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

AI in this work

  • Decks built with AI from the meeting notes, so each session opened current on the last.
  • Current-state and future-state storyboards generated from the customer story, then redrawn for the room.
  • Initial tests run with synthetic users to scope the research before the Consumer & Market Insights team was engaged.

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What's inside

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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