What you’ll be doing...

Consumer and Marketplace Insights (CMI) is Verizon’s consumer insights team. We conduct customer and marketplace research to deliver impactful insights that drive Verizon’s strategies, business decisions and overall competitive advantage. We are a team of professionals in areas like qualitative studies, quantitative surveys, research and statistical analysis, visualization, ideation/innovation work, insight communication, analytical tool development, text analytics, tracking and monitoring tools, etc. We serve as a centralized center of excellence for insights across Verizon’s consumer operations.

  • Analyze results for VOC (Voice of customer) platform: Maintain the set of customer service questions used to assess the experience across a multi-million dollar investment. Cross-link customer ratings with key transactional variables to inform business strategy in retail and CARE in self-directed work.
  • Maintain ownership of sources and definitions for key sources of data for CMI in the Customer Experience (CX) space: Establish a single-source of records for key sources of data including segments, transactions and lifetime value. This will ensure consistency of sampling results across CMI, supporting repeatable quality of our work. Access and process structured data from an EDW to support insights work in the CX areas for the CMI organization
  • Support high-priority projects in the CX space with impactful reporting and analysis: Work with CMI and external partners in Consumer Experience to run calibration study analysis that links behavioral variables and business outcomes (switch) with consumer perceptions of the service using NPS and other customer satisfaction measures. Enable Verizon to determine where to focus efforts to improve business performance.
  • Manage Key Vendor relationships with our VOC platform. Independently manage the Medallia contract and business relationship to ensure the investment works for our Verizon business partners, including managing quarterly business reviews and deliverables

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.
  • Experience working in a corporate marketing or advertising/media agency or market research firm.

Even better if you have:

  • A degree.
  • Multivariate skills.
  • Four or more years of relevant work experience with transactional and survey data related to customer satisfaction, brand tracking, and/or Voice of Customer (VOC).
  • Proficiency with SQL, Excel and Stats software such as R, SPSS or SAS.
  • Experience pulling, manipulating and tabulating data from a SQL environment using SAS or SPSS.
  • Capability to be articulate with team player-type of attitude.

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.