What you’ll be doing...

Verizon 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. This role will be focused on working cross functionally to define moments that matter to the customer and then building the end to end customer experience.

  • Put the customer at the center of everything you do to create a compelling and consistent experience across channels, especially in moments that matter (i.e. sales, service and support, loyalty, etc).
  • Utilize customer focus groups, usability studies, workshops, industry best practices, and customer calibration calls to continuously define and optimize the moments that matter.
  • Help align the communications experience across multiple touch points (digital, physical, etc.) to ensure consistency from across the lifecycle of the customer XP.
  • Ensure that all solutions are delivered in a customer centric, digital first, omni channel manner.
  • Partner with business transformation, design, and IT to define “north star” experiences for key customer journeys and translate customer pain points into simple, customer centric, transformative product across channels.
  • Drive efficiencies by influencing new initiatives and key processes to maximize self-serve (online, apps, social media, TV) and deflect calls.
  • Lead new product launches and product re-designs for optimal customer experiences.

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.
  • Willingness to travel.

Even better if you have:

  • Master’s degree or MBA.
  • Five or more years’ experience in customer experience or Omni-channel lifecycle management
  • Strong collaboration and partnership skills.
  • Experience working with a service provider (i.e. phone, cable, Internet, insurance, etc.)
  • Experience working in a large, diverse company where implementing change requires efficient communication and dynamic thinking.
  • Understands the tenets of segmentation and personalization capabilities to consider highly personalized experiences.
  • Experience with analytic tools (i.e. Adobe Omniture suites) with working knowledge of how to self-serve and pull relevant data.
  • Excellent written and verbal communication skills.
  • Sense of urgency around deadlines.
  • Ability to prioritize and know when to escalate issues.

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.