Director, Customer Experience Innovation

Verizon Communications Basking Ridge , NJ 07920

Posted 3 months ago

What you'll be doing...

The Verizon Experience Team is a new internal group tasked with evolving the Verizon customer experience across all channels and touchpoints through the design and implementation of innovative products and services that customers love.

As the Director, Experience Innovation, you bring passion and thought leadership to influence purposeful innovation and reimagine how customers shop and receive service across all channels. You will be our subject matter expert on what's "the now, the new, and the next" in customer experiences across retail, home, .com, app, and more. You will guide us on what we should be doing to enable Verizon customers to realize the promise of a digital future through our products, services, and brand touchpoints.

You will leverage consumer insights and marketplace trends to uncover opportunities within our customer journey to engage, convert, and delight our customers. You searching the country and the world for the next great ideas and partners to elevate, evolve, and innovate our customer experiences across retail, home, and beyond. You think of ways to create the future - combining physical environments with other channels (digital, media properties, technology, etc.) to build breakthrough customer experiences that feel intuitive, personal, and uniquely Verizon.

You will stand up a new Center of Excellence within Verizon focused on evaluating, piloting, and measuring innovative customer experiences across channels and prepping the most successful for roll-out at scale throughout the organization. You will build a continuous pipeline of ideas by cementing relationships at the most senior levels with those who are pushing the boundaries of the field - from established companies, start-ups, and venture capital firms; to innovation labs and academia. You will evaluate these partners, hold pitch days to screen top contenders and share with other Verizon senior leadership, develop the proof of concept and pilot experiences, and evaluate and optimize them for implementation at scale by the channels. Your scope not only affects our customer experiences, but those of our Verizon team members as well - ensuring human-centric products and processes and empathy-driven execution.

One in three Americans use Verizon, so your work will have meaningful impact at massive scale. An Experience Director is a Product Manager who balances Business, Technology, and Design priorities to deliver brand-defining experiences. Work will span the delivery process, from identifying customer needs, to defining the experiences, to ensuring successful pilots and ongoing enhancements. You will lead an integrated team that represents the customer, the business, and the development teams. You'll also play a key role in championing customer-centered design within the organization and building relationships between key teams to orchestrate best-in-class experiences. The ideal candidate will be a team player, with excellent communication skills and the ability to work across multiple stakeholder groups in a matrix organization.

KEY RESPONSIBILITIES:

Define and deliver end-to-end customer experiences that maximize Verizon's value proposition across all channels with a particular focus on innovative/new experiences, technology, and integrating Verizon's media properties across channels. Lead a team of cross-functional executives to leverage key initiatives and develop new ones, gaining alignment for new and enhanced customer journeys that will best reflect Verizon's relevant assets at every touchpoint.

  • Direct a team of product/experience managers who deliver innovative customer experiences from emerging technologies to media properties to managing the partnership pipeline

  • Communicate a well-informed vision and outline the strategy for execution; responsible for all end-to-end customer experience across all touchpoints

  • Stand up as a Subject Matter Expert with acute awareness of the broader market for any experience trends (from technology to media to customer trends) as well as pain points and expectations

  • Represent and drive the omni-channel discipline and perspective at C-level and senior management meetings

  • Define roadmaps and secure business prioritization and all partnership necessary for execution

  • Detail and communicate all business requirements and customer insights for designers, IT, Ops, digital, and other key stakeholders. Create cohesive plans for performance analysis, defining requirements/user stories, working with teams to develop solutions to meet those requirements, and to test and deliver experiences with the customer in mind

What we're looking for...

  • BA/BS degree required, MBA/advanced degree preferred

  • 10+ years in emerging technologies, business development, and/or product management

  • Experience defining and driving the vision of experience programs and/or partnership based programs a plus - especially those that translate emerging technologies into consumer experiences

  • Experience collaborating with innovation labs, start-ups, venture capital firms, angel investors, academic leaders, etc. to identify, evaluate, and pilot the next great experiences

  • A track record of gaining the trust and respect of others to build and lead world-class teams in transformational and high growth environments

  • Strong analytical skills, with ability to interpret data and trends, diagnose problems, and recommend action plans to resolve issues

  • Comfort managing concurrent projects in a fast-based, results-driven environment with equal enthusiasm for high-level strategic planning and tactical daily execution

  • Ability to work out of the Basking Ridge, NJ or 140 West St., NYC offices with some travel to other retail locations

When you join Verizon...

You'll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America's fastest and most reliable network, we're leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we're about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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.


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Director, Customer Experience Innovation

Verizon Communications