scale enterprises, change is inevitable but managing it effectively can be a daunting task. Verizon faced a significant operational challenge: teams were relying on fragmented tools and outdated processes to manage internal change requests and initiatives. This created bottlenecks, inconsistent communication, and delays in execution.

Our mission was clear: design an intuitive, scalable, and user-friendly Change Management Platform that would help teams track, manage, and implement change with clarity and confidence.

My Role

As UX Manager, and later Sr. UX Designer, I was responsible for driving the user experience strategy, collaborating to every phase of the product’s design lifecycle with cross-functional teams, and ensuring the product delivered both business value and usability. I led research, defining strategic UX architecture, ideation, wireframing, prototyping, and testing efforts while maintaining design continuity across multiple sprints during team transitions.

A major highlight of my role was significantly improving the request creation process by reducing the time from 15–60 minutes down to just 3–7 minutes. This was achieved through streamlined user flows, intuitive UI components, and a restructured form experience that reduced complexity and cognitive load for users.

By grounding design decisions in user research and iterating through usability testing, I ensured the product remained focused on user needs and business objectives and helped transform a fragmented process into a fluid, efficient experience that drove adoption and operational efficiency.

Responsabilities:

UX Manager

  • Initialized and gathering product design and requirements, project objectives and business goals.
  • User stories tracking and generation.
  • Product design of a change management application based in bootstrap grid/framework Wireframe and prototype design using Adobe XD.
  • Followed brand and UI guidelines.
  • Heuristic evaluations, interaction, and usability testing
  • User interviews and research for business requirements
  • Created new UI Patterns and components.
  • Collaborated with cross-functional teams such as development, business development and CX.
  • Created UX architecture and user flows.
  • Agile/Scrum methodology followed in Jira and Confluence
  • User stories creation
  • Suggested new ideas for functional concepts and technical solutions.

Sr. UX Designer

  • Transferred knowledge to the new hired manager (KTI documentation).
  • Followed product design and requirements, project objectives and business goals.
  • User stories generation.
  • Followed guidelines for the creation of wireframes and prototypes.
  • Followed brand guidelines.
  • User stories tracking and generation.
  • Continued the design of the change management product.
  • Heuristic evaluations, interaction, and usability testing
  • Agile/Scrum methodology followed with Jira and Confluence
  • Continued proposing new ideas for functional concepts and technical solutions.
  • Continued with creation of user interviews and different research methodologies following the business requirements.