Senior Experience Specialist - Verizon - Basking Ridge, NJ (2024)

When you join Verizon
Verizon is one of the world's leading providers of technology and communications services, transforming the way we connect around the world. We're a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together-lifting up our communities and striving to make an impact to move the world forward. If you're fueled by purpose, and powered by persistence, explore a career with us. Here, you'll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

• Total Wireless & Verizon Prepaid: At the forefront, we have Total Wireless and Verizon Prepaid, our flagship brands available at Verizon exclusive and/or national/retail stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total Wireless is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.
  
• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.
  
• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.
  
• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research's prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.
  
• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.
  

What you'll be doing...

Verizon is looking for a digital operations experience product owner to drive strategic initiatives to improve funnel performance and customer experience across the Value brands, enabling digital traffic, sales, and self-serve growth. You will need to be data driven and will also partner with digital analytics to develop measurement frameworks and to define product key performance indicators and track performance and recommend enhancements on an ongoing basis. You must be an action oriented, results driven professional with a history of achievement operating in a fast paced environment.

Key Responsibilities will include:

• Developing and executing digital roadmap to drive upper funnel quality traffic into cart adds.
  
• Tracking web and app performance and metrics: Monitor KPIs to measure success and identify areas for improvement.
  
• Partnering with Digital marketing to ensure all channel tactics drive expected online behavior.
  
• Identifing pain points and broken experiences and quickly triage and share with appropriate teams to address. Follow up and track all fixes.
  
• Partnering closely with Product and pricing teams to determine if promos are driving intent. Continuously share this feedback with the right people to drive impact to promo roadmaps.
  
• Partnering with Customer Experience leads to ensure alignment of product roadmaps and share VOC driven opportunities.
  
• Communicating effectively with stakeholders: Clearly articulate product roadmap and progress to various stakeholders.
  
• Partnering with cross functional teams during the development and implementation of key digital solutions that cross multiple channels, including demand generation partners.
  
• Partnering with internal and external stakeholders (CMO, Sourcing, IT, Device Marketing, Legal, Compliance, Vendors and Agencies) teams to maximize channel performance.
  
• SEO Optimization and Content Localization: Partnering with agency to implement SEO best practices to enhance search engine visibility and rankings,
  
• Owning and maintaining coverage map tool and experience.
  
• Utilizing tools and technology expertise to gather insights and recommendations ie Glassbox, Adobe Analytics, Medallia.
  

Where you'll be working...

In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday).

What we're looking for...

You will need to have:

• Bachelor's degree or four or more years of work experience.
  
• Four or more years of relevant work experience.
  
• Experience in digital product management.
  
• Ecommerce or online experience.
  
• Experience in improving customer experience.
  

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

• A degree or Master's degree.
  
• Data analytics and quantitative skills in user event data.
  
• Experience with product management and agile development including writing product backlog, epics, user stories, and grooming to support completion of initiatives.
  
• Knowledge of design thinking.
  
• Digital experience, digital marketing and digital product management either in a business, agency or consulting organization.
  
• Lean Six Sigma Green or Black Belt Certification.
  

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 a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours40

Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

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 benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circ*mstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $103,000.00 and $209,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.