Work Verizon

Half a Million People Ask to Come Back

Half a million people a year ask to come back. The only route runs through an agent, and it costs them their loyalty tenure.

~520K
Customers return each year
53%
Share of fast-path returns
$6.8M
Yearly handling-time cost, fast path
Role
Lead Experience Designer II
Team
Experience Architecture, Experience Ecosystem
Company
Verizon
Period
2025 — Present

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Explore a fractured return path where doing the right thing literally cost employees money. See how we orchestrated a comprehensive solution from raw customer feedback and built a definitive business case for a strategic overhaul that began with no funding and no clear owner.

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