What you’ll be doing...

Responsibilities

  • Champion opportunities to reimagine and revolutionize Customer Experience across Verizon products
  • Continually review and evolve the collection of processes, oversee and organise every interaction between the customer and Verizon throughout the lifecycle, liaise with relevant business owners to champion change and lead prioritised experience improvements
  • Deliver service improvements to improve the customer experience across Verizon
  • Influence senior business and IT stakeholders to support and deliver proposed improvements.
  • Use Net Promoter Score and other tools to measure improvements over time
  • Collate and analyse customer expressions of dissatisfaction and Net Promoter Score feedback, ensure that NPS increases across the organisation over time
  • Continually identify opportunities to improve customer experience
  • Deliver change initiatives identified internally or from external good practice to support these opportunities
  • Facilitate Customer Experience focus group sessions with Business and IT leaders
  • Observe and coach team to improve standards, knowledge, skills and behaviours
  • Work across teams to continually eliminate unnecessary processes and continually implement new ways to to enhance Customer Experience
  • Constructively and continually challenges organisational norms, looks for creative solutions to deliver tangible improvements
  • Leads the ideation of new solutions to meet customer’s changing expectations
  • Monitor and forecast customer experience trends and impacts
  • Market study and research across industry to bring insights on new customer experience trends
  • Bring in new design thinking and innovative ideas to enhance customer experience.

What we’re looking for...

You'll need to have

  • Bachelor's or Ten or more years of work experience
  • Ten pus years’ experience in Managing Business Process and Solutions
  • Three plus years on working directly with the business teams
  • Design experience in Customer facing applications/products
  • Experience in NPS tracking and improvements
  • Experience in Design Thinking concepts
  • Must be able to give constructive criticism and challenge coworkers to think at their best

Even better if you have

  • Master's or Ten or more years of work experience
  • Experience in UX & Experience Design is an added advantage

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.