Product Customer Journey Mapping Manager
Waltham MA USA

Job Details

Updated on 2021-08-12 09:43:17

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

Human Factors is looking for someone motivated and customer-obsessed to play a central role in defining and building customer journey maps.You will be someone who is able to communicate strongly with both customers and colleagues, competent in managing multiple projects at once, and able to analyze and distil complex information into easily digestible content. This is a highly visible role within our organization, interacting and collaborating with multiple stakeholders across Verizon Business Group.

We start with an outside-in approach to form meaningful relationships with customers and create experiences based on their interactions throughout the entire product lifecycle.Our work is fast paced, serving B2B customers in fields such as IoT, Wholesale, Security, Innovation and Public Sector (to name a few). We help the product teams deliver meaningful experiences based off customer interest and feedback supporting applications, products and platforms.

  • Ensuring great products, based on exceptional customer and user experience.
  • Serve as the user advocate; be an ambassador for the customer journey throughout the product development lifecycle within the Product & Solution organization.
  • Manage the overarching customer journey mapping framework that depicts the ideal end-to-end customer experience across multiple touchpoints and take into consideration insights from customer research, business processes and changes to business models.
  • Prioritize the most critical gaps in providing an optimal customer experience and address root-causes and redesign journeys.
  • Provide recommendations, present, and influence relevant stakeholders to address gaps in the customer experience, impacting an operation or departments.
  • Partner to identify opportunities to repair, enhance, and innovate customer experiences.
  • Link journey mapping to ensure we are measuring and monitoring performance against critical customer moments and partner to monitor established KPIs.
  • Leverage voice of the customer insights on all aspects of customer interactions to identify customer pain-points, challenges, and hurdles; advise on approaches to eliminate and positively enhance customer interactions.
  • Facilitate transition away from numerous individual interaction touchpoints that focus on only part of the customer needs towards a complete, end-to-end experience that will enhance customer relationships.
  • Create and utilize customer-centric tools such as journey maps and personas to inform decision-making.
  • Manage persona and customer journey map database with a focus on product level personas and journey maps to enhance product development efforts with the product and solution management community.
  • Map end-to-end customer experience touch-points.
  • Update and validate key customer personas.
  • Incorporate segmentation of customer base and varying strategies and analyses within key customer and prospect journeys.
  • Identify opportunities for continuous improvement.
  • Facilitate workshops on end-to-end customer journey processes including research, data, concept design, current state and future state journey mapping, roadmap development and prioritization, methodology, tools, process, etc.
  • Understand, define, document, and communicate processes and decisions.
  • Partner with product and solution managers to develop user stories and work with technical teams to drive deployments of roadmap items.
  • Monitor and analyze improvements in customer experience through the lens of existing NPS beacon metric and specific product and network KPIs.
  • Interacting and collaborating with customers, executives and teams across Verizon Business Group.

What we’re looking for...

We're seeking a talented Customer Experience Manager to join our Human Factors team. You’ll be part of a team working towards accelerating product growth, processes, and technology with the goal of delivering an extraordinary user and customer experience. Highly collaborative with all functional stakeholders and roles to ensure you are incorporating feedback and insights from across Verizon Business Group. Independent, self-motivated, and creative professional - capable of adapting quickly to a fast-paced environment.

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Willingness to travel.

Even better if you have:

  • Bachelor’s degree in Business, Research, Customer Experience and related field or equivalent work experience.
  • Four or more years of experience with Customer Journey Mapping, and/or managing a customer experience program or customer engagement process.
  • Ability to facilitate and lead customer journey mapping sessions with multiple stakeholders.
  • Excellent communication, presentation, interpersonal and analytical skills.
  • Experience working in a technology product space following agile development with a strong knowledge of JIRA and user story development.
  • Analytical and business modeling experience.
  • Knowledge of NPS and linkage to product development efforts.

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.

Product Customer Journey Mapping Manager
Waltham MA USA