Job Description

What youll be doing...

The Customer Experience - Data Solutions Manager position will support the customer experience (CX) efforts of the VBG Voice of the Customer team by providing detailed analytics into various databases to determine the best approach and methodology to support survey sample strategy and survey contact identification/extraction across all VBG segments. You will also use your well-developed analytic capabilities to develop data visualizations and reports demonstrating findings and insights garnered from a variety of customer survey feedback sources. In addition, you will also partner with vendors and Verizon IT stakeholder in order to design/document data interchange processes enabling seamless integration between Verizon and external systems.

* Interfacing effectively with other technical resources across VBG in order to understand wireline and wireless existing data sources and how to gain access.
* Utilizing all systems and applications as you feel necessary to design and execute queries that will access and join data from multiple sources/tables into usable formats and data files to support customer experience/feedback/survey activities.
* Supporting a variety of ad hoc data requests to support pre and post survey analyses.
* Developing presentations and data visualization to summarize and communicate key post-survey VOC/Customer Experience findings and insights to senior management sponsors and colleagues.
* Building automation of manual processes (i.e. automated capture of survey samples in support of product, relationship, and transactional research).
* Partnering with Enterprise Feedback Management (EFM) vendors and Verizon IT stakeholders in order to design/document data interchange processes between respective systems enabling seamless integration.
* Serving as the EFM applications custodian, ensuring Verizon IT security compliance associated with these systems as well as acting as point of contact for all data-related legal and security reviews.



What were looking for...

Youll need to have:

* Bachelors degree or four or more years of work experience.
* Six or more years of relevant work experience.
* Experience with various Database management tools such as SQL, SAS, Tableau, Alteryx, Python, Pyspark.

Even better if you have:

* A degree in IT, Business, Market Research or aMasters degree, even better if you have an MBA.
* Experience with Excel, Google Sheets, PowerPoint, etc.
* Analyzed whats important from a variety of sources to provide a holistic views of data.
* Juggled multiple priorities to meet deadlines in a dynamic environment.
* Translated customer feedback into compelling stories for business improvement.
* Knowledge/use of EFM applications (Medallia, Qualtrics, etc).



When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. Were a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward and you can too. Dream it. Build it. Do it here.



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. 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.