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We are seeking a visionary and strategic Sr. Director of Customer Experience Transformation to join our executive leadership team. Reporting directly to the President of Verizon Connect, this role is pivotal in shaping our overall business strategy and driving revenue growth by establishing our customer experience as the undisputed best in the telematics and fleet management SaaS industry. 

The Sr. Director will be the chief architect and champion of the end-to-end customer journey. You will be responsible for orchestrating a cohesive and world-class experience at every touchpoint, from the initial prospect interaction through onboarding, adoption, renewal, and expansion. This is a highly cross-functional leadership role, responsible for identifying and closing experiential gaps that lead to customer churn or inhibit growth.

You will lead a multi-disciplinary, cross-functional team of experts across UX Design, Customer Education, Customer-Facing Field Enablement, Change Management, and Customer Research, uniting them under a single vision to deliver measurable business impact. 

What you'll be doing:

• Customer Journey Strategy & Vision:

  • Develop, articulate, and execute a comprehensive, company-wide customer experience strategy that aligns with our revenue and growth objectives. 

  •  Map and reconstruct the entire customer journey from its foundation, identifying key moments of truth, friction points, and opportunities for delight and value creation.

  • Utilize data, analytics, and insights from the Customer Research team to create a deep, empathetic understanding of our customers' needs, motivations, and challenges. 

  • Define, track, and report on key performance indicators (KPIs) for customer experience and customer-led growth, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer lifetime value (LTV). 

• Leadership & Cross-Functional Execution: 

  • Lead, mentor, and inspire a high-performing and newly established organization responsible for UX Design, Customer Education, Change Management, and Customer Research. 

  •  Act as the primary driver for transformative, cross-functional initiatives aimed at improving the customer experience, collaborating closely with leaders in Product, Engineering, Sales, Marketing, and Customer Success. 

  • Champion a customer-centric culture across Verizon Connect, ensuring the voice of the customer is embedded in all strategic decisions and operational processes. 

  • Drive execution on programs designed to close identified gaps, facilitating business process innovation and ensuring accountability and measurable outcomes across all functions. 

• Value Management & Customer Success: 

  • Integrate Value Management principles into the customer journey, developing frameworks to help customers define, realize, and articulate the business value they achieve from our solutions. 

  • Partner with the Customer Success organization to ensure that our customer experience strategy directly supports proactive value engagement, adoption, retention, expansion and customer reference-ability. 

  • Leverage insights to inform product roadmap decisions, go-to-market strategies, and service delivery models. 

• Operational Excellence & Innovation: 

  • Build scalable processes and programs that enhance the customer experience at every stage of their lifecycle. 

  • Oversee the development of world-class customer education and training programs that accelerate time-to-value and drive deep product adoption. 

  • Ensure our field teams are enabled with the right messaging, tools, and revamped processes to deliver a consistent and exceptional customer experience. 

  • Stay on top of leading CX trends and best practices from leading SaaS organizations to continuously innovate and elevate our approach. 

What We're Looking For: 

Required:

• Executive Experience: 10+ years of progressive experience in Customer Experience, Customer Success, and Client Services, with at least 7+ years in a senior leadership role (Sr. Director, VP, or equivalent) managing multi-disciplinary teams in a B2B SaaS or technology-driven service environment. 

• Revenue & P&L Acumen: Proven experience managing revenue-generation initiatives, with direct or indirect responsibility for a large book of business and a track record of driving measurable revenue growth, expansion, and retention.

•  Journey-Mapping Expertise: Deep, hands-on expertise in designing, implementing, and reconstructing the end-to-end customer journey from its foundation, with specific experience in Digital Customer Journey Planning for a large (800+) B2B SaaS customer base. 

• Data-Driven & Metrics-Obsessed: A highly analytical leader with a history of using data to drive outcomes. Must show proven success in measurably lifting NPS scores (e.g., by 10-12 points), achieving unprecedented customer retention, reducing customer-initiated errors, and cutting client attrition. 

• Cross-Functional Transformation: Exceptional ability to lead transformative change across a large, matrixed organization; experience facilitating business process innovation events with executive-level stakeholders to drive bottom-up issue resolution. 

• Functional Leadership: Direct leadership experience over the functions central to this role:

  •  Customer Education / Learning: Crafting innovative training strategies and streamlined onboarding programs that measurably reduce time-to-readiness (e.g., from 90 to 45-60 days) and elevate learner satisfaction.

  • Field Enablement: Empowering large (250+) customer-facing teams (e.g., Consultants, Field Service) with cutting-edge tools and revamped processes to improve client engagement and decision-making. 

  • Communications: Devising and implementing multi-channel communication strategies that simplify the customer experience and drive positive behavior change.

• Executive Presence: Outstanding communication and influencing skills, with the ability to articulate a clear vision and present findings to C-level executives and external partners. 

• Customer Success Domain: Deep domain expertise in Customer Success Strategy, including managing teams of customer success professionals responsible for retention, satisfaction, and value engagement. 

Even Better If You Have: 

• Design Thinking Certification or deep practical experience in Design Thinking & Innovation methodologies. 

•  Experience with formal Value Management frameworks and a proven ability to articulate and reinforce the value proposition to customers. 

• Experience deploying innovative technology (e.g., smart-video solutions) to scale customer engagement and improve loyalty. 

• Domain expertise in telematics, IoT, fleet management, or a related technology sector. 

• An MBA or a Bachelor of Business Administration (BBA). 

In this remote role, you'll work from home with occasional in-person trainings and meetings.

Scheduled Weekly Hours

40

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, stock incentive programs, 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, we’ve 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.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.