What you’ll be doing...

About our team

The Omni Customer Experience organization is building a centralized product management practice across all customer touch points to deliver a single Verizon experience. The organization will be a key enabler to delivering a best in class end to end customer experiences.

About this role

The Omni Customer Experience Team works across organizations to strategize, plan, and drive the right multi-channel experiences for our customers in both our assisted and unassisted channels. We seek to understand the business, the user, and our systems’ capabilities in pursuit of that goal. We partner both internally and when needed, externally, to ensure research, analysis, and design follow the right process.

The Sr. Experience Manager will support the development of a best in class end to end customer experience. The specific area of focus for this role is authentication where you will support transformation of our various register, authenticate and fallout experiences across all touchpoints. You’ll support the entire work process for the features that make it onto our authentication roadmap. This includes supporting the development lifecycle during the strategy, planning, build and launch stages. You’ll work with channel partners and vendors to deliver and once launched measure the experience and business impact.

Responsibilities:

  • Manage a subset of features and capabilities within registration & authentication in partnership with Channel teams, Operations, Engineering, Product, UX Design, Marketing and other organizations.
  • Support the development of transformation initiatives according to roadmap by defining solution requirements (user stories) and driving those requirements through the delivery process.
  • Effectively communicate objectives, data analysis, and solutions to the working team members on various meetings throughout the development lifecycle.
  • Analyze customer behavior data to identify insights on performance and identify a tactical plan to execute.
  • Analyze channel reporting to understand consumer activity across our assisted and unassisted channels and identify insights to inform your assigned product area.
  • Keep leadership team and partners updated on the development lifecycle status including dependencies that could impact the project timeline.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of relevant experience.
  • Four or more years of relevant work experience
  • Three or more years’ experience in building/ supporting authentication.
  • Experience in customer experience, product management, e-commerce, or omni-channel lifecycle management.
  • Experience with web content best practices including UX discipline.
  • Willingness to travel.

Even better if you have:

  • A degree.
  • Experience working in a large company where implementing change requires efficient communication and dynamic thinking.
  • Experience developing product in a highly regulated environment (Finance/ Telecom/ Healthcare).
  • Knowledge on the tenets of segmentation and personalization capabilities to consider highly personalized experiences.
  • Experience with Product Development/Management tools (Jira / Confluence).
  • Ability to quickly understand various technology platforms and internal systems.
  • Experience in journey mapping, design thinking and service design.
  • Excellent written and verbal communication skills.
  • Ability to think independently, strong collaboration and partnership skills, and attention to detail.
  • Empathetic and excellent at building strong relationships with a diverse set of customers and stakeholders from across the business.
  • Ability to influence without authority.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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. Different makes us better.