Hybrid CX Transformation Leader

Verizon; Rolling Meadows (IL); Hybrid; USD 141,000 - 245,000; Full time

Benefits offered by this job

Health benefits

401(k) matching

Paid time off

Job summary

Verizon seeks a Senior Manager, Customer Experience Transformation and Change, to bridge innovative technology with human users. Shape journeys, guide adoption, and partner with IT, Operations, Engineering and Product to bake in a human-centric approach from day one.

This role blends strategic influence with hands-on leadership in Design Thinking, Change Management, and CX empathy across a large enterprise. Hybrid work with three days in the office, with impact on customer and employee outcomes.

Qualifications

• Bachelor’s degree or 4+ years of work experience.
• Six or more years of relevant experience.
• Change Management mastery in guiding large organizations through digital shifts.
• Design Thinking and journey-mapping experience with cross-functional stakeholders.
• Executive presence with senior leaders.
• CX and empathy understanding customer experience.
• Translating tech to humans for simple adoption strategies.

Responsibilities

• Lead Design Thinking workshops with Product, Sales, Operations, and Customer Success.
• Break down current experiences and design a seamless digital journey.
• Ensure automated tools align with brand voice and user needs.

Skills

Design Thinking

Change Management

Executive Presence

CX Empathy

Translating Tech to Humans

Education

Bachelor’s degree or 4+ years of work experience

Tools

Prosci / ADKAR

Human-Centered Design Certification

Job description

Verizon seeks a Senior Manager, Customer Experience Transformation and Change, to bridge innovative technology with human users. Shape journeys, guide adoption, and partner with IT, Operations, Engineering and Product to bake in a human-centric approach from day one.

This role blends strategic influence with hands-on leadership in Design Thinking, Change Management, and CX empathy across a large enterprise. Hybrid work with three days in the office, with impact on customer and employee outcomes.