Lead Experience Mgr

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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...

Join Verizon as we continue to expand our industry-leading network to improve the ways people, businesses, and things connect. 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.
The Digital Channel Experience organization is building a centralized product management practice across all customer touch points to deliver a cohesive digital 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 E2E customer journey for Verizon.
As a member of the Digital Product team, this role will work with internal and external partners to develop the user journey on an exciting new platform and ensure best-in-class experience across each customer touchpoint.

• Partner with cross-functional teams to define experience aspiration & strategy for core customer journeys.
• Help define the platform vision, objectives, and requirements.
• Provide expertise and leadership across internal teams including internal Operations, Engineering, Product, UX Design, Marketing, Care and other organizations.
• Analyze customer behavior data to identify insights and define tactical plans to execute.
• Engage, communicate with, and document conversations with stakeholders 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 both directional and detailed user stories to document customer experiences and 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.
• Act as a fierce customer experience advocate leading culture initiatives to embed design thinking and a channel agnostic mentality within the organization.

What we’re looking for...

You’ll need to have:

• In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience in customer experience, product management, e-commerce, or Omni-channel lifecycle management.

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

• MBA or other relevant Master’s degree.
• Agile certification and/or experience working in an Agile environment.
• Experience with Product Development/Management tools (Jira/Confluence).
• Experience with loyalty programs, websites and/or applications.
• Experience with design thinking and service design.
• 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.
• Independent thinking, collaboration and partnership skills.
• Decision making and analytical skills.
• Capability to quickly understand various technology platforms and internal systems.
• Knowledge of web content best practices including UX disciplines.
• Experience in journey mapping.
• Verbal and written communication skills.
• Organizational and multitasking skills.

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).