Manager - Business Intelligence

• Managing a small team of Business Analysts, overseeing their work, developing their skills and building out the team.
• 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 were looking for:

Youll need to have:

• Bachelor's degree or four or more years of work experience.
• Six or more of years of relevant work experience.
• Five 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.
• 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 one or more of the following:

• 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.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you dont meet every even better qualification listed above.

Where youll be working
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours
40