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verizon Lead Experience Manager in Boston, Massachusetts

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...

The Omnichannel Customer Experience organization is building a centralized product management practice across all customer touch points to deliver a One Verizon 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.

In this role you’ll work with internal partners to reimagine the customer lifecycle experience in an Omni-channel environment and be responsible for understanding the customer’s journey, analyzing existing data, determining drivers of change, and facilitating opportunities to grow based upon the data. Based on the identified opportunities, you’ll build out the strategic vision and partner with Engineering & UX Design to create a product solution for the Find & Choose Plans journey. You will help this organization meet its overall objectives and goals. This is a unique role to work within a dynamic group that is defining the future of Omni-channel customer experience.

The primary accountabilities associated with this role include:

  • Developing a customer-first strategy and roadmap to transform ‘core initiatives’ into best-in-class user experiences.

  • Analyzing customer behavior data to identify insights on performance and opportunities.

  • Analyzing E2E flows and identifying areas for enhancement for the Plans journey.

  • Building workflow models and developing autonomous processes to increase speed to market.

  • Providing expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, UX Design, Marketing and Channel partners.

  • Converting strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.

  • Organizing feature backlog to optimize delivery in alignment with business priorities.

  • Developing reports that provide an overview of product performance.

    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’ll need to have:

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

  • Six or more years of relevant work experience.

  • Four or more years of 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.

  • The ability to develop creative and actionable solutions to complex problems.

  • The ability to collaborate and partner effectively with others.

  • Strong analytical and decision-making skills.

  • The ability to quickly understand technology platforms and internal systems.

  • Knowledge of web content best practices, including UX disciplines.

  • Experience in journey mapping.

  • Strong verbal and written communication skills.

  • Strong 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 (https://www.verizon.com/about/careers/work-culture) 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).

REQNUMBER: 585219-1B

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