Support

Support roles are critical to the success of every function at Verizon. Enjoy the challenge of bringing organization and efficiency to a variety of global, cross-functional projects.

Responsibilities

Customer Engagement Digital Strategy Lead

The Customer Engagement Strategy Lead will have accountability for the creation of Customer Engagement technology strategies, developing supporting solution architecture and technology roadmap, as well as managing the related portfolio of development & enhancement (IT) work within the Consumer & Mass Business wireline organization (Verizon FiOS, High-Speed Internet, and voice services).    The incumbent must be able to work with limited guidance, analyze data, translate insights from analytics and market research into action, and develop comprehensive solutions to complex business problems.   In this capacity, the candidate will lead multiple cross-functional business teams to identify requirements / opportunities, develop associated designs, gain buy-in from stakeholders / executive groups, and will act as the liaison between the business and IT in developing solution architecture, and conducting platform technology evaluations.

 The Customer Engagement Strategy Lead will develop and own the strategic plan, leverage data and analytics to support the strategies and focus on user experience in the digital space as well as within Contact Centers.  They will be responsible for l strategy development, creation and on-going maintenance of technology associated technology roadmap, business case development, solution evaluation and selection, and managing of development & enhancement portfolio. 

Qualifications

  • Minimum Bachelor’s Degree, MBA preferred
  • 5-7 years’ experience in a consulting and/or agency capacity developing and implementing large-scale solutions that include customer engagement/focused technology strategy and future state architecture design across digital (mobile, .com, voice portal) and contact center channels
  • Strategy - Lead Digital strategy development that balances customer experience / effort reduction while optimizing profitability and drives improved utilization of self-service
  • Technology Roadmap - Ability to create and clearly articulate at an enterprise-level the multi-year/generational technology roadmap and solution architecture to transform customer and contact center agent experience, self-service, and meet business and technology vision and goals. 
  • Solution Evaluation & Selection – Perform evaluation of technology platforms in partnership with IT and other business stakeholders utilizing proven tools/methodologies including the comparison of internal build capabilities vs. external buy solutions against business requirements  
  • Business Case Analysis – Perform comprehensive financial analysis illustrating the costs, benefits and ROI of all technology / IT development work
  • Portfolio Management – Coordinate all technology development initiatives within the Customer Engagement organization to ensure alignment across / between initiatives with the overall strategy / roadmap as well as to ensure work remains prioritized at the top level of the business for each targeted release.   Prior experience with agile development.
  • Process Focus – Strong understanding of process design and the inter-relationship between process and the development of technology solutions.   Lean Six Sigma Certification is preferred.  
  • Business / Industry Trends – Ability to articulate marketplace trends within or outside of current industry and assess application/implication to work
  • Project / Program Implementation – Experience managing the full lifecycle of large-scale programs/projects  
  • Experience in managing teams  
  • Proven ability to manage cross functional teams across all levels of the organization
  • Outstanding analytical skills and problem solving skills and proven track record of utilizing insights from data coupled with Voice-of-the-Customer and Voice-of-the-Employee to drive design efforts
  • Demonstrated collaborative and consensus building strengths
  • Ability To Develop And Present Executive-Level PowerPoint Presentations
  • Strong leadership and proven ability to drive results and positively influence change
  • Successful influential leader capable of motivating others within a non-direct reporting structure to execute change
  • Proven creative problem solver with ability to work effectively in a hyper-changing environment

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.