Sr Experience Specialist

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

As a Business Analyst on the Digital Business Intelligence team, you will be responsible for identifying and resolving opportunities to promote Verizon’s key products and services throughout the customer’s digital journey. Products and services include both physical merchandise (e.g. Cellular Devices and Accessories), an assortment of subscription products and services (e.g. Calling Plans, Television Service, Internet Service, Device Protection, etc.), and associated promotions.

You will partner with a wide range of internal digital stakeholders and optimization leads to understand the digital experience, define and measure success, and make data-driven recommendations on how to improve the customer shopping experience.

Successful candidates will need to deliver accurate performance insights, investigate the root cause of observed changes, communicate findings, and make data-driven recommendations on how to act on these insights. He/she will need to be comfortable gathering, validating, manipulating, and analyzing data from various data sources to tell a holistic story.

Responsibilities:

• Levering quantitative and qualitative data to analyze digital performance and identify opportunities for improvement.
• Exploring data sources to identify emerging trends and behaviors which can lead to insights to promote actionable decisions.
• Defining performance KPIs for various initiatives and deliver accurate insights leveraging complex segments and metrics, primarily in Adobe Analytics.
• Identifying tagging and data issues that impede reporting and work with implementation/GTS teams to resolve.
• Quantifying potential impact of enhancement opportunities to ensure teams are prioritizing accordingly.
• Partnering with digital business partners and optimization team to identify and execute A/B, multivariate, and AI-driven content, design, and placement tests.

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Knowledge of Adobe Analytics including both reporting and debugging.
• Experience with ThoughtSpot and SQL.
• Experience with session replay and voice of customer tools such as Glassbox and Medallia.
• Strong analytical skills and comfort with Engagement and Sales-related data analysis.

Even better if you have:

• A degree.
• Problem-solving and troubleshooting skills.
• Strong attention to detail and organizational skills.
• Verbal, written, interpersonal, and leadership skills.
• Ability to manage deadlines and multiple/simultaneous, highly complex, cross-functional projects/initiatives.
• Ability to work well within a team environment and under the pressure of very stringent deadlines.
• Ability to effectively communicate findings.
• Knowledgeable in either the G-Suite or Microsoft Office document-related applications (e.g. PowerPoint/Slides, Excel/Sheets, etc.)