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Verizon Senior Experience Specialist in Basking Ridge, New Jersey

What you’ll be doing...

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

This position will work with multiple teams consisting of developers,subject matter experts and stakeholders to convert the business requirements,business process flows, use cases, and the supporting integration documentationinto a fully functional application that meets our customer’s needs.

Responsibilities:

  • Manage the partnership with BT, CX, Design, GTS, channels to define experience aspiration/strategy for core journeys related to Plans, Products and Promos.

  • Engage with Business Partners, GTS, Design, BT, DO, to drive Omni experience solutions.

  • Support definition of use case scenarios of the customer journeys & optimal customer engagement for Omni experiences: write user stories/prioritize features.

  • Lead delivery of Plans, Products and Promos experience features backlog in partnership with GTS and other project participants.

  • Responsible to provide guidance and decision making to drive customer-centric, digital-first, Omni solutions.

  • Partner on common tools and systems in partnership with GTS that enhance Plans, Products and Promos.

  • Collaborate on solution development with Stakeholders from the Channels and then GTM execution.

  • Influence each of our channels and stakeholders to ensure that problems and opportunities are guided by research and the VOC and lead to customer outcomes which benefit the customer as well as the business.

  • Track and measure impacts of new experiences to the forecasted business drivers.

  • Manage complex problems by creatively using insights and influence to pursue the right solution that meet intended vision, purpose and goals.

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.

  • Experience in product management.

Even better if you have:

  • Master’s degree.

  • Knowledge with Agile product management process and writing user stories.

  • Scrum training.

  • Knowledge of digital, retail and/or call center processes and customer experience.

  • Knowledge of price plans, products and promos, best practices and innovations.

  • Exceptional communication and stakeholdering capability.

  • Working with G-suite, Jira, and similar systems.

  • Knowledge of Verizon product offerings.

  • Excellent written and verbal communication skills.

  • Ability to think independently, strong collaboration with partnership skills and attention to detail.

  • Willingness to travel.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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. Different makes us better.

REQNUMBER: 527548-1A

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