Head of Product Design & Research

This is a People Leader role. The incumbent must be based in Atlanta, GA and work a hybrid work schedule.

Digital products play a central role in how we create value for customers, support the teams who serve them, and shape the consumer experience. Our product organization brings together small, empowered teams that move with clarity, speed, and purpose, enabling digital to be a meaningful source of advantage across our operating unit.

Our work touches on the experiences that keep the business running, including customer journeys, service delivery, sales execution, and the platforms that connect them. We are raising our standards for product, design, and engineering craft, deepening our connection to users, and rebuilding the systems that power these experiences end to end.

We are expanding our in-house design and research practice. This team will turn complex workflows into simple, coherent, human experiences. Designers will work side-by-side with Product and Engineering to shape how our ecosystem looks, feels, and works. If you want to help build this practice and define our experience vision from day one, we would love to meet you.

About the Role

The Head of Product Design & Research will build and lead our design practice. You will set the vision for how our products should work, feel, and flow, and you will hire and grow the team that brings this vision to life. You will create the systems, standards, and ways of working that embed design and research into every empowered product team.

You are a hands-on design leader who can move easily between high-level experience architecture, thoughtful critique, and rapid prototyping. You help teams see around corners, use user insight to shape strategy, and bring clarity to complex spaces. You believe great products come from tight collaboration, continuous learning, and strong design judgment.

You will also guide how we use AI as a creative accelerant, opening new possibilities while maintaining high standards of craft and integrity.

Responsibilities

Build and Lead the Design and Research Organization

Build an in-house design practice from the ground up, including hiring the founding designers and researchers

Define expectations, rituals, and ways of working within empowered product teams

Create a culture of critique, curiosity, and craft excellence

Set the Experience Vision

Establish the north star for digital and service experiences

Champion simplicity, coherence, and usability across the portfolio

Shape principles and patterns that guide teams toward high-quality work

Integrate Design and Research into Discovery

Make research a continuous practice

Promote rapid prototyping and frequent user testing

Use insight, narrative, and prototyping to influence product direction

Own the Design System and Experience Architecture

Build a scalable design system that accelerates delivery and improves consistency

Define cross-product frameworks and shared UI patterns

Reduce fragmentation across journeys and surfaces

Champion Holistic, Multi-Touchpoint Design