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...

Aligned with CX Strategy, this role within the insights and engagement team, develops and implements analytic views that generate holistic understanding of customers. This role requires someone who is a well-rounded individual with deep knowledge of data marts, predictive/prescriptive analytics, excellent communication, interpersonal, presentation, financial/analytical and social skills.

The role requires a consistent track record in leading a consumer customer experience program guided by data and implementing broad based technology solutions. Creates and enjoys being part of an environment that promotes customer centricity, teamwork and accountability. You will be part of vibrant and growing team that generates insights and customer experience solutions for the entire Consumer CX Organization. There will be a balance strategic thinking, goal setting, dashboard development, data systems and tools transformation, project management, results accountability, cross-functional collaboration, creative ideas and “rolling up the sleeves” to resolve tactical issues.

Responsibilities:

• Design, build and run centralized CX infrastructure that provides understanding of customer experience across various channels

• Design, build and implement VOC data architecture and data engineering in partnership with GTS, AI&D and Vendors

• Create and track KPI's to measure customer experiences that are highly correlated to NPS

• Create and maintain executive level and user-friendly CX dashboards that are visually effective and factually accurate.

• Enhance and supplement the experience storyboards by combining analytics, reports, data and feedback from existing assets generated by other channels, CMI and finance.

• Develop and present executive readouts of baseline performance of CX Journey experiences, performance trends and anomalies.

• Leads the design and build of large and complex data sets from spurious sources while thinking strategically about uses of data and how data use interacts with data design.

• Enable CX org to lead from a customer-centric position, by generating a comprehensive view of the full customer journey, as well as the ability to obtain deep, granular insight on what is driving customer experience and NPS

What we're looking for...

You are able to challenge the status quo by demonstrating a willingness to re-invent the current process and policies, and adopt change as a challenge.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.

• Six or more years of relevant work experience.

• Experience with SQL to extract and manipulate data and draw insights from large data sets

• Experience with analyzing messy data to identify patterns and trends and report insights to both technical and business users

• Experience with developing visualizations using Tableau, Thoughtspot or other data visualization tools is nice to have

Even better if you have one or more of the following:

• Background in marketing, business transformation, data science, customer experience either in a business, agency or consulting organization

• Experience with developing and automating data analytics and perform ad-hoc analysis

• Responsible for leading the design and implementation of processes and layouts for complex, large-scale data sets used for modeling, data mining, and research purposes.

• Experience in data engineering and predictive analytics

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 assigned office days 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, Nevada, New York, Rhode Island or Washington work location, the compensation range for this position is between $126,000.00 and $234,000.00 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.