What you’ll be doing...

Verizon is undergoing a major transformation, paving the way towards an industry leading customer-centric strategy focused on rapidly evolving our business for a digital-first future. We are seeking strategic thinkers, thought leaders, and highly motivated risk takers who are not afraid to innovate around our customer’s needs, drive business objectives and maximize technology capabilities towards re-defining the path of a Fortune 500 company in the digital age. We are looking for candidates who are laser focused on disrupting the status quo and delivering seamless, meaningful experiences to millions of consumers to evolve our business.

The Omni Customer Experience organization is building a centralized product management practice across all customer touch points to deliver a “One Verizon” experience. The organization will be a key enabler to delivering the business plan by driving transformation.

Our winning strategy is to deliver a customer first, digitally enabled experience. This organization is uniquely positioned, owning the end-to-end customer journey for Verizon. This enables an intelligent, connected, customer centric ecosystem. We are passionate about delivering delightful digital first experiences to our customers across their lifecycle.

As a member of the Billing & Payments team, you will deliver best in class customer and employee experience transformation across the Billing and Payments ecosystem for both Digital (Web + App) and Live (Retail + Care) channels for Verizon Wireless, 5G, and FiOS.

You will work with internal partners to reimagine the customer lifecycle experience in an Omni-channel environment and be responsible for understanding the customer’s journey, analyzing existing data, determining drivers of change, and facilitating opportunities to grow based upon the data. Based on the identified opportunities, you’ll build out the strategic vision and partner with Engineering & UX Design to create a product solution. You will help this newly formed organization meet its overall objectives and goals. This is a unique role to work within a dynamic group that is defining the future of Omni-channel customer experience inside of a Fortune 500 business.

  • Partner with cross-functional teams to define experience aspiration & strategy for core customer journeys.
  • Help define the product vision, objectives, requirements for digital products and live experiences.
  • Provide expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, UX Design, Marketing and other organizations.
  • Analyze customer behavior data to identify insights and define tactical plans to execute.
  • Engage with stakeholders to drive Omni experience solutions efforts across business, design and engineering partners.
  • Effectively communicate objectives, data analysis, and solutions to both executives and working team members.
  • Define use case scenarios of the customer journeys & optimal customer engagement for Omni experiences.
  • Craft user stories to document experience updates.
  • Organize feature backlog to optimize delivery in alignment with business priorities.
  • Lead delivery of experience features backlog in partnership with engineering and the business.
  • Define common tools and systems in partnership with Engineering.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if you have:

  • Bachelor’s degree (MBA or other relevant Master’s degree preferred).
  • Seven or more years of experience in customer experience, product management, e-commerce, or Omni-channel lifecycle management; experience with loyalty programs/websites/applications.
  • Agile certification and/or experience working in an Agile environment preferred; experience with Product Development/Management tools (Jira / Confluence).
  • Experience with building strong relationships with a diverse set of customers and stakeholders from across the business. Ability to influence without authority.
  • Experience working in a large, diverse company where implementing change requires efficient communication and dynamic thinking.
  • Knowledge of the tenets of segmentation and personalization capabilities to consider highly personalized experiences.
  • Knowledge of the use of research and A/B testing to optimize digital experiences.
  • Agility to quickly understand various technology platforms and internal systems.
  • Experience in journey mapping, design thinking and service design.
  • Knowledge of web content best practices including UX disciplines.
  • Written and verbal communication skills.
  • Facilitation and communication skills.
  • Data measures & analysis skills (Voice of Customer, Voice of Employee).
  • Technical system knowledge of key billing interactions across SOE, SOI and SOR.
  • Ability to understand external trends in new currency and payment technologies, and scope impact to Verizon rep and customer experiences.
  • Fluency in legal, tax and regulatory impacts, implications and considerations for billing and payments in telecom and technology.

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.