Experience Specialist

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...

We are looking for a talented data driven Customer experience professional to join our team. In this role you will work closely with partners and other talented professionals to research, ideate and define experiences based on data exploration & insights. You will be a 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 and integrating these findings with business requirements to transform the users mental model into the concept.

• 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.

• Delivering service improvements to improve the customer experience across Verizon.

• Bringing in new design thinking and innovative ideas to enhance customer experience.

• Charting down customer journeys across various transactions and identifying process gaps and opportunities.

• Converting user stories into customer experience design.

• Performing regular, ongoing analysis of sales, products and services, KPIs as well as complex, strategic and analytical projects to evaluate and make recommendations around growth, revenue, and profitability initiatives and opportunities.

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’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 partners 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 with two or more years of work experience.

• Two or more years of relevant work experience.

• Proficiency in GCP, Teradata & Big query.

• Experience in NPS tracking and improvements.

• Experience in Design Thinking concepts.

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.

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.