What you’ll be doing...

The Customer Experience Analytics (CXA) team delivers value to the Verizon organization through business intelligence reporting and analytics by driving insights to actions. The team manages the analyses and insights for new and existing Verizon customers across all channels including online (desktop & mobile), chat, and call center and is looking to hire a Manager, Business Intelligence.

The BI Manager will focus on Tableau dashboards and visualization end-to-end implementation to build and track conversion and engagement KPIs, empowering stakeholders to optimize channel experiences. This is a unique role to lead efforts to optimize revenue, conversion, and expense reduction of a Fortune Fifteen company.

Responsibilities:

  • Collaborate with channel stakeholders to identify analytic requirements.
  • Source data from various data repositories, validate data for consistency, and partner with IT to ensure data integrity.
  • Stitch together data from multiple channels to formulate a complete customer journey view.
  • Create and deploy actionable dashboards for business owners to gauge performance and assist with omni channel optimization decisions.
  • Develop CX Journey visualizations to highlight insights on opportunities to reduce journey fallout, multi-channel hops, and post conversion contact rate, ultimately improving both CX and profitability.
  • Stakeholder scorecards and dashboards with executive leadership to gain alignment and promote usage.

What we’re looking for...

You have the ability to forge strong relationships across various organizations. You are a critical thinker and creative problem solver with the ability to work effectively in a highly collaborative and hyper-changing environment. You have exceptional verbal and written communication skills with ability to design, develop, and give presentations in clear and concise language/visuals. You are a strong leader with the ability to drive results, positively influence change, and motivate others within a non-direct reporting structure to take action/execute.

You’ll need to have

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.

Even better if you have

  • A Degree or Master’s degree in business, marketing, information systems, analytics/business intelligence, engineering, mathematics, statistics, MBA or other relevant technical discipline.
  • Six or more years of professional work experience within analytics.
  • Two or more years’ experience with Adobe Analytics or related platform (ex. Google Analytics).
  • Experience with SAS/R/Python or other advanced analytics tools.
  • Teradata and HIVE SQL experience.
  • Experience automating data within Tableau/Qlik to tell an analytical story through visualizations.
  • Experience connecting sales/operational/channel data between multiple online and offline data sources.
  • Analytical skills and problem solving skills with capability and experience connecting sales/operational/channel data between multiple online and offline data sources to develop queries, analyze data and generate insights.

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.