CX Transformation & Change Manager

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At Verizon Connect we are constantly building smarter faster and more intuitive digital tools to elevate our customer experience. But the best technology only works if people feel confident using it.

As the Customer Experience Transformation and Change - Senior Manager you are the bridge between our innovative technology and the humans who interact with it. Sitting within the Customer Experience CX organization your primary focus is ensuring our customers have a seamless intuitive experience as we introduce new digital and automated solutions. To make that happen you will also guide our employees through these changes so they are fully equipped to support our customers. You will partner closely with our Engineering Product and Operations teams to design human-centric journeys lead collaborative design workshops and drive true adoption across the board.

Core Responsibilities

Designing the Future Customer Journey (35%)

• Lead cross-functional Design Thinking workshops with leaders across Product Sales Operations and Customer Success.

• Break down our current customer experiences and design a new seamless digital journey.

• Ensure that when we introduce new automated tools to our customers they remove friction and feel like a natural helpful extension of our brand.

Driving Change & Organizational Adoption (35%)

• Build and lead the strategy to help drive change with customers and employees supporting those customers.

• Identify where employees or customers might feel confused or hesitant about a new digital tools and build proactive strategies to build their confidence.

• Act as the ultimate champion for the customer experience ensuring human needs remain front and center during rapid innovation and rollouts.

Bringing Empathy to Automation (15%)

• Use customer feedback behavioral data and human psychology to advise our Digital CX team on how our automated tools should interact with customers.

• Ensure our bots and digital pathways have the right brand voice empathy and pacing so customers still feel taken care of even when they arent speaking to a human.

Aligning Leaders & Breaking Down Silos (15%)

• Act as the connective tissue between different departments to ensure everyone is moving in the same direction for the customer.

• Translate the complex why behind our digital updates into clear compelling stories that win the support of leaders making it easy for them to champion the changes with their teams.

Strategic Impact & Authority

This is an individual contributor role with significant organizational influence. You act as a primary voice of customer and employee readiness. When we launch new portals or AI tools you partner with IT Ops Engineering and Product to ensure the human experience is fully baked in from day one. If a rollout needs more behavioral support or communication you are the strategic leader who waves the flag to pause realign and ensure we have the right adoption plan in place before going live. You will actively challenge thinking through deep collaboration bringing forth human-centric customer forward design.

Youll need to have:

• Bachelors degree or four or more years of work experience.

• Six or more years of relevant experience required demonstrated through one or a combination of work and/or military experience or specialized training.

• Change Management Mastery: Deep expertise in guiding large organizations and customer bases through significant operational or digital shifts.

• Design Thinking: Proven experience facilitating high-level Design Thinking and journey-mapping workshops with cross-functional stakeholders.

• Executive Presence: The ability to confidently advise senior leaders navigate differing opinions and align leaders around a shared human and customer-centric vision.

• CX & Empathy: A strong understanding of human psychology customer experience (CX) principles and what drives customer loyalty.

• Translating Tech to Humans: The ability to look at a complex software deployment and build a simple effective adoption strategy for the people who actually have to use it.

Even better if you have one or more of the following:

• Formal Change Management certifications (e.g. Prosci / ADKAR).

• Formal training or certification in Human-Centered Design or Design Thinking.

• Previous experience driving the adoption of new digital tools chatbots or automated workflows within a large enterprise or customer support center.

• A background in Customer Experience (CX) Strategy Organizational Psychology or advanced UX Strategy.

Scheduled Weekly Hours

Equal Employment Opportunity

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

Benefits and Compensation

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 up to 8 company paid holidays per year and up to 6 personal days per year paid parental leave adoption assistance and tuition assistance plus other incentives weve 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.