When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What we’re looking for...

We are seeking a highly skilled and motivated Experience Manager with 5-10 years of experience in product management and CX roles to serve as a product owner for internal tools during a major technology stack migration. This role requires a deep understanding of customer needs, customer-facing employee needs, business processes, and technical requirements, with the ability to translate these into actionable strategies that ensure a seamless and positive customer experience throughout the migration process. He/she/they will be responsible for developing and managing internal software applications used by customer service teams to improve their efficiency and effectiveness.

What you’ll be doing...

Customer Experience Planning:

• Lead the planning and execution of strategies during the technology stack migration, impacting contact center employees and their impact on the customer experience.

• Develop and implement a comprehensive roadmap, ensuring alignment with business goals and customer expectations.

• Identify and mitigate potential risks to customer experience throughout the migration process.

Research & Analysis:

• Conduct thorough customer research, including surveys, focus groups, and data analysis, to understand customer pain points and expectations.

• Analyze current customer/user journeys and identify opportunities for improvement during and after the migration.

• Benchmark against industry best practices to ensure a leading-edge customer contact center experiences.

Stakeholder Engagement:

• Facilitate stakeholder interviews to gather insights and align on objectives, priorities, and success metrics.

• Collaborate with cross-functional teams, including product management, IT, operations, and marketing, to ensure customer needs are represented in all phases of the migration.

• Communicate product/experience strategies, progress, and outcomes to senior leadership and key stakeholders.

Roadmapping & Phasing:

• Define key milestones, deliverables, and timelines for each phase of the migration.

• Ensure that user feedback is integrated into the development process and used to adjust strategies as needed.

Business & Technical Requirements:

• Work closely with business owners, product managers, designers, and technical teams to gather and document business and technical requirements that impact customer experience.

• Translate customer insights into detailed use cases that guide the development and implementation of migration-related features and functionalities.

• Ensure that all technical solutions are aligned with customer needs and contribute to an improved overall experience.

Continuous Improvement:

• Monitor user feedback and performance metrics throughout the migration process, making data-driven adjustments to improve outcomes.

• Lead post-migration reviews to identify lessons learned and opportunities for further enhancing the customer experience.

• Stay informed about industry trends and emerging technologies that can enhance the CX strategy.

You’ll need to have:

• Bachelor’s degree or five or more years of work experience.

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

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

• Strong analytical skills with the ability to translate data into actionable insights.

• Excellent project management skills, with experience in roadmapping and phased project delivery.

• Exceptional communication and stakeholder management skills, with the ability to influence at all levels of the organization.

• Deep understanding of customer journey mapping, user experience (UX) design, and service design principles.

• Technical acumen, with the ability to understand complex technology environments and translate technical requirements into customer-friendly language.

• Experience leading teams working with the following technology: AEM, PEGA, ACSS, Citrix, LivePerson, Workforce Management solutions, DMD, IVR, POS, 611.

• Experience collaborating with external vendors and national retailer distribution to integrate, maintain and troubleshoot technology including API solutions.

• Thorough knowledge of Agile/Scrum methodologies and common work tools including Google Suite, Asana, Jira, Atlassian, Slack, and Figma

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 a minimum eight assigned office days per month that will be 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.

You want more out of a career. A place to share your ideas freely. We power and empower how people live, work and play by connecting them to what matters most. If that inspires you, start the next chapter of your career here.