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.

As a Lead Experience Manager, you are part of a team charged with scouting potential partners/products/services from within Verizon (specifically Verizon Media Group - VMG) and beyond, building a diverse and dynamic pipeline, driving customer/employee/user research and feedback throughout development, piloting experiences across all channels (retail, home, .com, App, Care, Employee, Telesales, etc.), measuring and reporting on learnings, and optimizing and shepherding the top contenders for rollout across the organization at scale.

The team will also be integral in defining the future of Verizon's retail channel by working closely with the Retail Experience team on the development of experiences in Next Gen 2.0 stores and our emerging new and alternative format stores.

A Lead Experience Manager is a Product Manager who balances Business, Technology, and Design priorities to deliver brand-defining service experiences.

  • Develop and manage end-to-end customer experiences that maximize Verizon’s value proposition across all channels.
  • Work in a cross-functional team to leverage key initiatives and develop new ones, gaining alignment for new and enhanced customer journeys.
  • Define and socialize experience value propositions based upon customer insights, behavioral data, and business needs to grow and evolve Verizon’s (and our partners’) demo experiences at retail.
  • Align with cross-functional leadership to leverage key learnings and synergies in other areas of the business that could enhance the overall value proposition.
  • Generate more value from all user touchpoints and flows while removing redundant steps and enhancing the customer journey.
  • Work with business on prioritization and management of all aspects of the experience (product) roadmap through collaboration/input from other team members. Core to the role is clearly articulating the level of effort to enable and lead prioritization.
  • Provide direction and guidance, and translate business requirements and customer insights for designers, IT, operations, and other key stakeholders. This direction can include performing analysis, defining requirements/user stories, working with teams to develop solutions to meet these requirements, and to test and deliver experiences with the customer in mind.
  • Serve as a trusted advisor across teams and the business on how an experience does/could manifest throughout the retail channel.

What we’re looking for...

You are passionate about innovating and reimagining customer experiences across channels with a specific focus on how customers shop and receive service. You’re up on “the now, the new, and the next” in customer experience, and, more importantly, can translate those trends into ideas for what we should be doing to enable Verizon customers to realize the promise of a digital future through our products, services, and brand touchpoints. You are a team player, with excellent communication skills and the ability to work across multiple stakeholder groups in a matrix organization.

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.
  • Five or more years of retail and/or experience innovation with experience in developing and executing large-scale programs and experience with retail merchandising and collateral.
  • Experience developing and launching experience programs and/or partnership based programs.
  • Experience with product/service demos.
  • Experience managing, briefing, and getting exceptional work from Agency partners.
  • Ability to manage projects and build consensus across multiple teams/stakeholders.
  • Experience managing concurrent projects in a fast-based, results-driven environment with equal enthusiasm for strategic planning and tactical daily execution.

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.