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Verizon
7701 E Telecom Pkwy, Temple Terrace, FL (FL0321); Rolling Meadows, Illinois
Source: Verizon careers · View original posting
From Verizon's posting. “We” and “our” refer to the employer.
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.
Role Overview
At Verizon Connect, our growth relies on how well we understand and guide our customers. We are seeking a Director of Customer Journey Strategy & Architecture to design and operationalize the end-to-end customer experience across every touchpoint - human, digital, and in-product.
Reporting to the Sr. Director of Customer Experience & Transformation, you will act as the business owner for the comprehensive customer lifecycle. You bring a deep understanding of customer psychology and behavioral design, knowing exactly what motivates a customer to activate, adopt, expand, and advocate.
This is a business-critical leadership role focused on revenue outcomes. You will architect the overarching strategy, diagnose complex systemic friction, and lead a specialized cross-functional team to build the exact interventions required to drive product adoption, fuel expansion, and protect Net Revenue Retention (NRR). You will partner across Customer Success, Product, Sales, and Support to ensure every customer transition is seamless, personalized, and actively drives business growth.
Core Impact & Responsibilities
End-to-End Journey Architecture & Execution: Translate enterprise goals into meticulous customer journey maps and orchestrate their execution. You design the blueprint and lead the cross-functional teams to build the operational engine that makes the journey a reality.
Behavioral Design for Growth: Apply customer psychology to proactively drive specific user behaviors. Design precise interventions that motivate customers to engage deeply, expand their footprint, and become vocal advocates.
Omnichannel Orchestration: Build unified experiences that seamlessly blend human-led consulting with in-product guidance and asynchronous digital touchpoints, ensuring each channel amplifies the others.
Friction Diagnosis & Process Engineering: Identify root-cause friction points in the customer lifecycle. Lead cross-functional workshops to redesign systemic workflows, eliminating the effort tax for both customers and internal teams.
Executive Alignment & Governance: Act as the ultimate business owner for the customer experience matrix. Partner with Product, Engineering, and Sales leadership to align the technical roadmap with revenue-protecting CX strategies.
Data-Driven Strategy: Define the business requirements for predictive health scoring and journey analytics. Translate complex data sets (Salesforce, Gainsight, BI tools) into actionable executive insights that dictate our strategic focus and prove the ROI of CX interventions.
High-Performing Team Leadership: Direct a specialized team of CX strategists, journey mappers, and change management experts, fostering a culture of rapid iteration, process excellence, and measurable business impact.
The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $161,000.00 - $280,000.00.
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