What you’ll be doing...

Verizon’s Customer Experience organization has an opening for a role designed to help transform the way Omni-channels operate to drive improved business performance while exceeding customer experience expectations.

The role will reimagine the customer experience and enable the sales, service and digital channels through enabling technologies including Salesforce.com, Pega, Adobe among others. This leader will manage a team of product owners and business analyst to strategize, design and help deliver against our customer experience goals.

  • Work closely with the Customer Experience Platform (CXP) Director and stakeholders to drive the Consumer Omni-Channel CXP program strategy, and develop three, six and twelve month roadmaps.
  • Overall CXP product owner and key functional architect driving more strategic, insightful and advanced features and analytics.
  • Ensure the overall integrity of the system architecture and performance by working closely with our System Integrator, vendor, GTS, BT and Design partners.
  • Manage CXP functional evolution through monthly feature releases and sprints, engaging the channel solutions specialists to ensure field feedback is incorporated into new features and adoption plans.
  • Manage ROI and program KPI analytics.
  • Work on new platform capabilities (AI, Decisioning, Chat, Marketing Cloud, Machine Learning etc.) and launching out to new omni-channels.

What we’re looking for...

You are flexible, organized and able to handle competing priorities. You have logic based decision making and can work collaboratively and cross-functionally as part of a team as well as independently. You have strong verbal and written communication skills and can communicate at all levels of the organization including senior management.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if you have:

  • A degree in Marketing, Business, IT or Master’s degree.
  • Eight or more years of experience managing processes and business requirements.
  • Eight or more years of experience driving transformational business improvement programs.
  • Eight or more years of experience managing partner relationships and teams.
  • Experience managing large business system implementations.
  • Developing business cases.
  • Experience managing and leveraging supplier relationships.
  • Experience developing insights from analytics, creating communications.

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.