What you’ll be doing...

The Omni organization is building a centralized product management practice across all customer touch points to deliver a One Verizon experience. The organization will be a key enabler to delivering the business plan by driving transformation.

Our winning strategy is to deliver a customer first, digitally enabled experience. This organization is uniquely positioned, owning the E2E customer journey for Verizon. This enables an intelligent, connected, customer centric ecosystem. We are passionate about delivering delightful digital first experiences to our customer across their lifecycle.

This role will work with internal partners to reimagine the customer lifecycle experience in an omni-channel environment and be responsible for understanding the customer’s journey, analyzing existing data, determining drivers of change, and facilitating opportunities to grow based upon the data. Based on the identified opportunities, you’ll build out the strategic vision and partner with Engineering & UX Design to create a product solution. The ideal candidate will help this newly formed organization meet its overall objectives and goals. This is a unique role to work within a dynamic group that is defining the future of omni-channel customer experience inside of a Fortune 16 business.

Responsibilities:

  • Develop a digital-first strategy and roadmap to transform customer journey pain points into best in class, customer centric experiences that bridge the digital and physical environments.
  • Analyze customer behavior data to identify insights on performance and identify a tactical plan to execute.
  • Analyze E2E flows and identify areas for enhancement.
  • Convert strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.
  • Partner with Engineering to size and assign user stories to sprint.
  • Monitor development teams to ensure the sprint timelines are met and the functionality built satisfies all acceptance criteria.
  • Maximize efficiency in a constantly evolving environment where the process is fluid and creative solutions are the norm.
  • Act as a fierce customer experience advocate leading culture initiatives to embed design thinking and a channel agnostic mentality within the organization.
  • Establish shared vision across the company by building consensus on priorities leading to product roadmap and execution.
  • Provide expertise and leadership across internal teams including internal Digital Operations, Engineering, UX Design, Marketing and other organizations.
  • Effectively communicate objectives, data analysis, and solutions to both executives and working team members.
  • Monitor performance of the solution / program against identified targets and impact to KPI's.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Five or more years of experience in customer experience or omni-channel lifecycle management.
  • Willingness to travel up to 25%.

Even better if you have:

  • Master’s degree or MBA or other relevant field.
  • Technology thought leader and highly knowledgeable of industry agnostic, best in class product management trends and practices.
  • Experience working in a large, diverse company where implementing change requires efficient communication and dynamic thinking.
  • Ability to partner with other teams and persuasively advocate for the best customer experience.
  • Excellent written and verbal communication skills.
  • Sense of urgency around deadlines.

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.