Verizon Director Customer Experience Effectiveness in Basking Ridge, New Jersey

What you’ll be doing...

Reporting to the VP of Marketing and Experience Effectiveness, this role offers the perfect blend of customer experience strategy, measurement, analytics, and ROI. The Director of Customer Experience Effectiveness will design, develop and maintain the framework to measure end to end experience effectiveness. The role is expected to lead efforts to develop new methods, tools and processes to measure and assess the customer experience, and work with key internal groups to develop actionable plans and recommendations. The candidate must be a true business partner to the organization, and possess the ability to translate analytics and insights into business actions.

Specifically, this role will be:

  • Responsible for defining and implementing the Verizon Experience Effectiveness Analytics & Optimization framework in partnership with the Customer Insights organization to measure and optimize end to end customer journeys

  • Deliver strategic insights to improve customer experience while optimizing investment

  • Define in partnership with the Customer Experience Journey leads key measurements across the journeys

  • Partner with finance to include ROI and Financial KPIs within the experience measurement framework

  • Act as a trusted advisor to multiple business partners within the Verizon Marketing Organization on a wide range of analytics projects from reporting and ad-hoc requests to large-scale cross-functional engagements

  • Develop a mix of qualitative and quantitative analysis techniques to identify and prioritize opportunities to create exceptional customer experiences and inspire loyalty throughout the customer journey

  • Leverage econometric models to measure the total customer experience ecosystem and create hypotheses to maximize the investment

  • Partner with strategic analytical partners in order to guarantee that econometric models are aligned with experience priorities (NPS, customer effort, churn, tenure, LTV, brand equity, etc), inputs and outputs are statically significant, process consistency and discipline for validation and data refresh

  • Build a team of subject matter experts who will obsess on customer experience measurements and strategic insights

  • Act as an inspirational leader who develops their people

What we’re looking for...


  • Technical/Functional Qualifications:

  • Degree in Business, Marketing, Economics, or related field with 10+ years’ experience in business strategy

  • 7-10 years of experience across a mix of Customer Experience-related, management consulting, and market research/insight related roles

  • Experienced on Customer Journey Mapping and CRM

  • Ability to assess and combine different analytical/modeling approaches to best suit objectives

  • Experienced on statistical techniques (e.g., sampling, clustering)

  • Leadership Competencies:

  • Outstanding oral and written communication and interpersonal skills

  • Strong understanding of how investment management supports a large organization including ability to successfully articulate the linkage between business decisions, business objectives, and analytical approaches & findings.

  • Works effectively across organization boundaries

  • Builds high performance work teams

  • Able to make trade-offs to deliver effective solutions to business partners in a timely fashion

  • Demonstrates a highly consultative approach with business partners

  • Highly professional with high ethics and standards

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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