Senior Customer Experience Strategist

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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...

Verizon Connect is transforming the way people, vehicles and things move through the world. We put innovation, automation and connected data to work for customers to help them become safer, more efficient and more productive via our fleet management products and services. Whether it’s an in-cabin smart dashcam, a mobile app for pre-trip inspections, a tablet carried around the job site, or a display on the office wall showing the status of the entire fleet, our IoT experience spans multiple contexts and industries, serving small family businesses to large enterprises all over the globe.

Come join our global Service Design Team dedicated to expanding and defining a customer journey design and management practice to visualize, assess, and improve each phase of our customer and employee journey. This work is central to helping the organization keep the customer at the center of all decisions, and to empower teams to deliver stellar customer experiences. This is a highly inclusive practice that relies on outreach and building relationships across many different functions of our organization. The position sits within the Customer Intelligence and Insights group in our Experience Design Team, where our mission is to empower teams to become the experts & champions of the customer through deep understanding of their needs and behaviors.

This hybrid role will have a defined work location that includes work from home and assigned office days as set together with your manager. Preferred locations are Boston, MA or Alpharetta, GA.

• Work collaboratively to visualize, assess, and improve the customer and employee experience along the entire customer journey.
• Promote and educate the company on the customer journey.
• Facilitate cross-functional workshops using a variety of service design, systems thinking, design thinking and systemic design techniques.
• Be a consistent and vocal champion of the customer to help drive our human-centered digital transformation efforts.

What we’re looking for...

You are an experienced Service Design professional who has worked at the intersection of UX, Product, CX, and business transformation. You are someone who wants to push the envelope in terms of what service design means in a large organization. Systems thinking is your natural state of being, and you know how to connect the dots for others in an accessible way. You are comfortable both in the weeds and in the clouds. Your previous labels or titles aren’t as important as your consistent commitment to deeply understanding customers and employees in order to deliver great experiences at any and all points of their journey.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience in Design, Human-Computer Interaction, Human Factors, Innovation, or a related field.
• Experience developing customer journey maps and service blueprints for complex B2B offerings.
• Experience driving customer-centered initiatives by using your leadership skills to influence up, down, and across.
• Familiarity with design thinking and related methodologies.
• Willingness to travel up 25%.

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

• Experience working on hardware products & services, particularly IoT (Internet of Things).
• Practice Lean UX or continuous discovery.
• Implemented Jobs to be Done cross-functionally.
• Visual communication skills - specifically in mapping, diagramming and storytelling.
• Workshop facilitation skills, both remote and in person, and with a variety of participants including executives.
• Experience measuring & quantifying customer journeys.
• Experience working in global teams across multiple time zones.
• Data visualization skills.
• Familiar with systemic and regenerative design and innovation.

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).