MoveTheWorldForwardTogether

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.

What you’ll be doing...

We are looking for a talented CX professional to join our team. In this role you will work closely with stakeholders and other hardworking professionals to research, ideate and define experiences. You will be a proactive, great collaborator, and contribute to the strategic direction and execution of seamless customer experience in partnership with cross functional teams.

  • Identifying opportunities to reimagine and revolutionize Customer Experience across Verizon products.
  • Participating in user research and observation of user tasks, integrating these findings with business requirements to transform the users mental model into the concept.
  • Delivering service improvements to improve the customer experience across Verizon.
  • Influencing senior business and IT partners to support and deliver proposed improvements.
  • Using Net Promoter Score and other tools to measure improvements over time.
  • Collating and analyzing customer expressions of dissatisfaction and Net Promoter Score feedback, ensure that NPS increases across the organization over time.
  • Participating in Customer Experience focus group sessions with Business and IT leaders.
  • Working across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.
  • Leading the ideation of new solutions to meet customer’s changing expectations.
  • Monitoring and forecasting customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.
  • Bringing in new design thinking and innovative ideas to enhance customer experience.
  • Charting down customer journeys across various transactions and identify process gaps and opportunities.
  • Converting user stories into customer experience design.
  • Leveraging intuitive and simple user interfaces for web and mobile solutions, producing storyboards, mock ups and conceptual models

What we’re looking for...

You’re curious about new trends and technologies and the game-changing possibilities it creates. You'll research to understand the current state of customer service experiences, learn what they want, and how we can improve. What you build is new but somehow reflects exactly how people prefer to navigate. You understand and balance both the user and the business perspective. You understand and meet the needs of stakeholders and that is your strength while still maintaining your own vision and point of view. You hold the firm belief that different perspectives create the best solutions and groundbreaking new Concepts. Knowing what customers want and need, you’ll make recommendations to guide our strategy and implement new ways to make the customer experience even better.
You'll need to have:

  • Bachelor’s degree in Computer Science or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Four or more years of experience managing Business Process and Solutions.
  • Experience with UX & Experience in Design.
  • Design experience in Customer facing applications/products.
  • Experience in NPS tracking and improvements.
  • Experience in Design Thinking concepts.
  • Experience in Adobe Experience Management or Adobe Marketing Cloud or other leading CMS product knowledge.

Even better if you have one or more of the following:

  • A degree in design or Master's degree in Computer Science or relevant.
  • Strong knowledge of industry wide best practices when it comes to customer experience.
  • A strong sense of style with impeccable design fundamentals.
  • Ability to manage multiple priorities and meet tight deadlines.
  • Agile experience.
  • Training on user experience (UX) from a qualified institution (Human Factors International etc.)
  • Ability to give constructive criticism and challenge co-workers to think at their best.
  • Certification on leading UX skills & Analytics tools
  • Strong knowledge in industry leading CXM Platform (AEM,Medillia,Glassbox etc.)