Senior CX Transformation & Change Leader

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

Benefits offered by this job

Health benefits

401(k) match

Paid time off

Job summary

Verizon Connect seeks a Senior Manager, Customer Experience Transformation and Change, to bridge innovative technology with human interaction. You will guide employees through changes and partner with IT, Ops, Engineering and Product to design human-centric journeys that support customers from day one.

You will lead Design Thinking workshops, define adoption strategies, and ensure our automated tools carry the right brand voice and empathy, even when interacting with customers.

Qualifications

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required.
• Deep expertise in guiding large organizations through digital shifts.
• Proven ability to facilitate Design Thinking workshops with cross-functional stakeholders.
• Ability to advise senior leaders and align across teams with a customer-centric vision.
• Strong understanding of CX principles and what drives loyalty.
• Ability to translate complex software deployments into simple adoption strategies.

Responsibilities

• Lead cross-functional Design Thinking workshops across Product, Sales, Operations, and Customer Success.
• Redesign current customer experiences into a seamless digital journey.
• Ensure automated tools remove friction and reflect the brand.
• Drive change with customers and employees to support new tools.
• Identify user confusion and build proactive adoption strategies.
• Champion customer experience and align with leadership during rapid rollouts.
• Advise Digital CX on bot interactions and pacing with empathy.

Skills

Change Management

Design Thinking

Executive Presence

CX & Empathy

Translating Tech to Humans

Education

Bachelor’s degree

Six or more years of relevant experience

Job description

Verizon Connect seeks a Senior Manager, Customer Experience Transformation and Change, to bridge innovative technology with human interaction. You will guide employees through changes and partner with IT, Ops, Engineering and Product to design human-centric journeys that support customers from day one.

You will lead Design Thinking workshops, define adoption strategies, and ensure our automated tools carry the right brand voice and empathy, even when interacting with customers.