CX Transformation & Change Manager

When you join Verizon You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world.

Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

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 aren't 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.

You’ll need to have:

Bachelor’s…