What you’ll be doing...

The Customer Experience Analytics Team within the Verizon Consumer Group manages the analytics and insights for new and existing Verizon customers across all channels including digital (desktop, mobile, chat, bots, and mobile apps) as well as interactions with our contact centers and retail channels.

As the Analytics Manager, you will lead analytics efforts to identify cross-channel insights and drive actions across channels to increase conversion and revenue while also driving Digital self-service, reducing overall business expense. This is a unique role to lead efforts to optimize revenue, conversion, and expense reduction within a Fortune 16 company.

  • Use data to identify opportunities/actions to drive new acquisition sales and optimize conversion and revenue/profitability within the Verizon Digital (desktop website, mobile website, mobile apps, chat, social, webbots, etc.).
  • Analyze customer paths across all channels - Digital / Contact Centers / Retail to help improve the overall customer experience and business outcomes.
  • Become the Subject Matter Expert on performance of sales, service and support interactions / customer journeys across desktop/mobile site experiences, mobile app, social, web bots, and chat.
  • Complete the full analytics journey from stitching data together, analyzing data, creating powerful visualizations, and automating/implementing solutions that solve business problems.
  • Perform analyses that yield insights and drive actions on opportunities which improve business KPI performance.
  • Discover new opportunities to optimize the customer experience through analytics and statistical modeling using business analytical tools.
  • Design, develop, and deploy executive-level dashboards in Tableau and/or Qlik based on key insights and outputs from analyses.

What we’re looking for...

You are a self-starter with exceptional analytical capabilities and experience balancing multiple high-priority projects and meeting deadlines. You have an inquisitive nature and always digging through the data to mine insights on opportunities to improve the customer experience and business profitability. You enjoy a challenge and are capable overcoming obstacles. People come to you for assistance and support on a wide range of topics; you are able to find solutions to problems even when you have not encountered them before.

You’ll need to have:

  • Bachelor’s degree (business, marketing, information systems, analytics/business intelligence, engineering, mathematics, statistics, or other related technical discipline) or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience in SQL.
  • Experience with Teradata and HIVE SQL.
  • Experience with SAS/R/Python or other analytics tools.
  • Experience connecting sales/operational/channel data between multiple online and offline data sources.

Even better if you have:

  • An MBA.
  • Experience automating data within Tableau/Qlik to tell an analytical story through visualizations.
  • Experience with Natural Language Processing/speech & text analytics for information extraction, parsing and topic modeling.
  • Ability to forge strong relationships with both IT (web, ops, development, etc.) and business (Product Line Management, Marketing, Metrics/Analytics, Legal, Testing, etc.) teams.
  • Experience designing, developing, and implementing data visualization dashboards utilizing Tableau or other Business Intelligence tools that provide real-time visibility into performance results.
  • Experience in digital analytics / customer analytics / omni-channel analytics with a demonstrated track record of results driving growth of revenue, conversion and overall profitability through an increase in Digital Channel Mix and self-service / DIY transactions.
  • In-depth understanding of predictive/prescriptive statistical modeling and translating insights to action through real-time site personalization and A/B testing.

    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.