CX Transformation & Change Manager

Verizon•Rolling Meadows, IL

2d•$140,500 - $245,000•Hybrid

About The Position

At Verizon Connect, we are constantly building smarter, faster, and more intuitive digital tools to elevate our customer experience. But the best technology only works if people feel confident using it. As the Customer Experience Transformation and Change - Senior Manager, you are the bridge between our innovative technology and the humans who interact with it. Sitting within the Customer Experience, CX organization, your primary focus is ensuring our customers have a seamless, intuitive experience as we introduce new digital and automated solutions. To make that happen, you will also guide our employees through these changes so they are fully equipped to support our customers. You will partner closely with our Engineering, Product, and Operations teams to design human-centric journeys, lead collaborative design workshops, and drive true adoption across the board.

Requirements

Bachelor’s degree or four 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.
Change Management Mastery: Deep expertise in guiding large organizations and customer bases through significant operational or digital shifts.
Design Thinking: Proven experience facilitating high-level Design Thinking and journey-mapping workshops with cross-functional stakeholders.
Executive Presence: The ability to confidently advise senior leaders, navigate differing opinions, and align leaders around a shared human and customer-centric vision.
CX & Empathy: A strong understanding of human psychology, customer experience (CX) principles, and what drives customer loyalty.
Translating Tech to Humans: The ability to look at a complex software deployment and build a simple, effective adoption strategy for the people who actually have to use it.

Nice To Haves

Formal Change Management certifications (e.g., Prosci / ADKAR).
Formal training or certification in Human-Centered Design or Design Thinking.
Previous experience driving the adoption of new digital tools, chatbots, or automated workflows within a large enterprise or customer support center.
A background in Customer Experience (CX) Strategy, Organizational Psychology, or advanced UX Strategy.

Responsibilities

Lead cross-functional Design Thinking workshops with leaders across Product, Sales, Operations, and Customer Success.
Break down our current customer experiences and design a new, seamless digital journey.
Ensure that when we introduce new automated tools to our customers, they remove friction and feel like a natural, helpful extension of our brand.
Build and lead the strategy to help drive change with customers and employees supporting those customers.
Identify where employees or customers might feel confused or hesitant about a new digital tools, and build proactive strategies to build their confidence.
Act as the ultimate champion for the customer experience, ensuring human needs remain front and center during rapid innovation and rollouts.
Use customer feedback, behavioral data, and human psychology to advise our Digital CX team on how our automated tools should interact with customers.
Ensure our bots and digital pathways have the right brand voice, empathy, and pacing so customers still feel taken care of, even when they aren't speaking to a human.
Act as the connective tissue between different departments to ensure everyone is moving in the same direction for the customer.
Translate the complex "why" behind our digital updates into clear, compelling stories that win the support of leaders, making it easy for them to champion the changes with their teams.