Experience Manager-Senior Manager Mobile Applications

About the position The Lead Experience Manager at Verizon is responsible for leading a team that develops and implements strategies to enhance customer experiences across various mobile application journeys. This role focuses on understanding customer needs, driving growth, and improving engagement through innovative solutions. The manager will oversee the customer lifecycle, ensuring exceptional experiences from shopping to onboarding and management, while also mentoring team members and collaborating with various internal departments.

Responsibilities

• Lead a team to develop and implement strategies for customer experience improvement.

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• Understand customer needs and create strategies for exceptional experiences across the customer lifecycle.

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• Drive continuous improvement in mobile application experiences and features.

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• Analyze customer behavior data to identify insights and opportunities for performance enhancement.

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• Develop a customer-first strategy and roadmap for transforming core initiatives into best-in-class user experiences.

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• Organize feature backlog to optimize delivery in alignment with business priorities.

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• Provide expertise and leadership across internal teams including Digital Operations, Engineering, and Marketing.

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• Convert strategic ideas into executable actions by defining solution requirements and facilitating team activities.

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• Develop reports to provide an overview of experience performance.

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• Mentor team members on user story and acceptance criteria structure.

Requirements

• Bachelor's degree or four or more years of work experience.

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• Six or more years of relevant experience in experience management or related fields.

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• Demonstrated leadership of Experience Teams in solving complex problems.

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• Proven record of implementing innovative efforts to improve customer experience.

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• Experience with agile methodology and tools.

Nice-to-haves

• A degree in Customer Experience Management (CXM).

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• Ability to translate complex technical requirements into intuitive user experiences.

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• Portfolio examples of enterprise applications.

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• Experience with design tools like Figma, Adobe XD, and Adobe Creative Cloud.

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• Experience with Smart Sheets and/or Google Suite.

Benefits

• Health and wellness benefits

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• Short term incentives

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• 401(k) Savings Plan

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• Stock incentive programs

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• Paid time off

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• Parental leave

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• Adoption assistance

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• Tuition assistance

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