Director of Customer Journey Strategy & Architecture

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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.

What we are looking for:

You'll need to have:

• Bachelor's degree or four or more years of experience.

• SaaS CX Leadership: Eight or more years of deep experience in Customer Experience Strategy, Customer Success, or Customer Journey Architecture in a complex B2B SaaS environment, with three or more years managing specialized teams at leadership level.

• Behavioral Expertise: A profound understanding of customer psychology. You design journeys based on how users actually think, make decisions, and adopt new habits to achieve their own business goals.

• Operational Execution: Proven ability to audit, restructure, and fully operationalize end-to-end journeys. You know what it takes to build the technical and human workflows that execute the strategy across all mediums.

• Business Acumen & Proven Outcomes: A robust portfolio of proof. You can demonstrate exactly how your journey architectures directly drove hard business metrics like NRR, expansion revenue, and churn reduction.

• Executive Influence: The authority and facilitation skills to govern complex, cross-functional initiatives, lead high-stakes design workshops, and secure alignment from VP and SVP-level stakeholders.

• Data Fluency: Strong proficiency in translating behavioral data and predictive analytics into actionable CX strategy using BI tools (Tableau/Looker) and Customer Success platforms (Gainsight).

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

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.