What you’ll be doing...

The Customer Experience Analytics (CXA) team is looking to hire a Manager, Business Intelligence to deliver value to the Verizon organization through business intelligence reporting and deep analytics by driving insights to actions. The team manages the analysis and insights for new and existing Verizon customers across all Omni channels including online (desktop & mobile), chat, and call centers. This full-time role will be responsible for developing and building reporting solutions, guiding data-driven decisions and recommending Next Best Actions, analyzing Customer journey touchpoints, driving personalization of behavioral insights, cross-channel analytics, segmentation, assessment of overall impact for use cases and help define, refine, and measure business outcomes to transform customer experience.

The BI Manager will focus on developing new Tableau/Qlik dashboards, storytelling new customer insights with UI/UX visualizations and maintaining or enhancing existing reports. This will also be an opportunity to build and track campaigns, data-driven use cases, opt-in rates, conversion rates, channel engagement KPIs, empowering stakeholders to optimize channel experiences, championing efforts to optimize revenue, conversion, improve customer satisfaction and expense reduction of a Fortune Fifteen company.

Responsibilities:

  • Collaborate with channel stakeholders to identify analytic requirements and baseline metrics prior to executing new use cases
  • Source data from various data repositories, validate data for consistency, and partner with IT teams to ensure data integrity and KPI calculations
  • Stitch together data from multiple channels to formulate a complete customer journey 360 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, NPS and profitability.
  • Stakeholder scorecards and dashboards with executive leadership to gain alignment and promote usage.
  • Perform A/B Testing, measure success metrics of new releases over existing flows, run simulations for Omni insight personalization, holistically analyze end-to-end journey paths
  • Correlate, interpret and summarize scorecard reports, Next Best Action metrics and quantify business outcomes for data-driven campaigns and business performance.

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 within analytics and dashboards.
  • Data visualization experience using Tableau/Qlik to develop or enhance reports
  • Experience conducting research or analysis and managing projects for multiple stakeholders.
  • A/B Testing experience and KPI measurements for deriving insights from customer behavior and data patterns from Omni channels

Even better if you have

  • A Degree or Master’s degree in business, marketing, information systems, analytics/business intelligence, engineering, mathematics, statistics, behavioral sciences, MBA or other relevant technical discipline.
  • Experience creating SQL queries to pull data from relational and non-relational data sources including Oracle, SQL Server, Teradata, Hadoop/HIVE SQL and EDW.
  • Two or more years’ experience with Adobe Analytics or related platform (ex. Google Analytics)
  • Experience with R/Python, ML algorithms, Deep Learning techniques or other advanced analytics tools.
  • Experience connecting sales/operational/channel data between multiple online and offline data sources.
  • Analytical 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.
  • Experience in CX Analytics or NPS Scorecards, Automated Dashboard Reporting, KPIs, Analytic Excel Reports and customer journey cross-channel analytics is a plus
  • Exposure to AI/Machine Learning and some high-level understanding of ML models or data science model metrics to 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.