Senior Experience Specialist

What youll 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 the 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 participate 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 were looking for...

Youll need to have:

• Bachelors degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Strong Work experience in writing stories as Business analyst or Technical Product owner.
• Seven or more years of relevant work experience
• 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