What you’ll be doing...

The Verizon Experience Team is a new internal group tasked with evolving the Verizon customer experience across all channels and touchpoints through the design and implementation of innovative products and services that customers love.

You must love retail. From pop-ups to in-store technology to new ways of shopping, you are someone who has an obsession with retail - from products to formats, from services to partnerships - you consistently champion the customer experience and will explore and execute new ways to bring experiences to life that are intuitive, personal, and uniquely Verizon.

You will lead the Retail Experience team in the strategy, development, execution, and evaluation of experiences across Verizon's retail ecosystem. You will be responsible for holistic customer experiences within our existing retail stores (including 5G, device launches, pricing programs, co-branded efforts, and more); the evolution of our current retail formats (Next Gen, Smart, etc.); the development, execution, piloting, and roll-out of new/alternative retail formats (Express Stores, Destination Stores, Innovation Stores, alternate formats, etc.); represent end-to-end omnichannel customer journeys in physical retail and drive omnichannel messaging of retail initiatives; and the strategic development and execution of the future of Verizon retail (Next Gen 2.0).

You will stand up as the Subject Matter Expert on Retail Experience with acute awareness of the broader market for any retail/customer experience trends as well as pain points and expectations. This role sets the strategic vision and roadmap for our retail experiences and represents the omnichannel discipline and perspective to leadership and senior management.

A Customer Experience Director is a Product Manager who balances Business, Technology, and Design priorities to deliver brand-defining service experiences. One in three Americans use Verizon, so your work will have meaningful impact at massive scale. Work will span the delivery process, from identifying customer needs, to defining the experiences, to ensuring successful launch and ongoing enhancements. You will lead an integrated team that represents the customer, the business, and the development teams. You'll also play a key role in championing customer-centered design within the organization and building relationships between key teams to orchestrate best-in-class experiences. The ideal candidate will be a team player, with excellent communication skills and the ability to work across multiple stakeholder groups in a matrix organization. You will be responsible for building retail experiences that enable Verizon customers to realize the promise of a digital future through our products, services, and brand touchpoints.

Key Responsibilities:

Define and deliver end-to-end customer experiences that maximize Verizon’s value proposition in the retail channel. Lead across cross-functional executives to leverage key initiatives and develop new ones, gaining alignment for new and enhanced customer journeys that will best reflect Verizon’s relevant assets at every touchpoint.

  • Direct a team of product/experience managers who deliver innovative customer experiences via retail stores (legacy, evolutions, and alternate formats, as well as indirect and national partners), device launches, service offerings, and co-branded programs
  • Communicate a well-informed vision and outline the strategy for execution; responsible for all end-to-end customer experience across all retail touchpoints
  • Stand up as a Subject Matter Expert with acute awareness of the broader market for any retail/customer experience trends as well as pain points and expectations
  • Represent and drive the omni-channel discipline and perspective at C-level and senior management meetings
  • Define roadmaps and secure business prioritization and all partnership necessary for execution
  • Detail and communicate all business requirements and customer insights for designers, IT, Ops, digital, and other key stakeholders. Create cohesive plans for performance analysis, defining requirements/user stories, working with teams to develop solutions to meet those requirements, and to test and deliver experiences with the customer in mind

What we’re looking for...

  • BA/BS degree required, masters/advanced degree preferred
  • 10+ years in retail development and/or product management overall
  • Experience defining and driving the vision of experience programs and/or partnership based programs a plus
  • A track record of gaining the trust and respect of others to build and lead world-class teams in transformational and high growth environments
  • Strong analytical skills, with ability to interpret data and trends, diagnose problems, and recommend action plans to resolve issues
  • Comfort managing concurrent projects in a fast-based, results-driven environment with equal enthusiasm for high-level strategic planning and tactical daily execution
  • Ability to work out of the Basking Ridge, NJ or 140 West St., NYC offices with some travel to other retail locations

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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.