Lead Experience Manager

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...

Digital Assisted Experiences for Verizon’s Consumer Group, this position will drive digital transformation with a focus on real-time digital assistance across the sales and service ecosystems. This role will leverage a series of digital capabilities and channel orchestration engine to drive deep digital and live (stores and call center) integration. This leader will be responsible for standing up and running the digital pillar focusing on call center and retail integration in an effort to provide best in class sales and service experiences for Verizon. This leader will deliver the strategy on seamless customer-centric journeys across channels, leveraging technology and sharing context to deliver channel choice to best serve the customers’ needs and bring the right transactions to the right channels at the right time.

Specific to sales experiences, this leader will set the strategy to triage and close the sales transactions is the best possible channel leveraging live channels such as live chat, telesales and stores to drive higher close rates and revenue outcomes. Specific to account experiences, this leader will set the strategy to triage and resolve service transactions leveraging automation, live chat, and our care centers to maximize resolution and reduce customer effort and handle time.

• Lead complex initiatives with multiple components including research and insights, business case development, competitive analysis, establishing a business to business digital vision and digital roadmap development.
• Develop and implement key digital solutions that cross multiple channels.
• Oversee multiple, simultaneous digital/technical work streams, liaising with other teams for planning, knowledge management and standards development that can support scalability and efficiency.
• Drive continual evolution and enhancement of the digital customer experience.
• Lead and execute upon strategic initiatives across the digital assistant space and management of customer’s journey throughout the digital ecosystem.
• Partner to ensure that we are navigating the customers to the right channels for the right transactions and that the customer’s objectives with Verizon are met.
• Define and drive the front end invocation of assistance across the web and app ecosystem and partner to define escalation points to enable.
• Drive an ecosystem of digital and physical integration to innovate across the Verizon journey.
• Leverage automation and Chabot experiences and messaging strategy. Drive integration in the digital platform and alignment with live channels.
• Manage complaint feedback forms and resolution orchestration.

What we’re looking for...

You’ll need to have:

• In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
• Bachelor's degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Experience in digital experience either in business, agency, or consulting organization.
• Experience creating road maps and developing robust business cases to support and prioritize new concepts/opportunities.
• Experience using analytical methods to analyze impact and make recommendations.

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

• An MBA or degree in Digital Marketing and Media.
• Lean Six Sigma Green or Black Belt Certification.
• Three or more years of experience in roles which require initiative to drive projects, tenacity to deliver results in a complex environment and the ability to lead across cross functional teams.
• Insight and practical knowledge of digital technologies, products and services and the
• overall digital ecosystem.
• Strong communication and interpersonal skills and the creation/delivery of succinct
• executive-level presentations to communicate vision and concepts/opportunities to all
• levels of the organization.

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 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).