Requirements

Bachelor’s degree or four or more years of work experience. A degree in CX Management. Ability to digest and translate complex technical requirements into intuitive experiences. Portfolio examples of enterprise applications and shopping journey samples. Portfolio examples of enterprise applications and shopping journey samples. Experience with JIRA. Experience with Adobe Creative Cloud. Experience with Smart Sheets and/or Google Suite. Experience with Figma, Sketch, Adobe XD.

Job Description

The Senior Experience Specialist is responsible for researching, ideating and defining user experiences. Uses knowledge of customers to develop new tools and products. Identifies opportunities to reimagine and revolutionize Customer Experience across Verizon products. Participates in user research and observation of user tasks, integrating these findings with business requirements to transform the user’s mental model into the concept. Delivers service improvements to improve the customer experience across Verizon. Influences business and technology partners to support and deliver proposed improvements. Uses Journey Net Promoter Score and other metrics to measure improvements over time. Participates in Customer Experience focus group sessions with Business, Designers and Technology leaders. Works across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience and to deliver tangible improvements. Monitors and forecasts customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends. Understands customer journeys across various transactions and identifies process gaps and opportunities. Backlog management.Support 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. Analyze competitive benchmarking to seize new opportunities.