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Verizon Communications Inc

Senior Experience Specialist - Shopping

Equipment/Technology Specialist

Equipment and Facilities Specialist

No

New York, New York, United States

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 Shopping 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.

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 with Figma, Sketch, Adobe XD and/or related tools.

Even better if you have one or more of the following:
  • A degree in CX Management
  • 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.

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $112,000.00 and $209,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.YmJnZW5lcmljLjQxNDE3LjEzMTgzQHZlcml6b253b3JrZGF5LmFwbGl0cmFrLmNvbQ.gif