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...

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 customers’ needs, drive business objectives, and maximize technology capabilities.

The Customer Experience organization has built a centralized product management practice across all customer touchpoints to deliver a One Verizon experience. The organization is a key enabler to becoming number one in NPS, driving customer loyalty, and satisfaction. Our winning strategy is to deliver a customer-first, digitally-enabled experience. This organization is uniquely positioned, owning the E2E customer journey for Verizon.

We’re looking for a growth-oriented professional to bring passion, creativity, and innovation to the CX Messaging Team. As the Experience Management Senior Manager, you will be a critical driver of the work to enhance customer experiences through seamless and orchestrated communications. You will work with internal partners to govern and facilitate cohesive messaging experiences seamlessly integrated across channels, touchpoints, and customer activities. In close collaboration with internal partners, you will be responsible for understanding the customer’s journey, communication touchpoints, messaging strategies, analyzing data, determining drivers of change, and identifying opportunities to manage the end-to-end customer communication experience. You’ll build out the strategic vision and partner with internal teams including GTS, CX design, Capabilities, NBx/SOI, product marketing, journey, and digital teams to create experience-driven solutions. This is a unique role to work within a dynamic group that is defining the future of engaging with our customers.

• Developing communication blueprints and analyzing E2E messaging flows to help inform and optimize ways to engage with our customers.

• Build, map, and analyze customer journeys, identifying gaps and stakeholdering teams for implementing recommendations.

• Drive transformation prioritization by partnering with Digital and GTS teams, incorporating customer data and business insights.

• Partner closely with Marketing and Transactional communication teams to drive communication optimization opportunities, defect management, and overall communications governance.

• Developing a customer-first experience strategy by working across a cross-functional team in design thinking and brainstorming exercises to influence CX comms strategy.

• Partnering with channel, journey, plans, and product teams to help connect messaging experiences across digital and assisted channels including voice, bot, app, .com, email, messaging platforms, and in-store.

• Determining how messaging inventories, outbound and inbound, can be solutioned to be triggered by personalization opportunities.

• Analyzing customer behavior, data, voice of the customer, and call volume data to identify opportunities to improve messaging experiences.

• Creating leadership summaries and presentations.

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 experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience in customer experience, marketing, customer communications, personalized communication platforms, strategy planning, customer service, and/or customer insights.

• Willingness to travel.

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

• Working knowledge of Adobe, Pega, OneMessage, LiveEngage, Vision, Thoughtspot, and VOC tools.

• Knowledge of the tenets of segmentation and personalization capabilities to consider highly personalized experiences.

• Understanding of customer communications in outbound and inbound channels.

• Ability to thrive in an ambiguous environment and collaborate across teams.

• Foundational understanding of messaging flows, platforms, and capabilities.

• Project/program management experience.

• Experience working in an Agile environment.

• Independent thinking, Design Thinking, collaboration, and partnership skills.

• Decision-making, analytical skills, and organizational skills.

• Ability to quickly understand journey mapping techniques, technology platforms, and internal systems.

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 a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

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. 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.