Verizon Lead Experience Manager - Home Experience in Basking Ridge, New Jersey
What you’ll be doing...
The Verizon Experience Team is a new internal group tasked with evolving the Verizon customer experience across all channels and touchpoints through the design and implementation of innovative products and services that customers love.
As a Lead Experience Manager, you will be part of a team charged with establishing our customers' homes as a viable retail channel that can be leveraged as an asset by the larger Verizon organization. This team will care for all in-home experiences including professional and self-installation of 5G and Fios, the service experience (in-person, on the phone, online, App, etc.), our door-to-door ambassador program, the introduction of new technologies (i.e. voice-activated service and support), and the experience surrounding the Verizon One value proposition. The team will be responsible for developing and managing end-to-end customer experiences that maximize Verizon's products and value propositions in the home–from strategy to execution, from measurement to optimization.
A Lead Experience Manager is a Product Manager who balances Business, Technology, and Design priorities to deliver brand-defining service experiences. One in three Americans uses Verizon, so your work will have a meaningful impact at a massive scale.
Define and socialize experience value propositions based upon customer insights, behavioral data, and business needs to establish and grow Verizon’s 5G in-home experience.
Align with cross-functional leadership to leverage key learnings and synergies in other areas of the business that could enhance the overall value proposition.
Generate more value from all user touchpoints and flows while removing redundant steps and enhancing the customer journey.
Work with business on prioritization and management of all aspects of the experience (product) roadmap through collaboration/input from other team members. Core to the role is clearly articulating the level of effort to enable and lead prioritization.
Provide direction and guidance, and translate business requirements and customer insights for designers, IT, operations, and other key stakeholders. This direction can include performing analysis, defining requirements/user stories, working with teams to develop solutions to meet these requirements, and to test and deliver experiences with the customer in mind.
Serve as a trusted advisor across teams and the business on how an experience does/could manifest throughout the home channel.
What we’re looking for...
You must love developing and launching innovative customer experiences - specifically those that exist within the walls of our customers’ homes. You are up on “the now, the new, and the next” in customer experience and you will use those trends and insights to focus on developing in-home experiences to delight our customers. You will be a team player, with excellent communication skills and the ability to work across multiple stakeholder groups in a matrix organization.
You'll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Even better if you have:
Five or more years in product, in-home, and/or marketing experience with experience in developing and executing large-scale programs and experience with merchandising and collateral.
Experience developing and launching experience programs and/or partnership based programs.
Experience managing, briefing, and getting exceptional work from an Agency team.
Ability to manage projects and build consensus across multiple teams/stakeholders.
Experience managing concurrent projects in a fast-paced, results-driven environment with equal enthusiasm for high-level strategic planning and tactical daily execution.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
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