Sr. Director-Digital Customer Experience

You want more out of a career. A place to share your ideas freely - even if they're daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love - driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together - lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What You'll Be Doing...

95% of Verizon's customers choose to interact with us digitally, on devices powered by our industry-leading network. As such, we're looking for a leader who will bring vision, best-in-class digital experience skills and a transformational commitment to our Digital Customer Experience organization within the Verizon Consumer Group. Sitting at the intersection of user experience, technology, and business, the Sr. Director, Digital Customer Experience will be responsible for growth across all of our critical digital customer activities. This leader's top priorities include upgrades, revenue-accretive transactions, and onboarding. They will also partner with the Sr. Director of Digital Customer Service, Support & Loyalty with experience to provide thought leadership to Verizon's most senior commercial and technical leaders. Working in close partnership with Marketing, Product, and Global Technology, the Sr. Director will orchestrate across all functional teams for experience delivery and agile testing/optimization to differentiate Verizon as a leading experience among technology brands.

You will be responsible for...

• Growth in customer digital interactions, including upgrades, delivered in partnership with key Verizon stakeholders

• Maximize customer value and enhance the quality of sale (VMP, Perks, Plan Optimization)

• Digital Onboarding - ensuring customers have an exceptional experience during the first 30-45 days with Verizon

• Exploring and applying best-in-class digital experience tools and techniques (e.g. automation, AI/ML, personalization) via an agile operating model

• Leading agile core teams (Product Owners and Product Managers) responsible for delivering new experiences and site enhancements

• Partnering closely with Digital Operations leaders to resolve defects and improve performance (load times, satisfaction scores, uptime rates)

• Ensuring tight linkage across cross-functional teams and business owners to define sales and service initiatives in partnership with the optimization of our funnel and the use of promotions and offers

• Establishing and maintaining partnerships with key leaders in Marketing, Product, and Global Technology to orchestrate the launch of new experiences/journeys.

• Establishing and maintaining partnerships with key leaders in Legal and Finance to ensure compliance with evolving data & privacy policy and expectations.

• Leading the identification and implementation of project management processes, methods, tools, guidelines and standards to establish a stable framework that supports all projects.

• Ensuring clarity on deliverables from each stakeholder team member.

• Maintaining current knowledge of industry issues, trends, the changing competitive landscape, and best practices.

Critical Leadership Capabilities

Driving Results

• Uses data-driven decision making and challenges assumptions and conventional wisdom with specific, supported, reasoned proposals.

• Effectively manages resources by prioritizing projects with the highest potential impact/ return/yield and meets business requirements.

Collaborating and Influencing

• Identifies and meets with key stakeholders to help them form consensus and engage in dialogue to reach a final conclusion together, compromising as necessary for results.

• Develops a clear understanding of which relationships are most important to the organization and its stakeholders, and builds a network prioritizing these relationships.

Leading Change

• Challenge convention

Leading People

• Oversees multiple people leaders and motivates a team of employees to work in a coordinated approach to maximize business transformation and operational efficiency.

• Demonstrates strong people leadership skills, including being perceived as genuinely caring, empathetic, fair, motivating, and instills a positive mindset.

• Drives a culture where the Verizon Consumer Group is viewed by employees as THE employer of choice.

What we're looking for:

• Bachelor's degree or equivalent work experience.

• 10+ years in digital experience management, digital marketing, strategy, business transformation, and technology management across telecommunications and high-tech businesses.

• Demonstrated expertise in business transformation and platform, process, and technology innovation. Ability to bring an enterprise-wide perspective; understanding how channels integrate across the organization and the importance of the full customer lifetime value.

• Proven track record of growing and leading a technically advanced team of digital professionals

• Experience in a large, complex organization. Ability to bring an enterprise-wide perspective; understanding all revenue streams and how channels operate across the organization and the importance of a coherent long-term corporate/ BU/ platform strategy.

• Experience operating and making adjustments in a complex, changing environment.

• Experience across multiple domains, industries, and geographies to understand the implications of decisions across both VCG and Verizon.

• Proven ability to build consensus across various domains of the organization, including driving change in both bottom-up and top-down approaches.

• Exceptional communication skills

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.