Sr Experience Specialist

Job Description

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

Join Verizon as we continue to expand our industry-leading network to improve the ways people, businesses, and things connect. We are seeking strategic thinkers, thought leaders, and highly motivated risk takers who are not afraid to innovate around our customer’s needs, drive business objectives and maximize technology capabilities. The Omnichannel Customer Experience organization is building a centralized product management practice across all customer touch points to deliver a One Verizon experience. The organization will be a key enabler to delivering the business plan by driving transformation. Our winning strategy is to deliver a customer first, digitally enabled experience. This organization is uniquely positioned, owning the E2E customer journey for Verizon.
This position will work with multiple teams consisting of developers, subject matter experts and stakeholders to convert business requirements, process flows, use cases and supporting integration into a fully functional application that meet customers’ needs. You will look to reimagine the customer conversational communication experience in an Omni-channel environment and be responsible for understanding the customer’s journey, analyzing existing data, determining drivers of change, and facilitating opportunities to grow based upon the data. Based on the identified opportunities, you’ll help deliver the collection of experiences to help customers self-guide through their post transaction journey experience through various communication channels. You will partner with teams, including journey teams, platform teams, and GTS teams to create and enhance product solutions. You will help the CX organization meet its overall objectives and goals. This is a unique role to work within a dynamic group that is defining the future of Omni-channel customer experience.

• Developing a customer first strategy and roadmap to transform ‘core initiatives’ into best in class user experiences.
• Analyzing customer behavior data to identify insights on performance and opportunities.
• Analyzing E2E messaging flows and identifying areas for enhancement.
• Building workflow models and developing autonomous processes to increase speed to market.
• Identifying user journey and NBX(next best action) interaction points.
• Determining how messaging inventories, outbound and inbound, can be solutioned to leverage personalization opportunities.
• Providing expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, UX Design, Marketing and Channel partners.
• Converting strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.
• Identifying KPIs and measurements to bring success to life through product performance reviews.

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 in customer experience, product management or Omni-channel lifecycle management.

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

• MBA or other relevant Master’s degree.
• Pega systems knowledge.
• Agile certification and/or experience working in an Agile environment.
• Experience with Product Development/Management tools (Jira/Confluence).
• Knowledge of digital, retail and/or call center processes and customer experience.
• Knowledge of the tenets of segmentation and personalization capabilities to consider highly personalized experiences.
• Independent thinking, collaboration and partnership skills.