What you’ll be doing...

As a Senior Analyst - Billing & Reporting your goal is to help reshape our product portfolio for business customers. You’ll conduct research, understand the customer need, define product and customer requirements, build a robust roadmap and deliver successful new products. Your aim is to understand and balance the needs of the business and the digital audience. You will analyze business operations and processes, identify business needs and opportunities and will draw up plans to make strategic use of the available opportunities. You will interact with various IT professionals, business stakeholders, system architects and subject matter experts to help produce actionable results. You hold the firm belief that different perspectives create the best solutions and groundbreaking new designs. As a member of the MyBusiness team, you will be responsible for charting down customer journeys across various transactions and identify process gaps andopportunities. You understand and balance both the user and the business perspective.

  • Shape and implement the overall strategy, execution and ongoingmanagement of all customer outreach methodologies.
  • As a key member of the voice of the customer team of MyBusiness, it would be the responsibility of the individual to collate and analyze customer feedback and monitor customer experience usingvarious tools such as Opinion Lab, Glass box and Adobe Analytics to identify painpoints.
  • Lead weekly performance reviews with key stakeholders on VOCmetrics.
  • Collaborate with functional leads and IT to ensuresuccessful implementation of solutions
  • Create and maintain project timelines to ensure implementation tasks are complete and critical milestones are met.
  • Research to understand both industry trends and best practices and then use this knowledge gained through research to drive the strategy. As a member of the MyBusiness team, you will be responsible for charting down customer journeys across various transactions and identify process gaps and opportunities.
  • Organize and participate inCustomer Experience focus group sessions with Business and IT leaders tocontinually identify opportunities to improve customer experience.
  • Partner with the Analytics Architecture team todevelop reporting methodologies and visualizations to drive deeper insights to performance and future product enhancements.
  • Leverage Adobe analytics and Tableau visualizations to understand performance and conduct root cause analyses.

What we’re looking for...

You'll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Three or more years of relevant work experience.
  • Willingness to travel.

Even Better if you have:

  • Experience defining product requirements, stories and personas.
  • Experience doing a“dive deep” and usingdata to prioritize a roadmap as well as validate completed projects.
  • Experience facilitating and leading JAD sessions with business users to capture business requirements.
  • Experience gathering and prioritizing end-user requirements by conducting interviews through JAD sessions.
  • Experience identifying KPIs and business objectives to drivehigher ROI through ease-of-use and optimal work flows.
  • Strong written and verbal communication skills including experience giving presentations and conducting negotiations.
  • Experience writing agile user stories for requirements.
  • Experience with Jira, Confluence, SharePoint, G-Suite as well as Agile methodologies.

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.

Diversity and Inclusion at Verizon

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.

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.