Experience Specialist II

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

As a Digital Touchpoints Product Owner, you will play a crucial role in a business team that curates, transforms, and ultimately builds platform experiences, with a strong emphasis on the customer onboarding journey, as well as activating devices and services with Verizon. 

You will frequently collaborate with partner organizations, including GTS, Channel Technology, Business Transformation, and Digital, to create technical requirements for front-end systems. Additionally, you will coordinate with other product owners in a new ways-of-working format to synchronize feature development and production.

A thorough understanding of both employee and customer experiences is essential, and this knowledge, along with feedback, will inform everything you do. Your work will prioritize innovation, automation, AI/ML, and proven operational efficiency in execution. Innovative thinking, customer service and RPM domain expertise, Agile program leadership, and the ability to manage multiple stakeholder groups during execution will be critical to your success.

Key Job Attributes:

• Leading and maintaining multiple digital onboarding journeys.

• Writing detailed user stories, acting in the capacity of a Business Analyst.

• Possessing the capability to understand and articulate detailed scenarios of any business interaction taking place.

• Demonstrating core skills in writing and mapping stories, as well as partnering with tech teams to explain concepts.

• Understanding promotional activities for upselling and cross-selling and detail them in relevant documentation journeys.

• Managing and driving multiple agile programs for Sales platforms/tools simultaneously across all phases of development/execution.

• Aware of Agile process, capable of running core grooming calls.

• Creating and Implementing project plans, risk assessment, business case development, and ROI analyses

• Evaluating and analyzing employee system interactions to curate and develop system and process improvements

• Communicating recommendations and project status updates to leadership and executives by documentation and/or formal presentation

• Facilitating and participating in cross-functional project team activities including planning, analysis, controls, and issue escalation/resolution

• Working with stakeholders to support successful operational execution of programs

• Being a subject matter expert for Sales and Service platform experiences in Value steams for various Value brands. 

• Having a detailed understanding service  applications/touchpoints

• Understanding employee experiences on supported platforms

• Excel in the VZ Agile framework at all levels from Product Owner down to a core value team contributor.

• Delivering innovative insights on current and future projects, systems, tools, and processes

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or one or more years of work experience.

• Strong Work experience in writing stories as Business analyst or Technical Produuct owner.

• Two or more years of VZ Mobile Sales/Customer Service and/or Technical Support experience

• Two or more years of Project Management experience; defining work, strategic planning, project plan execution and measurement/controls; experience with national scale projects

• Willingness to travel (less than 25%)

Even better if you have one or more of the following:

• Working experience with mobile desktop applications including ACSS, OMNI/Flex, CTI,  InfoManager, Slack, My Verizon, Glassbox, Verint  etc.

• Agile project management experience including utilizing Jira, Clarity, and Confluence.

• In-depth knowledge of MS Office and G-Suite applications

• Ability to communicate effectively with all levels in the organization; i.e. live presentations, virtual presentations, written communication etc

• Excellent critical skills such as planning, prioritization, resource allocation, communication, collaboration, coordination of people and resources

• Demonstrated negotiation skills and ability to influence all levels of the organization to create positive movement/action while maintaining effective relationships

• Proven to be highly self-motivated and ability to operate independently in a varied management environment

• Proven ability to identify and document requirements and processes

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.