What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than 3,500 dedicated employees in 15 countries, we deliver leading mobile technology platforms and solutions.

Manager – Consumer Insight


This position is responsible for the Voice of The Customer for Verizon Connect.


This manager position will oversee a small team with responsibility for customer surveys, analytics and insights.


Primary responsibilities include managing all aspects of customer surveys and
identifying opportunities to improve the overall customer experience.

This includes quantification and validation of data, analysis, execution, the
presentation of findings with recommendations, trend analysis, and root cause
analysis.

Key focus for this role is to ensure the business is providing a best in
class customer experience.


Other key responsibilities include:


Identification of top opportunities through survey results, development of
recommendations and countermeasures to drive measurable results


Results management, reporting and coordination of business intelligence efforts to quantify initiatives and correlate benefits to ensure gap to target closure


Partnership with Customer Service, Marketing, and Product teams to
review and determine Quality recommended actions based on analysis of results and future enhancements or implementations of additional surveys to capture the voice of the customer.


Driving a closed loop improvement cycle (feedback, measurement, analysis, change, assessment)


Vendor and System management of the tools and services used to
obtain customer feedback

What we’re looking for...

This leader will ensure all initiatives are strategically aligned with VZC and
Customer Service goals, objectives and direction. Will serve as the point of
contact for all customer surveys and results. Requires excellent
communication, statistical analytics, survey design, and leadership skills.


Desired Qualifications and Experience:


BA, MBA, or equivalent experience


Previous survey management, design and implementation


Strong analytical background


Statistical acumen


Excellent oral and written communication and interpersonal skills, including the
ability to develop and, articulate key presentations to a broad range of individuals


6+ years’ experience leading a team


6+ years’ experience in customer experience, operations, or other customer
centric experience

Ketwords VZ Connect

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

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.