Senior Experience Specialist
| Company | Verizon Communications |
|---|---|
| Location | Lone Tree, CO, USA, Miami, FL, USA, Berkeley Heights, NJ, USA, Palatine, IL, USA, Alpharetta, GA, USA, New York, NY, USA, Irving, TX, USA |
| Salary | $107000 – $199000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
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.
Responsibilities
- Researching, ideating and defining user experiences.
- 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 to transform the user’s mental model into the concept.
- 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 continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements.
- Monitoring and forecasting customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.
- Understanding customer journeys across various transactions and identifying process gaps and opportunities.
- Backlog management.
- Requirements prioritization.
- User story creation, review and acceptance.
- Supporting test plan design for experience functionality.
- Requirements gathering, evaluation and documentation for processes and transactions.
- Understanding of the process for releasing products, stakeholders and negotiation with key partners in order to provide the best outcome considering business constraints.
- Analyzing competitive benchmarking to seize new opportunities.
Preferred Qualifications
- A degree in CX Management
- Ability to digest and translate complex technical requirements into intuitive experiences.
- Portfolio examples of enterprise applications Digital Shopping and Digital Services journey samples.
- Experience with JIRA.
- Experience with Adobe Creative Cloud.
- Experience with Smart Sheets and/or Google Suite.