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…

The Billing ,Payments and Finance Experience organization is building business enablers for all customer touch points to deliver improved customer experience. This role will be key in supporting this transformation by driving exceptional customer experiences.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 collaborator, and contribute to the strategic direction and execution of seamless customer experience.

Our VCG priority is Customer loyalty and Competitive edge. We are passionate about delivering assisted and delightful digital-first experiences to our customers across their Billing , Payments, Receipts lifecycle.

• Assist in identifying and supporting new business and organic growth opportunities.
• Collaborate with the Senior Managers and Product Owners to support stakeholder management and project execution.
• Assist in developing estimates and scopes for deliverables, engaging across disciplines as needed.
• Assist with creative brief development, execution, and follow-up.
• 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.
• Consume CMIS reports, Voice of customers reports, Medallia reports and work on customer experience improvement.
• Create and compare customer journey maps for the relevant experience flows.
• Bringing in new design thinking and innovative ideas to enhance customer experience.
• Contribute to the optimization and improvement of Billing , Payments , and Finance (BPF) agent experiences, ensuring seamless customer interactions.
• Support initiatives aimed at improving overall customer satisfaction and NPS scores related to BPF experiences.
• Assist the Associate Director in mentoring and guiding junior team members.

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.

• Bachelor’s degree and six or more years of work experience.
• Eight or more years of relevant work experience.
• Two or more years of experience with project/product/account management in an agency or corporate marketing setting.
• Proficiency in GSuite applications and Jira.
• Design experience in Customer facing applications/products.
• Experience in NPS tracking and improvements.
• Experience in Design Thinking concepts.

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

• Strong communication and stakeholder management skills.
• A degree in design or Master's degree in Computer Science or Masters Degree in Business Administration or relevant.
• Strong knowledge of industry wide best practices when it comes to customer experience.
• A strong sense of style with impeccable design fundamentals.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication and presentation skills.
• Strong team player with a collaborative approach.
• Experience working in an Agile environment.

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.