Voice of The Customer (VOC) - Survey Design Consultant

Voice of The Customer (VOC) - Survey Design Consultant| Project-program-management | Basking Ridge, NJ, USA

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Voice of Customer Survey Design Research Consultant

Position Responsibilities

The Consultant of Customer & Business Intelligence conducts Customer research to improve the customer experience and enhance the Verizon brand. This position will be consulting with internal customers, designing the survey against the VOC objective, recommend VOC approach,  and deliver the finding with strategic recommendations to the internal customer and stakeholders across all of Verizon. These surveys range from product satisfaction, customer experience strategy, innovation strategy, to process improvements. The Consultant is responsible for the following: This position will also create and own the governance of the one Verizon ad-hoc customer survey practices.

  • Consult with internal Customers within BU and Corporate to identify need, align to goal of project and recommend customer touch point method of choice that match the objective. Methods would include: focus groups, interviews, surveys, existing data etc.
  • Design the survey based on evaluation of customer needs, goals, and target audience
  • Partner with analysis team to interpret customer data from survey and incorporate said data into recommendation approach.
  • Create business  recommendation utilizing the data extracted from the customer .( Data interpretation involves: survey data, including tables, graphs, and fact sheets, market research studies, existing VOC data ) and the business unit priorities and strategies.
  • Design presentation and present to internal customer the finding of the survey along with the business recommendations on behalf of the voice of the customer
  • Collaborate with other researchers in the planning, implementation, and evaluation of surveys.
  • Create and own the one Verizon ad hock survey governance for the entire company working with key survey practitioners in the BU’s and best practices. Collaborate extensively and regularly with BU VOC management to update and implement best in class Adhock survey practices
  • Administer Enterprise Feedback Management tool
  • Design, set-up and project manage research surveys, working closely with stakeholders to ensure that research and analysis meets or exceed their needs
  • Present findings to  internal and external clients / stakeholders, and present research findings in a clear, concise and actionable way
  • Present analysis and trends to senior management where applicable
  • Provide thorough documentation for all activities
  • Research industry benchmarks and best practices for research design and practice


Required Skills and Experiences

  • Bachelor’s Degree. Advanced degree preferred.
  • Green belt Six Sigma knowledge. Certified preferred
  • Minimum 3-5 years of applied measurement/survey experience.
  • Proven experience utilizing statistical methods and research designs for data analysis.
  • Experience filtering, organizing, and summarizing large volumes of data.
  • Advanced knowledge of Excel, Power Points, and SPSS,
  • Experience of working with analytics packages, such as SPSS, SAS, Tableau, Q etc with the ability to extract, manage and report on key data to identify/explain trends
  • Highly proficient in Excel with strong analytical skills and business acumen
  • Experience of generating dashboards and output with Excel and PowerPoint and other illustrative tools to present large volumes of data
  • Ability to present complex analysis to all levels of stakeholders
  • Experience of managing multiple projects and working in a fast paced environment
  • Strong communication skills and an ability to build effective relationships at all levels. You will at times be the 'go to' for cross functional teams and must be consultative, solution orientated and flexible

Desired Skills and Experiences

  • Experience with text-analytics software.
  • Experience creating and presenting senior leader dashboards.
  • Experience creating communication plans for a broad audience.

Equal Employment Opportunity
  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.

Job ID: 348875