Lead Experience Manager 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 Lead Experience Manager leads a team responsible for 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 creating strategies and leading our team to implement exceptional experiences across the customer lifecycle, which includes the Shopping, Onboarding and Managing customer journeys. This role will be leading an experience area under the direction of the Senior Manager - Experience Management as part of the Onboarding Journey. This role lets you use your full expertise for strategic leadership and mentoring. Join us in redefining customer journeys that sets a new standard for customer experience.

What you’ll be doing…

The Lead Experience Manager is responsible for developing, identifying and implementing strategies to drive growth, increase revenue, reduce cost and improve experiences for customers.

• Develops a customer-first strategy and roadmap to transform ‘core initiatives’ into best-in-class user experiences.

• Analyzes customer behavior data to identify insights on performance and opportunities.

• Build workflow models and develop autonomous processes to increase speed to market.

• Provides expertise and leadership across internal teams including internal Digital Operations, Engineering, Product, Experience Design, Marketing and Channel partners.

• Converts strategic ideas into executable actions by defining solution requirements and facilitating the various team activities to implement solutions.

• Organizes feature backlog to optimize delivery in alignment with business priorities across teams.

• Develops reports that provide an overview of the experience performance.

• User story and acceptance criteria structure and mentoring.

• Solid understanding of the process for releasing products, stakeholders and negotiation with key partners in order to provide the best outcome considering business constraints.

• Support compliance attestation.

Where you'll be working...

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.

• Willingness to travel up to 10%.

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

• A degree in CX Management.
• Demonstrated leadership of Experience Teams in framing and solving challenging problems on multiple programs or shipped products with a large user base.
• Proven record of implementation of innovative efforts to improve experience from concept to execution.
• Experience with agile methodology and tools.
• Ability to digest and translate complex technical requirements into intuitive experiences.
• Portfolio examples of enterprise applications.
• Experience with design tools like Figma, Adobe XD, and 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.

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.