Verizon Customer Experience Manager in Waltham, Massachusetts

What you’ll be doing...

The Customer Experience (CX) Manager requires a unique blend of analytical skills that include consumer/user research, marketing strategy, business pragmatism, and storytelling - presenting findings by connecting the dots in an impactful, accessible manner.

The goal of the Customer Experience Group is to serve as product experience advocates for our customers, so they become “raving fans” of all Verizon products and services. By paying keen attention to CX, negative user experiences can be avoided, which ultimately results in fewer customer care calls, increased operational savings, and higher revenue per customer.

  • Critical to this role is the availability to manage multiple research initiatives utilizing both a strategic and hands-on approach. Additionally, a keen attention to detail and accuracy, and a commitment to delivering highly polished results are required.

  • Gain intimate knowledge of a new product's 'promise' and customer benefits. Design, conduct, and manage customer research programs with a focus on making incremental or transformational improvements on existing products, as well as the development of entirely new product concepts. Understand the everyday nuances and details of how customers use products/services. Document the key learning and share results with Product Management, Marketing and Product Engineering Teams

  • Design and conduct research for Product/Services to gain continuous customer feedback into our iterative product development process. Must be skilled in multiple methodologies, including qualitative research, quantitative research, user studies, focus groups, and one-on-one interviews. Fluency with UX/CX conventions and standards also required.

  • Collaborate with Product Managers to define/refine customer needs and wants as they relate to product features, functions, and design; map the portion of the customer journey experience that includes: product installation, use, upgrade, and collateral such as user-guides and online help. Document key learning and work with the Product Management and Product Engineering teams to implement findings into the customer product or service experience.

  • Design and conduct customer research for Products/Services, including interviews, focus groups, and surveys. Document key learning and work with Product Management and Product Engineering teams in implementing them. Develop Journey Maps ensuring positive experience throughout. Utilize a "design thinking" framework, mining for insights that influence next generation product development and roadmap being developed.

  • Work with Product Management/Engineering to synthesize various data, learning, and research into the most important and actionable insights. Harness strong visual thinking and story-telling abilities to document complex concepts and strategies through design and logic.

  • Develop and Manage relationships with external research suppliers including budgets, timelines, recruiting, and research activities

  • Serve as an advocate for the customer within the organization, as well as within the CX industry and community.

  • Maintain knowledge of current best practices followed by the Customer Experience industry and community and share with the CX Team.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or six or more years of work experience

  • Six or more years of relevant work experience

Even better if you have:

  • A Master’s degree

  • 10 years of experience in market/consumer research, user experience, and new product development with at least 7 years designing and leading consumer qualitative and quantitative product research studies. Prior experience in a consumer product company or market research or consulting firm.

  • A passion for engaging with deep consumer insights and emerging technologies to meet consumer needs in compelling new ways.

  • Exceptional, hands-on experience with customer research methodologies, including user testing, focus groups, workshops, IDI’s and surveys. On-line community platform experience a plus.

  • Ability to develop all aspects of upfront qualitative and quantitative research including recruitment, screeners, logistics planning, external vendor coordination, stimuli, surveys, and discussion guides.

  • Experience in developing behavior-based user typologies, segmentation approaches, digital customer profiles and user personas would be a plus.

  • Strong presentation skills that bring findings to life in unique ways from full research reports to videos.

  • Excellent written and verbal skills with the ability to clearly communicate ideas, decisions, and reasoning to a broad audience, including peers and leadership teams.

  • Results oriented, with ability to work with urgency for quick turnaround

Ideal Personality Traits:

  • Leader: Can command attention and respect of direct reports, peers and internal clients.

  • Team Member: Pitches in at any level to meet the needs of the team and project.

  • Curious: A high level of intellectual curiosity that is comfortable with ambiguity.

  • Interested: In culture, technology and media and how they intertwine.

  • Balanced: Ability to balance “right-brain” and “left-brain” thinking.

  • Collaborative: Works just as well with others as on their own.

  • Organized: Can multi-task, provide clear direction, and keep everything on track.

Materials for Applying: Please be prepared to show examples of your work.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

REQNUMBER: 456028-1A