When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you’ll be doing...

We are looking for a talented CX professional to join our team. In this role you will work closely with stakeholders and other hardworking professionals to research, ideate and define experiences. You will be a proactive, great communicator/collaborator, and contribute to the strategic direction and execution of seamless customer experience in partnership with cross functional teams.

• Delivering service improvements to improve the customer experience across Verizon.

• Identifying opportunities to reimagine and revolutionize Customer Experience across Verizon products.

• Participating in user research and observation of user tasks, integrating these findings with business requirements to transform the user's mental model into the concept.

• Using Net Promoter Score and other tools to measure improvements over time.

• Collating and analyzing customer expressions of dissatisfaction and Net Promoter Score feedback, ensure that NPS increases across the organization over time.

• Participating in Customer Experience focus group sessions with Business and IT leaders.

• Influencing senior business and IT partners to support and deliver proposed improvements.

• Charting down customer journeys across various transactions and identifying process gaps and opportunities.

• Converting data driven use cases into customer experience design.

• Leveraging intuitive and simple user interfaces for web and mobile solutions, producing storyboards, mock ups and conceptual models.

• Working across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.

• Leading the ideation of new solutions to meet customer’s changing expectations.

• Monitoring and forecasting customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.

• Bringing in new design thinking and innovative ideas to enhance customer experience.

Where you'll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You’re curious about new trends and technologies and the game-changing possibilities it creates. You'll research to understand the current state of customer service experiences, learn what they want, and how we can improve. What you build is new but somehow reflects exactly how people prefer to navigate. You understand and balance both the user and the business perspective. You understand and meet the needs of stakeholders and that is your strength while still maintaining your own vision and point of view. You hold the firm belief that different perspectives create the best solutions and groundbreaking new concepts. Knowing what customers want and need, you’ll make recommendations to guide our strategy and implement new ways to make the customer experience even better.

You'll need to have:

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

• Four or more years of relevant work experience.

• Product Management experience

• Design experience in Customer facing applications/products.

• Experience in NPS tracking and improvements.

• Experience in Design Thinking concepts.

• Experience in Adobe Analytics, Qualtrics, Tableau and other tools to analyse and enhance customer experience

• Strong knowledge of industry wide best practices when it comes to customer experience.

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

• A Master's degree in Computer Science or relevant.

• Experience with UX & Experience in Design.

• A strong sense of style with impeccable design fundamentals.

• Ability to manage multiple priorities and meet tight deadlines.

• Agile experience.

• Ability to give constructive criticism and challenge co-workers to think at their best.

• Certification on leading UX skills & Analytics tools

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you'll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

May be Eligible for Relocation Assistance

No

Diversity and Inclusion

We’re proud to be an equal opportunity employer. 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.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.