…The Verizon Consumer Group Customer Experience Organization is building a centralized Experience Management and Orchestration practice serving all customer touchpoints to deliver one exceptional Verizon experience. The organization is a key enabler to delivering the business plan by driving experience-led transformation. Our winning strategy is to deliver a customer-first, digitally-enabled experience by putting both customers and frontline employees at the forefront of everything we do. The Se... more details
When you join Verizon
Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect around the world. We’re a human network that reaches across the globe and works behind the scenes. We anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together—lifting up our communities and striving to make an impact to move the world forward. If you’re fueled by purpose, and powered by persistence, explore a career with us. Here, you’ll discover the rigor it takes to make a difference and the fulfillment that comes with living the #NetworkLife.
What you'll be doing…
The Verizon Consumer Group Customer Experience Organization is building a centralized Experience Management and Orchestration practice serving all customer touchpoints to deliver one exceptional Verizon experience. The organization is a key enabler to delivering the business plan by driving experience-led transformation. Our winning strategy is to deliver a customer-first, digitally-enabled experience by putting both customers and frontline employees at the forefront of everything we do.
The Senior Analyst- Customer Insights will support work for “Voice of the Customer” for Digital Channel.
Responsibilities:
Collecting, analyzing, and interpreting customer feedback from various sources such as surveys, social media, reviews, and community interactions.
Identifying key themes, trends, and insights from customer feedback to provide actionable recommendations to cross-functional teams.
Maintaining detailed records of all actions taken, including progress updates, stakeholder communication and measure effectiveness to business goals
Developing high-quality, visually appealing presentations that effectively communicate complex information to diverse audiences by organizing content logically and coherently, ensuring a smooth flow of information and a clear narrative.
Utilizing data visualization techniques to present complex information in a clear and compelling manner.
Collaborating with product managers, marketing teams, and GTS to prioritize and address customer pain points and enhance the overall customer experience.
What we're looking for...
We are seeking a talented candidate with exceptional orchestration, presentation skills and be able to dig into the details to craft, synthesize and strengthen a compelling CX strategy to join our team. The ideal candidate will play a pivotal role in shaping our action plans by deeply understanding customer feedback and translating it into actionable insights.
You'll need to have:
Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience.
Exceptional communication, networking and presentation skill sets
Apply design principles to create clean, professional slides, including the use of graphics, charts, and other visual elements to develop presentations to leadership.
Narrative-building capability to prioritize and synthesize diverse data sets into a coherent, connected, contextually rich and compelling plan
Experience leading vendor / partner relationships
Passion for understanding customer needs and driving business growth through customer-centric strategies.
Even better if you have one or more of the following:
Bachelor's degree in Business, Marketing, Psychology, Communication, or related field. Advanced degree preferred.
Strategic planning, research development or proficiency in data visualization tools.
Experience in leading research, product, channel management or marketing programs - preferably in the Telecommunications space.
Experience navigating complex / matrixed organizational structures - including across senior management.
The ability to excel in a fast-paced environment, effectively prioritizing your time and output across competing priorities.
If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.
In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.
Scheduled Weekly Hours
40
Equal Employment Opportunity
We’re proud to be an equal opportunity employer - and celebrate our employees’ differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.
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 benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $80,000.00 and $148,000.00 annually based on a full-time schedule. 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.
