What you’ll be doing...

As the Verizon Business Group (VBG) Director of Customer Experience, you will lead the design and delivery of world-class customer experiences across all parts of VBG, and drive measurement, benchmarking, and continuous improvement of customer experience (CX) across the enterprise.

Responsibilities include:

  • Establish an inspiring CX vision and multi-year CX improvement strategy for VBG and act as a champion of this vision and strategy across VBG.
  • Drive front line culture transformation and act as primary voice of customer to influence the company’s thought leadership and CX strategy.
  • Establish CX design principles and customer-centric operating principles for all key functions, in collaboration with functional leaders.
  • Lead customer journey-mapping and journey transformations across segments and prioritize investments based on journey performance and benchmarks.
  • Establish a system of measures for CX overall, as well as by segment, journey stage, customer segment, etc.
  • Develop a VoC strategy to ensure we gain comprehensive insight into customer needs, pain points and sentiment across the customer lifecycle.
  • Develop a survey strategy including primary and syndicated sources, and synthesize learning and action plans for VBG executives. Simplify insight gathering and reduce survey fatigue.
  • Track journey performance and identify opportunities for improvement.
  • Set up CX dashboard to report on CX KPI’s, both at the exec level as well as for key functions.
  • Bring together and analyze diverse data related to customer experience (combining profile, behavioral, and survey / sentiment data), and leverage data science / data mining to identify patterns and opportunities.
  • Lead CX innovation and continuously pilot new ways to leapfrog current norms for CX through experimentation.
  • Define and prioritize projects to address key CX gaps and customer pain points with accountability to functional leaders and clear alignment of KPI’s across functions.
  • Develop CX project roadmap to deliver on the CX strategy, and collaborate with peer organizations to implement the projects (GTS, Operations, etc).

What we’re looking for...

  • 10+ years management experience
  • 5+ years functional experience in five key areas: CX strategy and vision setting, journey-mapping, customer listening / VoC, behavioral CX measurement and data analysis, and CX program management
  • Prior experience leading customer digital experience at a large enterprise; deep experience articulating and executing customer-centric strategy for a large enterprise
  • Thought leadership in CX and associated disciplines
  • Experience managing a multi-functional team, including insights / measurement, CX design, and operations
  • An entrepreneurial mindset and the ability to drive impact well beyond the functional remit through positive influence and relationships
  • Deep detail orientation; able to pay close attention to the details in how we articulate and implement CX
  • Experience working with functional leaders, particularly in product and operations, as well as with IT

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.