Senior Customer Experience Manager | About Verizon Skip to main content × Learn more about Verizon's response to COVID-19
What you'll be doing...
The individual in this position will analyze the voice of customer information, from a variety of sources, in order to understand root causes of Customer delight and Customer pain points, and then transform these insights into compelling recommendations that drive change. These recommendations will enable greater Customer retention and acquisition, identification of opportunities to enhance revenue, and/or opportunities to drive expense reduction/cost avoidance within servicing. Key areas of accountability for this role includes:
Expertly design a diverse set of Omni-channel and end-to-end listening capabilities, tailored to Verizon's unique set of wireline and wireless products and specific to nuances of each Customer segment.
Research should be designed in such a way as to enable deep and actionable insights into the Customer experience.
Robustly analyze the voice of Customer data to identify sources of Customer delight, journey or product characteristics that create pain points, and opportunities to drive lower churn and increased revenues.
Using the output of analysis, create specific and measurable recommendations.
Framing recommendations in such a way as to garner senior level support for significant investment through specific impact analysis (e.g. by implementing this recommendation, churn will be lowered by).
Create a comprehensive and connected ecosystem of actions, such as culture influence, closed loop processes, governance, and systems and technology that directly focus the organization on a "Customer first" approach.
What we're looking for...
You'll need to have:
Six or more years of relevant work experience.
Willingness to travel.
Even better if you have:
Six or more years of experience working/leading customer listening programs and initiatives.
Portfolio demonstrating proven experience with CX achievements and proof points from prior roles.
Subject matter expert in the CX field.
Demonstrated business acumen by balancing customer experience initiatives with business results.
Organizationally savvy, with demonstrated ability to influence leaders and facilitate alignment and clear decision-making.
Experience developing and leading presentations for executives on CX initiatives.
Effective at translating strategy into tactical actions.
Experience in quantitative and qualitative VoC system application and closed-loop processes.
Expertise with data and statistical analytics of CX measurement methodologies.
Experience with customer journey mapping and similar CX related tools.
Demonstrated in-depth understanding of user-centered design principles and the Design Process.
Project management skills.
Excellent communicator across all channels and at an executive level.
Leadership, collaboration, and influencing skills.
Proactive self-starter, strong team collaborator and outcome-oriented.
Experience working face-to-face with customers.
When you join Verizon...
You'll have the power to go beyond - doing the work that's transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you'll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we'll go far.
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. Different makes us better.Share this Job
BACK TO SEARCH RESULTS
Verizon is a global leader delivering innovative communications and technology solutions that improve the way our customers live, work and play.©2020 Verizon BBB Accredited Business