Remotely WFH Jobs Manager Customer Experience Journey Strategist

Manager Customer Experience Journey Strategist

  • Anywhere

When you join Verizon
Verizon is one of the world?s leading providers of technology and communications services, transforming the way we connect around the world. We?re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together?lifting up our communities and… striving to make an impact to move the world forward. If you?re fueled by purpose, and powered by persistence, explore a career with us. Here, you?ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
What you’ll be doing?
We?re looking for a growth-oriented professional to bring passion, creativity, and innovation to the growing Verizon Business Group?s Customer Experience Team. As the Manager Customer Experience Journeys Strategist for Verizon Business Group?s Customer Experience Team, you will be a critical driver in our work to enhance great customer experiences for customer communications. This individual will lead communication strategies to manage the end-to-end CX for Business Markets and Global Enterprise and Public Sector, acting as a central point of contact for building and refining orchestration journeys for transactional and non-marketing communications.
In this role, the Digital Journey Strategist will be responsible for owning a multitude of transactional comms templates to audit for completeness, accuracy, and brand compliance. The strategist will build connected customer journeys and provide recommendations for improvements ? to deliver positive results for NPS and drive growth/loyalty priorities for business customers. This individual will work closely with the database marketing team, and business stakeholders in CX/Product/Digital Ops/Sales and IT to implement plans for journey improvements and enhanced capabilities.
Own the end-to-end transactional journeywork, logic sequencing and touchpoint strategy for transactional and other omnichannel communications for VBG customers.
Build, map and analyze customer journeys, identifying gaps and implementing on planned recommendations to drive NPS and churn/growth goals for the CRM team.
Drive transformation by leading design and flow improvements, incorporating customer data and business insights for a superior customer experience.
Possess understanding of direct marketing best practices across key tactics (email, direct mail, SMS, digital banners and campaigns) to influence communication journeys from purchases, legal and compliance events.
Work closely with agency and other creative partners in the design, build, and testing for emails, SMS, and other ad-hoc communications ensuring standards and system classifications are met aligned with future platform migration efforts.
Work across cross-functional teams in leading design thinking and brainstorming exercises to influence the overall CX comms blueprint and touchpoint strategy.
Where you?ll be working?
In this hybrid role, you?ll have a defined work location that includes work from home and assigned office days set by your manager.
What we’re looking for?
You?ll need to have:
Bachelor?s degree or four or more years of work experience.
Six or more years of relevant work experience.
Experience in marketing and/or digital marketing to business customers.
Experience in executing on marketing communications including Email, SMS and/or Push Notifications.
Program delivery and execution experience.
Even better if you have one or more of the following:
AEM (Adobe Experience Manager) experience.
Agency experience.
Digital Marketing/Customer experience certification.
Working knowledge of Adobe, Marketo, Pega tools.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don?t meet every ?even better? qualification listed above.
Where you?ll be working
In this hybrid role, you’ll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours 40

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.
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 benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we?ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
If you are hired into a California, Colorado, Connecticut, Hawaii, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $94,000.00 and $175,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours