What you’ll be doing...

The Director of Consumer Insights – Customer Satisfaction, will be responsible for consolidating the Insights function within the newly centralized Verizon Consumer Group, deepening our understanding of consumer’s needs and passions, driving growth strategies and creating a culture of customer obsession throughout the organization.

Responsibilities

  • Proactively work with senior leadership and cross-functional teams to identify knowledge gaps and develop a learning plan that addresses key business issues.
  • Provide insights and recommendations to Marketing, Creative, Digital and Experience Designers and media teams to achieve financial/share growth targets and accelerate brand relevancy.
  • Grow Verizon’s User Experience research capabilities by upskilling existing talent, hiring new UX researchers and identifying innovative new research vendors and platforms. This new team will use design thinking skills and a deep empathy with consumers to identify pain points and passions and apply them to the agile design process to ensure that new experiences and products are simple and intuitive and improve the overall customer experience.
  • Develop a high performing team that is able to use all market and user research skills and techniques to provide holistic insights that guide end to end development of new products and services from identifying white space, creating differentiated value propositions, designing best in class digital user experiences and developing persuasive marketing communications to support acquisition and retention.
  • Create and manage in-house user experience labs. Work with project management and real estate to identify and build new physical labs as well as create organization of moderators, analysts, lab managers and IT platform managers to staff and run multiple labs across the US.
    • Assemble and maintain a repository of customer insights along with industry, category and competitive learnings and communicate key insights to stakeholders
    • Partner with other CMI teams to incorporate Brand Health Tracking and Customer Satisfaction results and insights into holistic recommendations that influence business strategy.
    • Act as a customer advocate within the organization

What we’re looking for...

  • 10+ years of market research experience
  • Experience managing teams of researchers and analysts
  • Advanced knowledge of a variety of market research and analytic techniques including experience with survey design, interview methodology, user experience research, segmentation, choice models, driver analysis and persona development.
  • Experience informing and influencing a variety of different strategies including: creative development and advertising effectiveness, differentiated value propositions, innovative product development, user experience – both digital and non-digital, customer satisfaction etc.
  • Creative eye for persuasive, provocative, and effective communication. Able to communicate and work effectively with creative teams and digital designers.
  • Experience or interest in the technology sector.
  • Visible change agent with an entrepreneurial spirit and proven success in establishing progressive and advanced capabilities;
  • Confident and decisive leader who models a team-oriented approach across all levels of the organization and externally with agency leadership;
  • Strong business orientation and ability to ‘make things happen’. This Director needs to drive actions and decisions, not just provide a point of view.
  • Proven track record of building and developing highly-motivated, empowered, and high-performing teams;
  • Persuasive verbal and written communication skills to influence senior leaders in a fast-moving and highly-matrixed environment;
  • Exemplary storytelling skills and business acumen to simplify large and complex data into compelling recommendations that influence business strategy.

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.