Senior Director, Experience Assurance

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Overview

Verizon is undergoing a strategic transformation, building a world-class product and revenue organization committed to driving sustainable business growth and long-term customer value. The CXO Experience Assurance (XA) function enables this transformation by taking up-front, end-to-end accountability for quality across the full Planning-to-Delivery lifecycle, shifting customer-centricity to the beginning of the process. Operating as a forward-thinking innovation engine rather than a late-stage validation gate, this team acts as an embedded, upstream catalyst to architect simple and elegant customer journeys across all key lifecycle stages, including Awareness, Purchasing, Billing, Upgrades, Usage, Support, and Win back. 

As the Senior Director, you will lead a team that spearheads day-zero ideation and journey design alongside CXO Strategy, CX Design, and PRO partners to co-own customer outcomes. You will direct an organization of embedded experience design experts focused on tackling structural tension head-on, forcing critical tradeoffs, and ensuring that when a product, promotion, or process is conceived, an exceptional, frictionless customer experience is baked natively into its foundation. Your team bridges the space between strategic intent and core execution, aligning diverse teams around simplified customer flows without becoming a bureaucratic gatekeeper.  You will exercise this authority without direct ownership of software development squads or delivery PODs, driving execution excellence purely through relationship influence, co-owned lifecycle metrics, and non-negotiable experience quality gates.

We are seeking a deeply disciplined, analytically sharp Experience Assurance executive who operates as a master journey architect and behavioral economics strategist. You possess a sophisticated grasp of user-centered lifecycle design combined with a deep mastery of behavioral telemetry, allowing you to predict how product mechanics, promotional logic, and billing processes influence customer drop-off and long-term loyalty. Most importantly, you possess the exceptional emotional intelligence, data-driven storytelling capability, and commanding executive presence required to navigate early scoping tensions, collapse product-centric silos, and force the upfront tradeoffs needed to secure a unified, customer-first ecosystem.

What You’ll Be Doing

• Mandate Day-Zero Multi-Disciplinary Alignment & Shared Metrics: Partner directly with Strategy, Product, and Marketing leadership to ensure up-front collaborative planning, immediate operational trade-offs, and locked-in, co-owned North Star experience metrics before capital is committed.  

• Drive Upstream, Forward-Thinking Journey Innovation: Lead the creative conceptualization of simple, elegant solutions across the customer lifecycle, intentionally designing out structural complexity at the ideation stage rather than merely patching friction gaps post-development.  

• Forge Radical Cross-Functional Partnerships: Act as a critical partner across Domains, PODs, Marketing Strategy, Design, and Core Architecture to formalize journey foundations early, establishing the clean customer-intent guardrails required before handing off to Core Product & Delivery for detailed requirements and user story creation.

• Mitigate Upstream Risk & Track Multi-Tier Dependencies: Lead proactive ecosystem mapping to isolate critical design decisions early in the scoping pipeline, defining the definitive customer paths that downstream execution teams must build to.

• Operationalize the 7-Stage Customer Lifecycle: Systematically embed experience assurance standards and customer use-case frameworks across all seven designated focus areas: Awareness, Purchasing, Billing, Upgrades, Usage, Support, and Win back.

• Manage Continuous Validation from Pre-Production to Launch: Lead rigorous user experience assurance and validation to ensure final multi-channel deployments exactly match target customer outcomes.

• Govern Post-Launch Gap Closure & Telemetry Feedback: Oversee post-production verification routines using digital telemetry data to track active user behavioral insights, isolate live anomalies, and continuously optimize the active product backlog.

• Orchestrate Horizontal Matrix Influence & Governance: Drive end-to-end journey integrity and shape final deliverables across highly matrixed PRO and GTS organizations without direct line ownership of execution teams; leverage data-driven storytelling, telemetry insights, and upfront gatekeeping frameworks to command cross-functional alignment and enforce experience standards.  

Required Qualifications

• Bachelor's Degree or equivalent years of experience; Master's Degree is highly preferred.

• Minimum of 10 years of progressive leadership experience in customer experience strategy, product delivery, or experience transformation, with a proven track record of shifting quality assurance ecosystems upstream.

• Demonstrated success building deep, high-trust partnerships and managing shared KPIs across Product, Marketing, Design, and Engineering organizations within a complex, highly matrixed corporate environment.

• Exceptional capability in forward-thinking design, creative journey mapping, and reducing complex, multi-layered business processes into simple, intuitive customer experiences.

• Proven experience managing cross-functional leaders and building high-performing, innovative teams from the ground up (zero-to-one experience).

• Outstanding written and oral communication skills, with a track record of commanding executive presence and using data-driven narratives to align diverse business stakeholders.

• Exhibits a highly structured approach to process optimization, deep literacy in digital telemetry engines, and a practical understanding of how policy constraints directly impact front-line execution and digital conversions.

• Proven track record of operating successfully within a horizontal or platform-governance structure, with a demonstrated ability to heavily shape engineering and commercial outputs through indirect influence and matrixed accountability rather than direct delivery team ownership.  

• Demonstrated passion for fostering inclusive environments, building psychological safety, and empowering diverse, cross-functional teams to collaborate openly, challenge the status quo, and deliver collective innovation.

This role will be reporting to Jen Joyce

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

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, 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.

The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $183,500.00 - $352,000.00.

The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $202,000.00 - $352,000.00.