Experience Management Manager

Verizon • Irving, TX

66d • Hybrid

About The Position

As an Experience Management Manager for the Verizon Business Transactional Communications team, you will be a critical driver in our work to enhance great customer experiences for customer communications. This individual will lead communication strategies to manage the end to end CX for Business Markets and Global Enterprise and Public Sector, acting as a central point of contact for building and refining orchestration journeys for transactional and non-marketing communications. In this role, you will be responsible for owning a multitude of transactional comms templates to audit for completeness, accuracy, and brand compliance. The strategist will build connected customer journeys and provide recommendations for improvements – to deliver positive experience and drive growth/loyalty priorities for business customers. This individual will work closely with the database marketing team, business stakeholders in CX/Product/Digital Ops/Sales and IT to implement plans for journey improvements and enhanced capabilities. Own the end to end transactional journeywork , logic sequencing and touchpoint strategy for transactional and other omnichannel communications for VBG customers. Lead Communications projects to create new Customer Communications as a part of Journey Transformation Initiatives. Build, map and analyze customer journeys, identifying gaps and support connected communications journeys. Drive transformation by leading design and flow improvements, incorporating customer data and business insights for a superior customer experience. Possess understanding of communications best practices across key tactics (email, direct mail, SMS, digital banners and campaigns) to influence communication journeys from purchases, legal and compliance events. Work closely with Legal and IT and other key partners in the design, build, and testing for emails, SMS, and other ad-hoc communications ensuring standards and system classifications are met aligned with future platform migration efforts. Work across cross-functional teams in leading design thinking and brainstorming exercises to influence the overall CX comms blueprint and touchpoint strategy.

Requirements

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Experience in marketing and/or digital marketing to business customers.
• Experience in executing on marketing communications including Email, SMS and/or Push Notifications.
• Program delivery and execution experience.

Nice To Haves

• AEM (Adobe Experience Manager) experience.
• Agency experience or experience working in the Technology industry.
• Digital Marketing/Customer experience certification.
• Working knowledge of Adobe, Marketo, Pega tools.

Responsibilities

• Own the end to end transactional journeywork , logic sequencing and touchpoint strategy for transactional and other omnichannel communications for VBG customers.
• Lead Communications projects to create new Customer Communications as a part of Journey Transformation Initiatives.
• Build, map and analyze customer journeys, identifying gaps and support connected communications journeys.
• Drive transformation by leading design and flow improvements, incorporating customer data and business insights for a superior customer experience.
• Possess understanding of communications best practices across key tactics (email, direct mail, SMS, digital banners and campaigns) to influence communication journeys from purchases, legal and compliance events.
• Work closely with Legal and IT and other key partners in the design, build, and testing for emails, SMS, and other ad-hoc communications ensuring standards and system classifications are met aligned with future platform migration efforts.
• Work across cross-functional teams in leading design thinking and brainstorming exercises to influence the overall CX comms blueprint and touchpoint strategy.

Benefits

• Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon.
• From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance.
• We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package.
• Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc.
• Newly hired employees receive up to 15 days of vacation per year, which grows with additional service.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager