Consultant - Business Intelligence

The CX Insights team is responsible for gathering and analyzing customer data to identify actionable insights that will improve the customer experience across all Verizon Value brands.

You will activate a comprehensive strategy to translate quantitative inputs into meaningful insights and actions across multiple brands and touchpoints.

You'll translate the data into observations, implications, and recommendations, helping partners in product, marketing, and service activate meaningful enhancements, collaborating with cross-functional teams to drive customer-centric change.

The Consultant, Business Intelligence is responsible for analyzing customer feedback, understanding customer needs, and identifying opportunities for improvement across the customer experience.

The ideal candidate will have a strong understanding of customer experience principles and methodologies, an innate ability to translate data into actionable insight, and has excellent analytical and problem-solving skills.

You will partner with other researchers and analysts to target, analyze, and synthesize multiple inputs to articulate learnings and recommend actions focused on driving key business goals.

This role will help plan and execute on bespoke testing strategies to ensure we are building useful, usable experiences for a broad variety of consumers and touchpoints. You are empathy driven and focused on team success before individual glory.

What we're looking for:

• Gathering and analyzing customer feedback from various sources such as surveys, social media, analytics tools, and customer support interactions.
• Identifying opportunities for improvement in the customer experience based on analysis of customer feedback and needs.
• Working with cross-functional teams to develop and implement solutions that address opportunities for improvement.
• Measuring and tracking customer satisfaction metrics such as CSAT, NPS, and CES to assess the effectiveness of CX initiatives and identify areas for further improvement.
• Communicating insights and recommendations to stakeholders across the CX organization, including CX teams, product managers, and customer support leaders.
• Developing and implementing deliverables including decks and customer journeys to visualize the customer experience across different touchpoints and tie pain points and opportunities for improvement.
• Reviewing close-loop feedback mechanisms to gather valuable insights on customer satisfaction, expectations and preferences in collaboration with cross-functional teams, ensuring the timely research and solution of customers' issues that directly impact NPS performance.
• Providing tactical recommendations to Digital Ops and XD/XM Teams to uncover broken areas and educating and training employees on CX best practices to help them understand the importance of CX and how they can contribute to improving the customer experience.
• Staying abreast of industry best practices and emerging trends in CX measurement and analytics.

What you'll need to have:

You'll need to have:

• Bachelor's degree or four or more years of work experience.
• Four or more years of relevant work experience.
• Three or more years of experience in customer experience research, analysis, or design.
• Strong understanding of customer experience principles and methodologies.
• Excellent analytical and problem-solving skills.
• Experience with data analysis tools and techniques.
• Excellent communication and presentation skills.
• Experience with CX measurement platforms and tools (e.g., Qualtrics, Medallia, Content Square).
• Understanding of customer behavior and the drivers of customer satisfaction and loyalty.
• Expertise in CX measurement, including survey design, data analysis, and reporting.
• Proven ability to translate complex data into actionable insights and recommendations.
• Empathy-driven mindset and a commitment to advocating for the customer.
• Experience with state-of-the-art design tools and software
• Experience with Agile/Scrum methodologies and working knowledge of Google Suite, Atlassian, Slack, and Figma.

Even better if you have:

• A degree in design, business administration, human-computer interaction or related field of study.
• Ability to digest and translate complex technical requirements into intuitive experiences.
• Practical examples of your work which illustrate your thinking, approach, and problem-solving capabilities.

This role may be considered as part of the Department of Defense SkillBridge Program.