What you’ll be doing...

The Customer Experience Strategy Manager (CXSM) will work with functional unit leaders at the highest levels within the Verizon Consumer organization to execute on a wide variety of strategic and transformative projects.

The CXSM will work either individually or with other CXSMs in a larger project team structure to deliver on the business results and customer experience. The CXSM may be asked to craft customer experience strategies and/or drive customer experience projects, or conduct analytics across one or more Verizon Consumer Group functional units. The CXSM will get to frame the initiative scope and strategy.

Responsibilities

  • Research, analyze, and compare competitive landscape, leading practices, and drivers in Customer Experience (CX) in telecom, retail, and other industries, including CX macro trends.
  • Assess companies operating in the CX space and conduct partnership discussions and business development activities, as needed, to drive those ideas within Verizon.
  • Provide fact-based recommendations to Executive and Senior Management to improve Verizon's CX position.
  • Identify risks and gaps in current NPS trajectory and develop strategies to bridge the gap and de-risk the plan.
  • Understand the impact on key metrics and outcomes and make recommendations to change course, as needed.
  • Work with outside vendors, consulting partners, and thought partners to identify new CX improvement/transformation ideas and include the ideas into the CX Strategic Plan.
  • Provide proactive and engaged leadership on key programs and projects designed to increase Net Promoter Score (NPS) while maximizing revenue, reducing expenses, enhancing business efficiency, and improving the customer experience.
  • Lead conception, scope definition of various types of Customer Experience strategic and operational transformation initiatives, ranging from Corporate and Operational Strategy to Process Improvement.
  • Continually identify opportunities to improve the customer experience by challenging all processes that impact customers and be a conduct of the Voice of the Customer (VOC).
  • Constructively and continually challenge organizational norms and look for creative solutions to deliver tangible improvements by acting as an effective change agent utilizing proper stakeholder analysis and change management techniques.
  • Working with the Director and/or Senior Manager of Customer Experience Strategy, and leaders in wireline business units, provide effective leadership for the initiatives under analysis and execution.
  • Provide effective project leadership for large Consumer CX strategic initiatives. Provide senior leadership and functional unit management with updates on project status, key metrics, issues, and risks.
  • Proactively anticipate and work towards mitigating risks to project execution or stakeholder engagement.
  • Understand and analyze various drivers impacting key metrics and outcomes and provide fact-based recommendations to the stakeholders.
  • Be a liaison between functional units on projects that have a multi-organization or business unit scope.
  • Support others by providing just in time coaching on Customer Experience.

What we’re looking for...

You have demonstrated competency in strategic thinking that results in new ideas that drive the business forward. You have excellent verbal and written communication skills and are comfortable in working up and across the organization. You also have the ability to drive results at all levels, regardless of reporting structures, and are able to work with ambiguous business problems.

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:

  • Bachelor’s degree in business, marketing, economics or a related technical discipline.
  • Experience in Strategy, Marketing, Customer Experience, CX/UX Design, Advertising, Retail, Distribution, Behavioral Economics, or Business Transformation. Like in a high-tech, media, cable, or telecom company.
  • Experience working in a tier-1 management consulting organization or top ten advertising agency supporting clients in high-tech, media, cable, or telecom industries.
  • Experience in Design Thinking.
  • Quantitative and analytical skills, including the ability to conduct outside/inside research, analyze data (statistics), and use MS Excel effectively to develop models and drive analyses.
  • Presentation skills, including the ability to create presentations using MS PowerPoint and experience presenting to all levels of an organization.
  • Experience managing multiple simultaneous projects on time and budget.
  • Facilitation, change management, and problem-solving experience.

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.