What you’ll be doing...

You will lead a team of Customer Experience (CX) professionals to conduct, analyze and action a myriad of B2B research including transactional, relationship, and product studies. Reporting to the Director of Customer Experience within the Verizon Business Group, you will have key accountability to use the voice of our customers to simplify the business and transform the customer experience across the organization. You'll be leadinga team to expertly design a diverse set of Omni-channel and end-to-end listening capabilities. This research will be designed in such a way as to enable deep and actionable insights into the Customer experience. You will also enable the use of strong data analytic abilities. These analytics will identify sources of customer delight, journey or product characteristics that create pain points, and opportunities to drive lower churn and increase revenues and/or market share. Using the output of analysis, you will create specific and measurable recommendations that drive action.

Additionally, you'll enable the CX team to create a comprehensive and connected ecosystem of actions, such as culture influence, closed loop processes, governance, and systems and technology that directly focus the organization on a “customer first” approach. You will be measured on NPS improvement, revenue enhancement and reduced cost-to-serve. You will also push the CX team, and others throughout the organization, to define and implement solutions that are driven by data and analytics.

  • Elevating the importance of the voice of the customer and our approach to the customer experience and bring it to a new level.
  • Driving change and re-orienting every part of the Verizon Business Group around the customer, aligning to a new vision for the customer experience.
  • End-to-end management of research and optimized use of EFM (enterprise management feedback) systems, budgeting, reporting, managing both inner and outer closed loop processes across the organization.
  • Designing benchmarking processes, and understanding the voice of our employees (e.g. those elements of service delivery that enhance or inhibit providing premium customer service).
  • Securing alignment with leadership to adopt and embrace a customer-centric culture.
  • Identifying the touchpoints along the customer journey where feedback should be captured so that we have an end-to-end view of the journey.
  • Enabling a plan to thread all feedback into one single source.
  • Enabling a plan to drive select feedback from that source into a decision-enabling engine that will drive profound changes in the customer experience, working closely with the Verizon Business Group Marketing Science team.
  • Aligning toward core set of values and principles that enable the team to remain focused on key priorities and provides a structure to evaluate incoming requests for additional surveys or additions to existing surveys.
  • Enabling a plan to prioritize feedback into action plans.
  • Enabling a plan to operationalize those actions across the relevant portions of the customer journey.

What we’re looking for...

You have a passion for Customer Experience management and excitement for leading a team of talented, high-energy, CX professionals. You have a knack for creating valuable research vehicles, with appropriate modalities, across an extensive suite of omni-channel experiences. Your focus enables learning and insights that drive transformative organizational action.

You'll need to have

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience in CX or a related field.
  • Experience managing a group of CX professionals.
  • Willingness to travel.

Even better if you have:

  • A degree, even better if you have a Masters or MBA.
  • Eight or more years of experience managing a group of CX professionals.
  • Eight or more years of experience with creative and technical development processes involved in managing voice of the customer programs (surveys, defining sampling strategy, listening posts, action plan implementation).
  • Five or more years of EFM (Enterprise Feedback Management) experience.
  • Writing/editorial experience.
  • Survey data sampling and statistical analysis experience.
  • Experience developing and implementing strategic plans.
  • Demonstrated track record in project management and prioritization skills.

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.

Diversity and Inclusion at Verizon

At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

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.