When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

Diversity and Inclusion at Verizon

At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

What you’ll be doing...

As an Associate Digital Product Owner - CX your goal is to own and drive the customer and digital experience of our customers on our business self-service portal, Verizon Enterprise Center (VEC). You’ll conduct user and market research, understand the customer needs, define product and customer requirements, build a robust roadmap, ideate iteratively, and deliver outcomes that drive adoption and usage of VEC. Your aim is to understand and balance the needs of the business and the digital audience. You will analyze business operations and processes, identify business needs and opportunities and will draw up plans to make strategic use of the available opportunities. You will interact with various IT professionals, business stakeholders, system architects and subject matter experts to help produce actionable results. You hold the firm belief that different perspectives create the best solutions and groundbreaking new designs. As a member of the VEC team, you will be responsible for charting down customer journeys across various transactions and identify process gaps, opportunities, as well as KPIs to measure success. You understand and balance both the user and the business perspective.

  • Shape and implement the overall strategy, execution and management of the digital onboarding journey of our customer to drive VEC adoption.
  • Manage the registration and access flow experience for the VEC.
  • Ideate and build new features, while optimizing digital capabilities leveraging design thinking to enhance our customer experience.
  • Work collaboratively with design and development teams to gather metrics and feedback to monitor and measure customer experience using various tools such as Tableau, Data Analytics, Glass box and Adobe Analytics to identify pain points, performance, and conduct root cause analyses.
  • Partner with cross-functional teams during the development and implementation of key digital solutions that cross multiple channels.
  • Oversee multiple, simultaneous digital/technical work streams, liaising with other teams for planning, knowledge management and standards development that can support scalability and efficiency.
  • Drive continual evolution and enhancement of the digital customer experience.
  • Create and maintain project timelines to ensure implementation tasks are complete and critical milestones are met.
  • Organize and participate in Customer Experience focus group sessions with internal and external stakeholders to continually identify opportunities to improve customer experience.
  • Partner with the Analytics Architecture team to develop reporting methodologies and visualizations to drive deeper insights to performance and future product enhancements.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience with product ownership and/orprogram management focused on Userexperience.
  • Willingness to travel.

Even Better if you have:

  • Experience doing a “dive deep” and using data to prioritize a roadmap as well as validate completed projects.
  • Defining product requirements, stories and personas.
  • Experience with Design thinking and Journey Mapping.
  • Experience facilitating and leading JAD sessions with business users to capture business requirements.
  • Experience gathering and prioritizing end-user requirements by conducting interviews through JAD sessions.
  • Experience identifying KPIs and business objectives to drive higher ROI through ease-of-use and optimal work flows.
  • Strong written and verbal communication skills including experience giving presentations.
  • Experience writing agile user stories for requirements.
  • Experience with Jira, Confluence, G-Suite as well as Agile methodologies.

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.