CX Transformation & Change Manager

Verizon

Senior Manager guiding customer experience transformation and change for Verizon Connect. Leading workshops, driving adoption, and ensuring seamless integration of digital solutions.

Posted 6/26/2026full-timeRolling Meadows • Florida, Illinois • 🇺🇸 United StatesMid-LevelSenior💰 $140,500 - $245,000 per yearWebsite

About the role

Key responsibilities & impact

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.
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 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.
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.
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.

Requirements

What you’ll need

Bachelor’s degree or four or more years of work experience.
Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Change Management Mastery: Deep expertise in guiding large organizations and customer bases through significant operational or digital shifts.
Design Thinking: Proven experience facilitating high-level Design Thinking and journey-mapping workshops with cross-functional stakeholders.
Executive Presence: The ability to confidently advise senior leaders, navigate differing opinions, and align leaders around a shared human and customer-centric vision.
CX & Empathy: A strong understanding of human psychology, customer experience (CX) principles, and what drives customer loyalty.
Translating Tech to Humans: The ability to look at a complex software deployment and build a simple, effective adoption strategy for the people who actually have to use it.
Formal Change Management certifications (e.g., Prosci / ADKAR) are a plus.
Formal training or certification in Human-Centered Design or Design Thinking is a plus.
Previous experience driving the adoption of new digital tools, chatbots, or automated workflows within a large enterprise or customer support center is a plus.
A background in Customer Experience (CX) Strategy, Organizational Psychology, or advanced UX Strategy is a plus.

Benefits

Comp & perks

health insurance
dental insurance
vision insurance
short and long term disability
basic life insurance
supplemental life insurance
AD&D insurance
identity theft protection
pet insurance
group home & auto insurance
matched 401(k) savings plan
up to 8 company paid holidays per year
up to 6 personal days per year
paid parental leave
adoption assistance
tuition assistance
premium pay options such as overtime and shift differential
vacation days that grow with additional service

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Hard Skills & Tools

Change ManagementDesign ThinkingJourney MappingCustomer Experience (CX)Human-Centered DesignDigital Tools AdoptionChatbotsAutomated WorkflowsBehavioral Data AnalysisDigital Strategy

Soft Skills

LeadershipCommunicationEmpathyExecutive PresenceCross-Functional CollaborationProblem SolvingCustomer AdvocacyStorytellingAdaptabilityConfidence

Certifications

ProsciADKARHuman-Centered Design CertificationDesign Thinking Certification