Verizon Digital User Experience Specialist in New York, New York

What you’ll be doing...

The Consumer and Mass Business Digital Engagement Team manages the digital customer experience for new and existing Fios and High Speed Internet customers across all digital channels including desktop, mobile, chat, forums, and mobile apps.

The Digital Engagement team at Verizon is hiring for a Digital User Experience Lead to play a leading role in developing and expanding the Digital Support experience. This employee would be responsible for the overall look and feel of the Fios digital support experience. He/she would leverage UX research and best-in-class support experiences to drive IT and design teams in creating a consistent and best-in-class support experience for Fios customers.

This role will work closely with other teams including IT, Analytics, Business Transformation, Call Center, Legal, Testing and the rest of the Digital team to expand the usage of Support content and tools.

This position will require strengths in:

  • UI/UX strategy and development

  • Digital measurement

  • Product development

  • Project management

  • Problem solving

  • Communication/presentation skills

  • Stakeholder management

  • Organizational skills

Responsibilities

  • Lead the overall UI/UX discipline for Digital Support by aligning design and IT teams to strategy

  • Lead the development of Digital Support content pages

  • Manage the development and strategic roadmap for the Contact Us page

  • Work with mobile team to develop mobile-specific digital support experience

  • Manage the day-to-day operations for large-scale content overhaul

  • Present daily/weekly/monthly metrics to teams and executives

What we’re looking for...

What you’ll have

  • Bachelor’s degree or 4 or more years of work experience.

  • Minimum 4 or more years’ experience with digital/mobile project management

  • Minimum 4 or more years’ experience with digital/mobile strategy and development

  • Minimum 4 or more years’ experience with digital metrics

Even better if you have

  • Ability to forge strong relationships with both IT (web, ops, development, etc.) and business (PLM, Marketing, Metrics, Legal, Testing, etc.) teams

  • Demonstrated collaborative and consensus building strengths

  • Outstanding analytical skills and problem solving skills

  • Demonstrated team player and leader who can effectively handle multiple priorities simultaneously

  • Strong communication (verbal/written) skills, with an ability to manage internal and external relationships up to senior levels of management.

  • Expert in storytelling and presenting

REQNUMBER: 463821-1A