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...
The Senior Experience Specialist will be responsible for supporting the identification and implementation of strategies to drive growth, increase revenue, reduce cost, and improve the digital experience for customers. You’ll have tight linkage across our internal and external cross-functional teams, focusing on execution and project analysis. You’ll be responsible for tracking all of the key projects and updates and working to identify enhancement opportunities through the sales flows. You must ensure highly effective and mutually-rewarding customer and stakeholder relationships, and effectively communicate project and/or issue status to Verizon key stakeholders and executives. You must be an action-oriented, results-driven professional with a history of achievement operating in a fast-paced, ever-changing environment.
Improve customer experience by creating simple, enriched, user-centric App experiences.
Attend project meetings and be accountable for owned action items.
Ensure a high standard of work and invite escalations to improve the customer experience.
Use Analytics to make data-driven decisions that will have a favorable impact on business KPIs.
Represent customer experience goals and imperatives on your portfolio of projects.
Drive user experience transformation according to the roadmap by defining requirements (user stories) and driving those requirements through the delivery process.
Manage progress of feature delivery to the roadmap, escalate to leadership as needed to remove blockers.
Enable user-testing of the designed experience and ensure learnings are actioned upon.
Maintain visibility into the customer experiences specific to your portfolio by visiting/ auditing each experience on a quarterly basis.
Ensure cross-functional teams are represented and build relationships that better enable the App work
Collaborate with other CX teams to build cohesive and intuitive experiences by creating seamless App user journeys. Identifying issues or points of friction within those journeys, as applicable.
Collaborate on backlog grooming and sprint planning for your products, as needed. Communicate release branches, understand release bugs, severity, and provide release assessment
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant work experience.
Knowledge of digital technologies, products and services, and the overall digital ecosystem.
Experience in creating and executing effective programs to grow sales, traffic, and/or engagement.
Even better if you have:
An MBA or higher degree in Digital Marketing and Media.
Lean Six Sigma Green or Black Belt Certification.
Digital experience, digital marketing, and digital product management either in a business, agency, or consulting organization.
Previous experience with chat platforms and solutions.
Experience leading multi-disciplinary teams and directing the work of others in a matrixed environment.
Strong data analytics and quantitative skills in financial and assessment of monetization models.
Experience in roles that require initiative to drive projects, tenacity to deliver results in a complex environment, and the ability to lead across many projects.
Strong communication and interpersonal skills and the creation/delivery of succinct presentations to communicate vision and concepts/opportunities to all levels of the organization.
Working knowledge of design thinking and process engineering.
Ability to define digital trends across industries and apply those impacts.