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.

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. If you’re fueled by purpose, and powered by persistence, explore a career with us.

The Verizon Value Organization is Verizon’s portfolio of prepaid brands: Verizon Prepaid, Visible, Total By Verizon, Straight talk, Tracfone and more – serving millions of customers through multiple channels. Our mission in the Value Organization is to build a better-connected world through accessible, quality wireless for all.

This role is within the Value Digital / Customer Experience team where we create and improve digitally-led experiences for our customers, striving for reliable, simple, exceptional world-class journeys.

About this role

The Senior Manager, Lead Experience Manager leads a team responsible for developing, identifying and implementing strategies to drive growth, increase revenue, reduce cost and improve experiences for customers. Your job will involve understanding our customer needs and stakeholders while creating strategies and leading our team to implement exceptional experiences across the customer lifecycle, which includes the Shopping, Onboarding and Managing customer journeys. This role will be leading an experience area under the direction of the Senior Manager - Experience Management as part of the Onboarding & Support Journey. This role lets you use your full expertise for strategic leadership and mentoring. Join us in redefining customer journeys that sets a new standard for customer experience.

What you’ll be doing…

The Senior Manager, Lead Experience Manager is responsible for developing, identifying and implementing strategies to drive growth, increase revenue, reduce cost and improve experiences for customers.

• 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.

• Building workflow models and develop autonomous processes to increase speed to market.

• Providing expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, Experience Design, Marketing and Channel partners.

• Converting strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.

• Organizing feature backlog to optimize delivery in alignment with business priorities across teams.

• Developing reports that provide an overview of the experience performance.

• User story and acceptance criteria structure and mentoring.

• Understanding of the process for releasing products, stakeholders and negotiation with key partners in order to provide the best outcome considering business constraints.

• Supporting compliance attestation.

What we’re looking for…

You’ll need to have:

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

• Six or more years of relevant work experience.

• Demonstrated leadership of Experience Teams in framing and solving challenging problems on multiple programs or shipped products with a large user base.

• Proven record of implementation of innovative efforts to improve experience from concept to execution.

• Experience with agile methodology and tools.

• Willingness to travel up to 10%.

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

• A degree in CX Management

• Ability to digest and translate complex technical requirements into intuitive experiences.

• Portfolio examples of enterprise applications.

• Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.

• Experience with Smart Sheets and/or Google Suite.

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.