Experience Specialist II (INTL)

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 Experience Specialist, Agent Desktop supports 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 supporting strategies as part of a team to implement exceptional experiences across the customer lifecycle, which includes the Shopping, Onboarding and Managing customer journeys. This role will be supporting an experience area under the direction of the Senior Manager - Experience Management as part of the Onboarding & Support

Journey. Join us in redefining customer journeys that sets a new standard for customer experience.

What you’ll be doing…

The Experience Specialist is responsible for researching, ideating and defining user experiences. Uses knowledge of customers to develop new tools and products.

• Identifying opportunities to reimagine and revolutionize Customer Experience across Verizon products.

• Participating in user research and observation of user tasks, integrating these findings with business requirements to transform the user’s mental model into the concept.

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

• Influencing business and technology partners to support and deliver proposed improvements.

• Uses Journey Net Promoter Score and other metrics to measure improvements over time.

• Participating in Customer Experience focus group sessions with Business, Designers and Technology leaders.

• Working across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.

• 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.

• Understanding customer journeys across various transactions and identifies process gaps and opportunities.

• Backlog management.

• Requirements prioritization.

• User story review and acceptance criteria writing.

• Supporting test plan design for experience functionality.

• Requirements gathering, evaluation and documentation for processes and transactions.

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

• Analyzing competitive benchmarking to seize new opportunities.

What we’re looking for…

You’ll need to have:

• Bachelor’s degree or equivalent work experience.

• Three or more years of relevant work experience.

• Experience with Figma, Sketch, Adobe XD and/or related tools.

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 and shopping journey samples.

• Experience with JIRA.

• Experience with 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.