Experience Specialist II ( INTL )
- Verizon
- 4 - 6 years
- Hyderabad
- 2 months ago
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Job Description
What youll be doing...
- Identify opportunities to reimagine and revolutionize Customer Experience across Verizon products.
- Deliver service improvements to improve the customer experience across Verizon.
- Influence senior business and IT stakeholders to support and deliver proposed improvements.
- Use Net Promoter Score and other tools to measure improvements over time.
- Collate and analyze customer expressions of dissatisfaction and Net Promoter Score feedback, ensure that NPS increases across the organization over time.
- Deliver change initiatives identified internally or from external good practice to support these opportunities.
- Work across teams to continually eliminate unnecessary processes and continually implement new ways to enhance Customer Experience.
- Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements.
- Lead the ideation of new solutions to meet customers changing expectations.
- Monitor and forecast customer experience trends and impacts.
- Market study and research across industry to bring insights on new customer experience trends.
- Bring in new design thinking and innovative ideas to enhance customer experience.
- Chart down customer journeys across various transactions and identify process gaps and opportunities.
- Convert user stories into customer experience design
- Analyse data, identify the issues and create measurable journeys or solutions
What were looking for...
You'll need to have:
- Bachelors degree or four or more years of work experience.
- Three or more years of relevant work experience.
- Experience as a Product Owner with working knowledge in Data Analytics.
- Design experience in Customer facing applications/products.
- Experience in NPS tracking and improvements.
- Experience in Design Thinking concepts.
Even better if you have:
- Bachelors degree in Computer Science or four or more years of work experience.
- Master's degree in Computer Science or relevant.
- Four or more years of experience managing Business Process and Solutions.
- Strong knowledge of industry wide best practices when it comes to customer experience.
- Ability to give constructive criticism and challenge co-workers to think at their best.
Where youll 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
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Data Science & AnalyticsRole Category: Data Science & Analytics - OtherRole: Data Science & Analytics - OtherEmployement Type: Full timeContact Details:
Company: VerizonLocation(s): Hyderabad+ View Contact
Keyskills: Data Analytics NPS tracking customer experience design Customer facing applications customer support
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