What you’ll be doing...

If you are curious about new technology and the possibilities it creates, then this job may be perfect for you. As part of the Information Technology team, you will work on new technologies and find ways to meet our customers’ needs and make it easy for them to do business with us on digital channels. You will use your expertise to solve complex problems and find unique solutions. The work you’ll do every single day will make people’s lives, work and play better.

We are looking to hire a Data Analyst for the Verizon OmniVoice Team. The candidate will have the following primary responsibilities:

  • Research best practices for delivering and measuring best in class customer experiences for voice channels, including: IVR, Google Home, Alexa, and wearable devices.
  • Work with business owners to define KPIs for all voice channels to measure customer satisfaction and call deflection.
  • Actively participate in reviews of the current customer experience for all voice channels as well how that experience blends with those delivered by other channels such as: web, mobile application, chatbot, and live chat or voice call center agents.
  • Identify opportunities to improve the customer experience and call deflection KPIs for all voice channels.
  • Work with business owners to define benefits for these opportunities to drive them to implementation.
  • Act as a champion for the customer experience across all voice channels.
  • Research tools and best practices to measure call deflection and self-service transaction success metrics.
  • Research tools and practices to monitor and measure the customer journey within all voice channels and handoffs to or from other channels.
  • Work with team members to develop reports that we can be used to monitor customer experience and call deflection metrics and trends.
  • Contribute to the creation of operational metrics for voice channels to monitor system performance and stability and its impact to voice channel KPIs.
  • Perform detailed data analytics on the voice channel customer journey to identify opportunities to improve KPIs.
  • Work with team members to define baseline and target metrics for enhancements that are introduced within the voice channel.
  • Work with team members to drive new projects based on opportunities identified via customer experience and call deflection performance analysis.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or one or more years of work experience.

Even better if you have:

  • A degree.
  • Knowledge in defining and evaluating the customer experience for voice applications.
  • Knowledge in defining and measuring KPIs for voice applications.
  • Knowledge in data analytics and opportunity identification.
  • Knowledge with Tableau, Python and other solutions used for reporting and data analytics.
  • Knowledge with defining business benefits associated with delivering application enhancements
  • Knowledge with customer journey analysis for voice applications
  • Knowledge in understanding and troubleshooting voice applications.

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.