What you’ll be doing...

We are all about creating the best experiences for customers every time they interact with us. That’s where you come in. You’ll lead customer research to understand the current state of customer service experiences, learn what they want, and how we can improve. You will ensure that we are guided by the voice of the customer in all that we do. 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.

  • Understanding current state of customer experiences with support and service, tracking performance, and making tactical and strategic recommendations for improvements.
  • Creating service and support principles, guidelines, and a roadmap for customer experiences.
  • Analyzing customer research conducted internally and through research supplier partners.
  • Identifying customer pain points and driving innovative solutions with others in the business.
  • Developing and testing new models and concepts to enhance the customer experience.
  • Guiding design of new technical and process solutions for exceptional support and service.

In addition:

  • You are a design leader who guide teams to deliver best-in-class design solutions grounded in user, product, tech, and business requirements through collaboration with partners. Designers look to you for direction, your peers and other stakeholders look to you for a fresh perspective. You understand how projects contribute to the success of the business.
  • Responsible for the career growth and performance management for your direct reports.
  • You spend your time focused on running your projects. You guide your team to make the right decisions for the customer. You cultivate relationships with product, tech, and business partners, and monitor the health of your projects. You mentor and support the team and are sensitive to their goals and challenges, knowing when to jump in and when to step away.
  • Responsible for the quality of design solutions, and the growth and morale of your team.
  • Cultivating relationships and shape opportunities for great work.
  • Be a model and a resource for all employees, proactively engaging with others to make the design organization better.

What we’re looking for...

You live and breathe the user experience and you enjoy identifying ways to make it better. Process is important for consistency but you know that any process should leave room for the human element especially when it comes to working with customers. Finding out what makes consumers tick fascinates you and that the real value comes with translating that knowledge into real business opportunities. You enjoy leading the design process but you still like to get your hands dirty. You enjoy working with different types of people and know how to flex your style to be most effective in any given situation. A fast-paced dynamic environment is where you do your best work.

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Consumer research experience.
  • Customer service or customer support experience.
  • Willingness to travel domestically and internationally.

Even better if you have:

  • A degree.
  • Designed customer user experiences. Ideally, tech support or customer service for consumers.
  • Gathered and analyzed data, provided insights, and made recommendations.
  • Conducted customer interviews and focus groups.
  • Managed multiple dynamic projects with stakeholders in different functions and levels.
  • Created presentations and workflows. Ideally, with PowerPoint and/or InDesign.

In addition:

  • Strong knowledge of application and design production processes.
  • Experience in creating Navigation maps, Interaction flows, Wireframes and Visual designs.
  • Ability to coordinate with business and marketing teams to understand the product strategy and market positioning.
  • Experience performing client presentations at various stages.
  • Strong Planning, Time Management and Organizational Skills.
  • A portfolio of UX design work from pencil and whiteboard, to wireframes and prototypes (blog, Dribbble, Github, etc).
  • Ability to digest and translate complex technical requirements into intuitive experiences.
  • Portfolio examples of enterprise applications.

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.