Job Details
Verizon Communications Inc
Senior Experience Specialist - Onboarding
When you join Verizon
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
About Verizon & Verizon Value
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. If you're fueled by purpose, and powered by persistence, explore a career with us.
The Verizon Value Organization is Verizon's portfolio of prepaid brands: Verizon Prepaid, Visible, Total By Verizon, Straight talk, Tracfone and more - serving millions of customers through multiple channels. Our mission in the Value Organization is to build a better connected world through accessible, quality wireless for all.
This role is within the Value Digital / Customer Experience team where we create and improve digitally-led experiences for our customers, striving for reliable, simple, exceptional world-class journeys.
About this role
The Senior Experience Specialist of Experience Management supports developing, identifying and implementing strategies to drive growth, increase revenue, reduce cost and improve experiences for customers. Your job will involve understanding our customer needs and stakeholders while supporting strategies as part of a team to implement exceptional experiences across the customer lifecycle, which includes the Shopping, Onboarding and Managing customer journeys. This role will be supporting an experience area under the direction of the Senior Manager - Experience Management as part of the Onboarding Journey. Join us in redefining customer journeys that sets a new standard for customer experience.
What you'll be doing...
The Senior Experience Specialist is responsible for researching, ideating and defining user experiences. Uses knowledge of customers to develop new tools and products.
- Identifies opportunities to reimagine and revolutionize Customer Experience across Verizon products.
- Participates in user research and observation of user tasks, integrating these findings with business requirements to transform the user's mental model into the concept.
- Delivers service improvements to improve the customer experience across Verizon.
- Influences business and technology partners to support and deliver proposed improvements.
- Uses Journey Net Promoter Score and other metrics to measure improvements over time.
- Participates in Customer Experience focus group sessions with Business, Designers and Technology leaders.
- Works across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.
- Monitors and forecasts customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.
- Understands customer journeys across various transactions and identifies process gaps and opportunities.
- Backlog management.
- Requirements prioritization.
- User story review and acceptance criteria writing.
- Support test plan design for experience functionality.
- Requirements gathering, evaluation and documentation for processes and transactions.
- Understanding of the process for releasing products, stakeholders and negotiation with key partners in order to provide the best outcome considering business constraints.
- Analyze competitive benchmarking to seize new opportunities.
Where you'll be working...
"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.
- Four or more years of relevant work experience.
Even better if you have one or more of the following:
- A degree in CX Management.
- Experience with Figma, Sketch, Adobe XD and/or related tools.
- Ability to digest and translate complex technical requirements into intuitive experiences.
- Portfolio examples of enterprise applications and shopping journey samples.
- Experience with JIRA.
- Experience with Adobe Creative Cloud.
- Experience with Smart Sheets and/or Google Suite.
Why Verizon?
Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.
- We are a 'pay for performance' company and your contribution is rewarded through competitive salaries, performance-based incentives and an employee Stock Program. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.
- Your benefits are market competitive and delivered by some of the best providers.
- You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.
- We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements*.
- Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.
- You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment.
Your benefits package will vary depending on the country in which you work.
*subject to business approval
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don't meet every "even better" qualification listed above.
Where you'll be working
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
Scheduled Weekly Hours
40
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.
