What you’ll be doing...

Verizon is looking for a seasoned insights professional to build a new customer experience research team within the Consumer & Marketplace Insights group. You and your team will be driving change by championing the voice of the customer and uncovering insights about how to improve and transform Verizon’s customer Experience.

  • You will lead a team of insights managers who are responsible for all custom customer experience insights for Verizon, including customer journey exploratory and validation, new experience ideation and concept validation, identifying customer pain points and researching tactical and transformational solutions.
  • You will work closely with various parts of the CMI team including the brand & NPS tracking team, the value proposition team, and the UX research team. Your key stakeholders will be Directors and VPs of CX, Design, Marketing Effectiveness, Retail Experience, and IT.

What we’re looking for...

This role requires a self-starter with strong leadership skills. You will have demonstrated effective consultative skills and previous research expertise with customer, shopper, and user experience research. Some of the things we are looking for are:

Leadership Skills:

  • Extensive experience and genuine interest in customer and user experience.
  • High degree of comfort using influence and persuasion cross-functionally
  • Experience as a leader and people manager
  • Self-starter able to identify stakeholders and build credibility for the team.
  • Experience operating in a fast-moving, rapidly evolving environment
  • Contributing to a culture of innovation by finding new and better ways of doing things: identifying, creating and employing innovative research and operational approaches

Technical Skills:

  • Ability to design research programs, both qualitative and quantitative, to address business needs; can articulate rationale and tie to NPS programs.
  • Previous experience mining large data sets or trackers for additional insights
  • Experience with mixed-methods of qualitative and user-centered design evaluative research methods (e.g., usability testing, ethnography, focus groups, diary studies)
  • Synthesizing data from multiple sources and translating findings into actionable consumer insights and recommendations
  • Proven knowledge of Design principles

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Consumer market research experience.

Even better if you have:

  • Experience using a wide range of research software and tools (e.g., User Zoom, User testing, Medallia, Qualtrics)
  • Understanding of key statistical concepts in order to work with data scientists modeling NPS data.
  • Strong computer skills (MS Office, G Suite)
  • Marketing or market research related Master's degree
  • Budget management experience
  • Superior project management skills- ability to prioritize among multiple parts of the business and projects

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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. Different makes us better.