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Job Details

Verizon Communications Inc

Senior Experience Specialist

Equipment/Technology Specialist

Equipment and Facilities Specialist


Basking Ridge, New Jersey, 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.

What you'll be doing...

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 focuses on supporting the Verizon Prepaid brand digital customer experience where we create and improve digitally-led experiences for our customers, while striving for reliable, simple, exceptional world-class journeys.

About this role

As a Senior Experience Specialist of Experience Management you will support, develop, identify and implement strategies to drive growth, increase revenue, reduce cost and improve digital engagement for our customers. Your job will involve understanding our customer needs and stakeholders while supporting strategies as part of a large team to deliver exceptional experiences across the customer lifecycle, which includes the Learn, Shop, Onboarding and Manage key stages of the users E2E journey's with Verizon.

This role will be supporting an experience area under the direction of the Senior Manager - Experience Management as part of all Prepaid digital channels. Join us in redefining digital customer journeys that set a new standard for the Verizon Value brand customer experience.

What you'll be doing...

  • Identifies opportunities to reimagine and revolutionize Customer Experience across Verizon Value products.
  • Participates in user research and observation of user tasks, integration of business requirements to transform the user's mental model into the concept.
  • Delivers service improvements to improve the customer experience
  • Influences business and technology partners to support proposed improvements.
  • Participates in Customer Experience focus group sessions with Business, Designers and Technology leaders.
  • Works across teams to eliminate unnecessary processes, implement new ways to enhance Customer Experience and deliver tangible improvements.
  • Monitors/forecasts customer experience trends and impacts with market studies and research across industry for insights on new customer experience trends.
  • Understands customer journeys across various transactions and identifies process gaps and opportunities.
  • User story writing,review, acceptance criteria and portfolio management.
  • Support test plan design for experience functionality.
  • 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.
  • Developing reports that provide an overview of product performance.
  • Support of lifecycle transformation initiatives by defining solution requirements (user stories) and driving them through the delivery process.
  • Developing agile epics, themes, and detailed user stories to E2E development.
  • Providing expertise across internal teams including Digital Ops., Engineering, Product, UX Design, Business Transformation, and other organizations.
  • Collaborating with UX, GTS and other cross-functional teams on Design Sprints.
  • Running discovery sessions and biweekly agile sprints; leading new product launches and product re-designs for optimal customer experiences.
  • Organizing feature backlog to optimize delivery with business priorities.
  • Identifying, triaging, and prioritizing production bugs.

What we're looking for...

You'll need to have:

  • Bachelor's degree or equivalent work experience.
  • Three or more years of relevant work experience.
  • Experience with Figma, Sketch, Adobe XD and/or related tools.
  • Must be highly proficient with JIRA.
  • Experience with Adobe Creative Cloud.
  • Experience with Smart Sheets and/or Google Suite.
  • Ability to digest and translate complex UX and technical requirements into intuitive experiences.

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

  • A degree in CX Management
  • Portfolio examples of enterprise applications and shopping journey samples.

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

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.YmJnZW5lcmljLjkxNDA0LjEzMTgzQHZlcml6b253b3JrZGF5LmFwbGl0cmFrLmNvbQ.gif