Experience Specialist II

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 around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

What you’ll be doing:

Verizon is actively searching for a Senior Experience Specialist- Customer experience Insights to join our Digital team. This position requires a background in understanding and measuring web and mobile customer journeys, and thorough knowledge of digital practices - both technical and business. The qualified candidate will manage the identification and timely resolution of production issues through the repeated analysis of customer data and feedback from multiple sources.

• Reviewing and prioritizing customer feedback from various sources (Voice of the Customer, chat transcripts, customer call transcripts, executive escalations, etc.).

• Leveraging Customer Experience tools (Medallia, Glassbox,Tealeaf etc.) and data analysis to translate customer issues to business impact across the digital customer base; work with broader teams for root cause and resolution.

• Driving a matrixed team comprised of business users, developers, and other technology partners outside of your direct team, across a broad range of business functions, and at all levels of the organization.

• Following issues along a technical and/or business process workflow to define, analyze, and solve a problem.

• Generating daily/weekly/monthly reports that showcase prioritization of identified issues, the average time to close rate, breakdown of overall severity, impact to the business, etc.

• Assisting in defining and driving the platform and strategy for Digital Customer Experience tools (e.g. Tealeaf, Glassbox, Content Square etc.)

• Leveraging Customer Experience tools to build and develop reports, funnels and dashboards to track key business KPIs, errors, and areas of customer struggle.

• Serving as a Customer Experience tool SME to both train and assist business partners to drive tool adoption

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 are a demonstrated leader who can effectively own and prioritize multiple work streams as well as to adapt during sometimes pressured situations. You display initiative and resourcefulness in achieving goals, but are also comfortable brainstorming and sharing ideas in a team environment. You will have excellent communication skills with the ability to speak effectively to both internal and external stakeholders. You are able to partner across multiple business, engineering and product teams.

You'll need to ave:

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

• Knowledge of web technologies, including Javascript frameworks, JSON, CSS, and HTML

• Experience building events, reports, dashboards in Customer Experience tools (e.g. Tealeaf, Glassbox, Content Square, Quantum Metric, UserReplay). Glassbox experience

• Four or more years working in the digital space with knowledge of website and mobile customer journeys

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

• Bachelor’s degree in Computer Science or related discipline.

• Ability to conduct code stack execution analysis in Application, Performance Management tools such as Dynatrace and New Relic

• Knowledge of digital platforms and tools, including Adobe Experience Manager, Adobe Target, Dynatrace, New Relic, Medallia, Opinionlab, etc.

• Ability to relate technical issues to business impact (and vice versa); drive needed results

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.