When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

This position will play a key role in the strategic planning arm of a newly formed centralized CX strategy and operations group. Primary responsibilities will include supporting: the development of the enterprise CX roadmap, establishment of new CX measurement frameworks, and identification of amplification opportunities for NPS-worthy experiences.

  • Support the co-creation of an enterprise CX vision and roadmap.
  • Align input, priorities, and initiatives from CMO, VCG, VBG, and other functional groups in order facilitate the co-creation of a 3-year North Star CX strategy vision for the enterprise as well as an internal CX “change story” for internal engagement and communications.
  • Drive advocacy for investment in high-impact innovation opportunities within the 6-quarter roadmap that go beyond BAU in partnership with VCG, VBG, and other functional groups.
  • Contribute to the development of financially aligned attribution models for CX that quantify the ROI of CX activities within the 6-quarter roadmap in partnership with strategists and researchers.
  • Help establish CX measurement COE.
  • Partner with VCG and VBG business partners, Operations, and Insights to identify opportunities to amplify Verizon experiences/value to increase NPS across the customer base.
  • Work with limited direction, usually within a complex and often ambiguous environment, including making challenging trade-offs or decisions that may be necessary as part of leading a newly formed group that may require pivots and optimizations.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six years of relevant work experience.
  • Experience in product/project management, experience management, corporate and business strategy.

Even better if you have one or more of the following:

  • MBA or advanced university degree.
  • Experience managing tracks of work within a larger project.
  • Comfort with ambiguity.
  • Ability to drive results at all levels, regardless of reporting structures, and effectively interact with senior executives.
  • Comfort in working up and across the organization – working with senior staff members in line and external consulting firms or creative or development partners.
  • Experience creating and presenting presentations to all levels of an organization.
  • Exceptional analytical skills.
  • Significant experience with developing, implementing, and tracking metrics, data analysis, and reporting at the organizational level.
  • Ability to translate complex ideas and express them in concise, simple-to-understand ways.
  • Demonstrated ability to drive cross-functional teams to meet business objectives and influence co-workers while fostering strong working relationships.
  • Experiences handling extremely confidential information appropriately.
  • Understanding of Agile approaches and tools.
  • Domain expertise in the telecom and technology space.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).