Experience Management - Senior Manager

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

As an Experience Management Senior Manager on the Journey/Strategy team, you will be tasked with building the future state of account experience for our organization. You will be working on a team tasked with identifying journeys that negatively impact the customer experience, prioritizing delivery based on size and scope, and facilitating decisions in an intensive cross channel environment. Your role will be to build the strategy for the accounts experience and deciding the impact for digital and/or assisted channels. Your responsibilities include:

• Collaborating across channels to build a strong strategy within Accounts Experience Management.

• Assisting in building the future roadmap for account experience by consuming CMI and market analysis report.

• Opportunity sizing, create vision, conceptualize based on opportunities and gaps identified, validate with design, legal teams etc.

• Prioritizing the roadmap and execution plan.

• Guiding and working with delivery and execution of the strategy.

• Working closely with leadership on strategic bodies of work on a weekly basis to uncover and solve problems within the organization.

• Leveraging current state activity blue prints to help Identify process gaps and make recommendations for improvements.

• Spearheading and delivering complex reports & scorecards to track and evaluate the effectiveness and efficiency of CX processes in driving organizational priorities.

Where you'll be working...
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or six or more years of work experience.

• Six or more years of relevant work experience.

• Experience leading a team.

• General interest & curiosity in the CX Strategy and account experience space

• Knowledge of platforms and ecosystems and/or automation.

• Data Driven Decision Making Capabilities

• Excellent communication skills, both written and verbal

• Experience in journey mapping, design thinking, and service design.

• Experience in the telecom industry, e-commerce, or customer experience domains

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

• Operational or Business Intelligence experience.

• Agile certification and/or experience working in an Agile environment.

• Experience with project management.

• Experience with SQL.

• Knowledge of industry wide best practices when it comes to customer experience.

• Ability to give constructive criticism and challenge co-workers to think at their best.

• Data Driven Decision Making Capabilities

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. 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.