What you’ll be doing...

Personalization is a fundamental principle of the 2.0 Verizon Consumer Group vision and our team is responsible for building a strategy that enables best- in class service experiences by addressing “who is the customer” and “how do we uniquely service them in a way that matters most to them.” Our North Star is accelerating the race to NPS 50 through customer service personalization.

The selected individual will lead this charge for our FiOS customers, beginning with designing service segments, transitioning into integration with our operating model, leading to the evolution of segmentation into one to one experiences. The ideal candidate will work cross-functionally deep within the Customer Service Operations organization and partner inter-departmentally across customer experience (CX) enablers like CRM, CMI, Marketing, Business Transformation, and Customer Experience. The candidate will collaborate vertically and horizontally within this ecosystem to ensure CS engagement delivers an elevated service delivery experience based on the customer’s ‘channel of choice.’

This individual should be able to interpret customer feedback and anticipate customer needs as an advocate of the segment by incorporating industry benchmarks, competitive analyses, and internal data analytics. The candidate will be responsible for driving strategic initiatives and leveraging complex methods, metrics and tools to achieve business benefits and corporate goalsderived from CX differentiation. The individual will be expected to be the expert on all data points and analysis around the segment profiles and will be expected to present their findings and solutions to senior leadership.

Key Responsibilities:

Customer Service Program Management:

  • Support human-assisted and digital service delivery framework for general population.
  • Align and influence business to build CS capabilities around the customer.
  • Incorporate best practices and innovations in technologies & processes that will elevate CX.

Segment Insights & Analytics:

  • Infuse insights into the segment narrative through continuous understanding and learnings of customer pain points and opportunities.
  • Perform routine operational and behavioral analytics and assessments to fine-tune strategy and incorporate evolving customer needs.
  • Build a segment scorecard and uncover strategic ways of driving revenue & CSAT.

Upstream Engagement

  • Act as CS liaison for Marketing and CRM while partnering with potential stakeholders in Retail, IT, CX, Business Transformation, Network, and Media.
  • Ensure segment work complements other personalization efforts (primarily micro-segment work).
  • Partner cross-functionally to build a pathway to 1:1 personalization.

Customer Service Field Partnership:

  • Communicate segment strategy and business updates routinely to field frontline and leadership.
  • Collaborate and incorporate frontline feedback into the design of our strategy through focus groups, quality observations, “VOE” and “Your Voice Matters” activities, etc.
  • Unify a best in class customer service experience with the employee experience.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree plus 5 years of experience in customer-centric organization in strategy or management capacities
  • Experience working in FiOS (preferably with the CSSC, FSC, etc.)
  • Background in designing strategies and recommendations for customer experience gaps backed by financial and operational insights
  • Experience in leading end to end cross-functional project management for customer-orientated solutions
  • Experience in conducting research and incorporating trends and best practices across consumer and technology industries
  • Proven ability to effectively stakeholder and negotiate at multiple levels while pitching concepts to leadership.
  • Demonstrated ability to be flexible and work in dynamic, and sometimes unstructured environment

Even better if you have:

  • Fluency in Spanish
  • Design Thinking or VLSS
  • Aptitude or passion for emerging technologies (i.e. 5G, AI)

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.