What you’ll be doing...

The System of Insights (SOI) team is a part of the Customer Experience & Personalization organization within Verizon’s Consumer business unit. Our mission is to provide insights that facilitate easy, personalized interactions between Verizon and its customers. Our North Star is the customer experience. To provide the insights needed to fulfill this goal, we have core teams focused on Analytics, Insight Creation and Insight Delivery.

  • Analyzing call drivers, processes and experiences to find areas of opportunities that will deliver an improved and personalized customer experience.
  • Creating insights within the System of Insights (SOI) platform to ensure they are available and usable for engagement channels which will help drive a personalized customer experience.
  • Working with key stakeholders and Global Technology Solutions partners to prioritize strategic initiatives and drive capacity alignment across the ecosystem.
  • Facilitating cross-team and-function communication to reduce project handoff cycle time and shorten delivery timelines.
  • Managing all aspects of several projects from inception through implementation to ensure successful completion.
  • Managing user experience stories, testing, production validation, escalations, developing timelines and action plans to mitigate potential risks.
  • Assisting team members with driving end-to-end process and solutions to successfully complete large impactful programs on time with well-managed scopes and costs.
  • Delivering concise storyline and strategy updates.
  • Understanding and reporting of project and program delivery concepts, such as burndown rates, delivery velocity, release planning, and forecasting.

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.
  • Excellent interpersonal skills, including communication and stakeholder alignment.
  • Extensive organizational and time management skills.

Even better if you have:

  • Knowledge of the software development lifecycle, specifically partnering directly with development teams in an agile format to produce application capabilities required by the business.
  • Ability to conduct analysis and research to identify bottlenecks, process improvements or areas of opportunity.
  • Experience with requirements gathering and development of detailed business requirements.
  • Experience collaborating with multiple teams driving profitability and offer conversion in digital and call center environments.
  • Wireless and/or wireline telecom background with knowledge of billing, payments, network, marketing and support domains.
  • Experience with Artificial Intelligence and Machine Learning.
  • Wireless or telecom retail store experience a plus.
  • Advanced degree in a relevant field.
  • Pega experience.
  • Willingness to travel.

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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.