Director - Digital Customer Experience - Verizon - New York

Job description
The Director Total Customer Experience will lead the strategic development and implementation of Total Experience guiding principles within Verizon. The Experience Director performs a critical role to ensure alignment with the brand strategy through insight analysis, deep customer understanding, and designing new customer experiences. The Experience Director will actively engage senior executives, key stakeholders, peer teams, and business partners to lead the ongoing evolution of the customer journey and experience. This role requires frequent collaboration and transparency from working to senior leadership levels to transform the experience. The Experience Director will validate and sign-off on deliverables that reach consumers to ensure alignment with the brand and Total Experience strategy.


Strategic Initiatives & Roadmaps (40%)

Direct and design initiatives creating new experiences that fulfill the brand, purpose, and strategy

Inform the definition and development of new/existing experiences across all moments of truth along the customer journey

Develop strategic roadmaps, define requirements, processes and generate business cases to support work stream objectives

Champion and prioritize initiatives to ensure the greatest improvement across all touch points of the customer journey

Share intelligence of Total Experience initiatives and interrelated activities to ensure synergy and avoid experiential breakdowns or collisions

Lead the Total Experience by holistically evaluating opportunities for new experience design

Articulate work stream initiatives, business drivers, and provide recommendations to ensure senior leadership is equipped with the information needed for mission-critical decisions, and assess cost and revenue impact of new processes and transformation investments

Perform as the strategic expert to embed the Total Experience guiding principles



Cross Functional Integration (35%)

Lead and develop a multi-disciplinary team consisting of both direct reports and indirect resources throughout the company

Ensure the team delivers the highest standard of departmental, cross-discipline, and intra-company teamwork and collaboration

Build and sustain alliances at the executive level to advance the Total Experience philosophy, methodology, and guiding principles

Leverage insights from multiple sources to understand customer expectations, pain points, and gaps/opportunities within the work stream

Partner with several staff functions to provide governance, streamline deliverables, and achieve high performing results

Incorporate Lean Six Sigma methodology to simplify processes with the objective of delivering higher quality and increasing return on investment (ROI)



Operational Deliverables (25%)

Create summary business cases and decks that outline scope, objectives, and key deliverables

Gain in-depth understanding of process flows and collect objective evidence to substantiate areas where breakdowns/gaps exist

Exercise significant, independent judgment within broadly defined policies/practices to determine the best methods for accomplishing work and achieving objectives

Use real-time data to respond to short-term threats (volume spikes) and identify larger opportunities (design, innovation, customer experience) by creating transparency of information from working to executive levels

Oversee tracking/status updates of experience/process strategy and improvement projects generated by the Total Experience team and specific work stream

Director will have P&L responsibility for internal and external budget

Desired Skills and Experience
QUALIFICATIONS:

10+ years multi-disciplinary leadership experience

7+ years combined experience in sales/marketing/operations/customer service/client management

Demonstrated program/project management in a cross-functional environment

Excellent skills required to compile, analyze customer data and understanding cause and effect relationships

Comprehensive understanding of customer experience, company policies, procedures, and KPI measurements

Strategic and analytical thinker who can assess data and make appropriate process decisions/recommendations

Ability to work under pressure on multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities

Strong written and oral communications skills with the ability to present and work with senior leaders

Ability to gather information; extract relevant data and apply knowledge to develop and create communications

Keen understanding of the elements required to define and develop a leading customer experience

Strong follow up, organization and prioritization skills with excellent attention to detail

Strong proficiency using Microsoft Office

Understanding of Lean Six Sigma methodology a plus

BA or BS preferred

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