Senior Experience Specialist

Verizon Communications • Miami, FL

290d • $107,000 - $199,000 • Remote

About The Position

The Senior Experience Specialist of Experience Management supports developing, identifying and implementing strategies to drive growth, increase revenue, reduce cost and improve experiences for customers. Your job will involve understanding our customer needs and stakeholders while supporting strategies as part of a team to implement exceptional experiences across the customer lifecycle, which includes the Shopping, Onboarding and Managing customer journeys. Join us in redefining customer journeys that sets a new standard for customer experience.

Requirements

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant experience required, demonstrated through work experience and/or military experience.
• Experience with Figma, Sketch, Adobe XD and/or related tools.

Nice To Haves

• A degree in CX Management.
• Ability to digest and translate complex technical requirements into intuitive experiences.
• Portfolio examples of enterprise applications and Digital Shopping and Digital Services journey samples.
• Experience with JIRA.
• Experience with Adobe Creative Cloud.
• Experience with Smart Sheets and/or Google Suite.

Responsibilities

• Researching, ideating and defining user experiences.
• Using knowledge of customers to develop new tools and products.
• Identifying opportunities to reimagine and revolutionize Customer Experience across Verizon products.
• Participating in user research and observation of user tasks, integrating these findings with business requirements.
• Delivering service improvements to improve the customer experience across Verizon.
• Influencing business and technology partners to support and deliver proposed improvements.
• Using Journey Net Promoter Score and other metrics to measure improvements over time.
• Participating in Customer Experience focus group sessions with Business, Designers and Technology leaders.
• Working across teams to eliminate unnecessary processes and implement new ways to enhance Customer Experience.
• Monitoring and forecasting customer experience trends and impacts through market study and research.
• Understanding customer journeys across various transactions and identifying process gaps and opportunities.
• Managing backlog, prioritizing requirements, and creating user stories.
• Supporting test plan design for experience functionality.
• Gathering, evaluating and documenting requirements for processes and transactions.
• Analyzing competitive benchmarking to seize new opportunities.

Benefits

• Health and wellness benefits.
• Short term incentives.
• 401(k) Savings Plan.
• Stock incentive programs.
• Paid time off.
• Parental leave.
• Adoption assistance.
• Tuition assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Telecommunications
• Education Level: Bachelor's degree