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.
A Lead Experience Manager is a Product Manager who balances Business, Technology, and Design priorities to deliver brand-defining service experiences. One in three Americans uses Verizon, so your work will have a meaningful impact at a massive scale.
As the Lead Experience Manager for Omni-Channel & Curation, you will lead the development of customer experiences surrounding omni-channel efforts (in-store pick-up, same day delivery, etc.) as well as curated programs (Growing Up Verizon, Mid-Tier Devices, etc.). You will be the liaison between other channel teams and Retail Experience ensuring the retail experience component of their work is best-in-class. You will be the "voice of retail" at the table with the channel teams and will be responsible for translating channel-specific efforts into the retail space.
Your work will span the delivery process, from identifying customer needs, to defining the experiences, to ensuring successful launch and ongoing enhancements. You will manage an integrated team that represents the customer, the business, and the development teams. You'll also play a key role in driving customer-centered design within the organization and building relationships between key teams to orchestrate best-in-class experiences.
Develop and manage end-to-end customer experiences that maximize Verizon's value proposition in the retail channel from strategic development to executional planning - with a specific focus on omni-channel and curated programs and products.
Work in a cross-functional team 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.
Define and socialize experience value propositions based on customer insights, behavioral data, and business needs to establish and grow Verizon's retail experience.
Align with cross-functional leadership to leverage key learnings and synergies in other areas of the business that could enhance the overall value proposition.
Generate more value from all user touchpoints and flows while removing redundant steps and enhancing the customer journey.
Work with business on prioritization and management of all aspects of the experience (product) roadmap through collaboration/input from other team members. Core to the role is clearly articulating the level of effort to enable and lead prioritization.
Provide direction and guidance, and translate business requirements and customer insights for designers, IT, operations, and other key stakeholders. This direction can include performing analysis, defining requirements/user stories, working with teams to develop solutions to meet these requirements, and to test and deliver experiences with the customer in mind.
Serve as a trusted advisor across teams and the business on how an experience does/could manifest throughout the retail channel.
What we're looking for...
You must love retail. From pop-ups to in-store technology to new ways of shopping, you are someone who has an obsession with retail. You are a team player, with excellent communication skills and the ability to work across multiple stakeholder groups in a matrix organization.
You'll need to have:
Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience.
Even better if you have:
Five or more years of retail and/or marketing experience with experience in developing and executing large-scale programs and experience with retail merchandising and collateral.
Experience in developing and launching experience programs and/or partnership based programs.
Experience managing, briefing, and getting exceptional work from Agency partners.
Ability to manage projects and build consensus across multiple teams/stakeholders.
Ability to deliver in a fast paced and dynamic business environment and to work independently with minimal supervision.
Experience managing concurrent projects in a fast-paced, results-driven environment with equal enthusiasm for high-level strategic planning and tactical daily execution.
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.