Senior Experience Specialist

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.

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. 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 creation, review and acceptance.

• 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.

This role is a hybrid schedule in office that includes assigned office days (VCG in office days are Tuesday, Wednesday and Thursday)

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 experience required, demonstrated through work experience and/or military 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 Digital Shopping and Digital Services journey samples.

• Experience with JIRA.

• Experience with Adobe Creative Cloud.

• Experience with Smart Sheets and/or Google Suite.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.