Sr Experience Specialist

When you join Verizon
Verizon is one of the worlds leading providers of technology and communications services, transforming the way we connect around the world. Were 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 youre fueled by purpose, and powered by persistence, explore a career with us. Here, youll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
About the Role:
We are seeking a certified Product Owner with a strong background in managing Conversational AI (Chat & Voice) channel experiences within the telecom sector. Youll be at the forefront of integrating AI-driven chat and voice solutions to enhance user experience, reduce response time, and ensure customer satisfaction.
You will be part of the team to develop state-of-the-art AI-driven chat and voice solutions that resonate with our user base, align with business objectives, and set the benchmark in the telecom industry.
What youll be doing...
1. Product Ownership: Drive the vision and direction of the product, ensuring alignment with organizational goals and user needs.
2. Backlog Prioritization: Refine and manage the product backlog, ensuring clarity, feasibility, and value in every item, especially those related to Conversational AI.
3. Stakeholder Management: Build and maintain strong relationships with internal and external stakeholders, ensuring their needs are understood and addressed in product development.
4. Customer Centric Conversational experience flow Design: Oversee the design of intuitive and efficient chatbot and voice interactions, ensuring adherence to Chatbot Flow Guidelines & Principles.Understand online shopping behaviors, customer support needs, and telecom trends to inform AI channel strategies. Ensure a seamless and intuitive user journey.
5. Data Analysis: Extract insights from data to inform product decisions, ensuring alignment with market trends and user behavior.
6. Continuous Learning: Stay updated with the latest trends in AI/ML and conversational experience design, applying this knowledge to product enhancements.
7. Partner/Stakeholder Collaboration: Work closely with US partners, cross-functional teams, ensuring effective communication and collaboration throughout the product lifecycle.
8. Visionary Leadership: Define and drive a product vision that aligns with market trends, stakeholder feedback, and organizational objectives, especially in the telecom and e-commerce sectors.
9. AI-Driven Strategy: Collaborate with AI specialists and cross-functional teams to develop and integrate machine learning models that enhance responsiveness, accuracy, and overall user experience.Collaborate with sales and marketing teams to utilize AI channels for promotions, recommendations, and upselling.
10. Performance Monitoring, Feedback and Iteration:Regularly track and analyze AI channel metrics related to user engagement, customer satisfaction, sales conversions, and resolution times. Establish robust systems to gather user feedback and continuously improve the AI channel experience.
11. User Journey Mapping: Define and refine user journeys for shopping via chat and voice interfaces.
Youll need to have:
- Bachelors degree in Business, IT, or a related field OR six or more years of work experience.
- Use case development knowledge.
- Certification in Product Management & In-depth knowledge of all scrum methodologies.
- Strong understanding of Conversational AI applications & Design experience in Customer facing applications/products.
- Proactive approach to problem-solving and user experience enhancement.
- A positive attitude, reliability, and a strong eagerness to learn and upskill
- Strong analytical skills with an ability to discern business trends.
- Excellent communication skills, both written and verbal.
Even better if you have:
- Experience in the telecom industry, e-commerce, or customer support domains.
- Proactive approach to problem-solving and user experience enhancement.
- Demonstrable knowledge of Chatbot Flow Guidelines & Principles.
-Masters degree in Computer Science or relevant.
- 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.
- Comprehensive understanding of AI/ML technologies and their applications in conversational platforms.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you dont meet every "even better" qualification listed above.
Where youll be working
In this hybrid role, youll have a defined work location that includes work from home and assigned office days set by your manager.
Scheduled Weekly Hours
40
Diversity and Inclusion
Were proud to be an equal opportunity employer. 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.