What you’ll be doing...

The Verizon Fios Digital team is undergoing a major transformation, paving the way towards an industry leading customer centric strategy focused on rapidly evolving our business for a digital-first future. We are seeking strategic thinkers, thought leaders, and highly motivated risk takers who are not afraid to innovate around our customer’s needs, drive business objectives and maximize technology capabilities towards re-defining the path of a Fortune 15 company in the digital age. Our organization is uniquely positioned to impact the end to end customer journey, and we are looking for candidates who are laser focused on disrupting the status quo and delivering seamless, meaningful experiences to millions of consumers to evolve our business.

About this role

This role will be responsible for driving digital engagement, defining the digital growth strategy and tactics to drive adoption for the areas of account management, authentication and digital self service.

You will be responsible for communicating the strategy and tactics to both internal and external audiences.

Position Responsibilities

  • Identify digital optimization opportunities across verizon.com, using data analysis, Adobe Analytics, voice of the customer, and knowledge of digital best-practices

  • Work with director and senior manager to create digital engagement team’s strategy around digital adoption and call volume reduction

  • Consistently evaluate performance through Adobe Analytics and other analytics systems to identify and analyze trends, gaps/spikes/anomalies, key drivers, and opportunities for identifying best practices to drive results

  • Work with partner groups to understand digital’s opportunity to reduce customer calls

  • Research and present best practices for digital engagement and perform competitive analysis to identify gaps in Verizon’s experience

  • Work with partners to create digital experience solutions for identified customer pain points / high call volume areas

  • Creating and maintaining a premium Self Serve experience on behalf of our Customers.

What we’re looking for...

Required Skills & Experience

  • Bachelor's degree

  • 4-6 years of related work experience

  • Experience working in digital with a advanced understanding of digital concepts and solutions

  • Advanced Powerpoint and Google Docs skills

  • Keen interest in digital trends and understanding of digital best practices

  • An analytical mindset, able to break down large problems, develop approaches and solutions, even under constraints of partial or ambiguous information. Provide robust, objective and data-justified conclusions

  • Ability to establish and articulate a vision, set goals, develop and execute strategy, as well as measure track performance results.

  • Strong leadership and proven ability to drive results, positively influence change, and motivate others within a non-direct reporting structure to take action/execute.

  • Strategic and analytical thinker who can collect and analyze data to make appropriate process/business decisions/recommendations

  • Results oriented, strong sense of urgency, proactive and flexible

  • Work collaboratively and cross-functionally as part of a team as well as independently

  • Self-starter that learns and adapts quickly to new systems and processes

  • Proven creative problem solver with ability to work effectively in a fast changing environment

Desired Skills:

  • Masters Degree

  • Work experience in an Agile environment, and developing detailed business cases

  • Past experience working in or managing a Customer Care Center

  • Experience building/managing an account management digital platform

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.