Sr 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 CX professional to join our team. In this role you will work closely with stakeholders and other hardworking professionals to research, ideate and define experiences. You will be a proactive, 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, integrating these findings with business requirements to transform the users mental model into the concept.
• Delivering service improvements to improve the customer experience across Verizon.
• Influencing senior business and IT partners to support and deliver proposed improvements.
• Using Net Promoter Score and other tools to measure improvements over time.
• Collating and analyzing customer expressions of dissatisfaction and Net Promoter Score feedback, ensure that NPS increases across the organization over time.
• Participating in Customer Experience focus group sessions with Business and IT leaders.
• Working across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.
• Leading the ideation of new solutions to meet customer’s changing expectations.
• 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.
• Bringing in new design thinking and innovative ideas to enhance customer experience.
• Charting down customer journeys across various transactions and identify process gaps and opportunities.
• Converting user stories into customer experience design.
• Leveraging intuitive and simple user interfaces for web and mobile solutions, producing storyboards, mock ups and conceptual models.

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 stakeholders and that is your strength 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 in Computer Science or four or more years of work experience.
• Four or more years of relevant work experience.
• Four or more years of experience managing Business Process and Solutions.
• Experience with UX & Experience in Design.
• Design experience in Customer facing applications/products.
• Experience in NPS tracking and improvements.
• Experience in Design Thinking concepts.
• Experience in Adobe Experience Management or Adobe Marketing Cloud or other leading CMS product knowledge.

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.
• Certification on leading UX skills & Analytics tools
• Strong knowledge in industry leading CXM Platform (AEM,Medillia,Glassbox etc.).

Why Verizon?

Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.

• We are a ‘pay for performance’ company and your contribution is rewarded through competitive salaries, performance-based incentives and an employee Stock Program. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.

• Your benefits are market competitive and delivered by some of the best providers.

• You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.

• We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements*.

• Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.

• You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment.

Your benefits package will vary depending on the country in which you work.

*subject to business approval

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.

Additional Job Description

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

* Identifies opportunities to reimagine and revolutionize Customer Experience across Verizon products.

* Participates in user research and observation of user tasks, integrating these findings with business requirements to transform the user's mental model into the concept.

* Delivers service improvements to improve the customer experience across Verizon.

* Influences business and IT partners to support and deliver proposed improvements.

* Uses Net Promoter Score and other tools to measure improvements over time.

* Participates in Customer Experience focus group sessions with Business and IT leaders.

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

* Monitors and forecasts customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.

* Brings in new design thinking and innovative ideas to enhance customer experience.

* Charts down customer journeys across various transactions and identifying process gaps and opportunities.

* Leverages intuitive and simple user interfaces for web and mobile solutions, producing storyboards, mock ups and conceptual models.

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.