Verizon Senior Consumer Experience Insights Manager (CXI) in Basking Ridge, New Jersey

What you’ll be doing...

The Senior Manager, Consumer Experience Insights will manage, mentor and direct XI team members who are focused on specific work streams to ensure world-class insights work and leverage learnings and best-practices across these work streams. The Senior Manager of Experience Insights will focus on 2 or more segments of the Consumer Journey: 1. Learn and Decide, 2. Buy and Get, 3. Use and Pay and 4. Stay or Leave. At times, they may be called upon to conduct hands-on research and story-telling during their teams' growth stages. They lead by example.

Direct, Mentor and Manage Experience Insights Research

Work across 2+ work streams to help architect the approach for the Insights research and own getting alignment on the Insights plan and methods for each work stream they direct. They, with the XI Director, are also key liasons with Business Insights and Measurement team to ensure that business insights and measurement expertise are appropriately leveraged.

Directing Insight Formulation and Story-Telling

Coach direct reports on elevating the quality of the Insights to ensure that they have strategic impact on solutions and are told in a compelling way. They, with the Director will present Insights to Senior Leaders.

Team Growth and Management

Partners with the Director of XI to manage the hiring, optimization and growth of the team to build a learning culture, ensure appropriate project focus and to develop their experience insight skillset. Promotes and trains teams to engage with LOB senior leadership as consumer champions.

Tools, Labs and Partnerships

Ensures that our internal labs are operating at a high-level to engage both our consumers and business partners. Supports their direct reports in the day-to-day management of partners / vendors that range from recruiting participants, hosting qualitative research, training and commissioning research that extends the impact of the XI team.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.

  • Six or more years of relevant work experience.

  • Four or more years of experience in Experience Insights.

  • Four or more years of experience managing a team of 4 or more people.

  • Experience conducting/moderating and planning ethnographies, one-on-one’s, panels and remote testing environments.

  • Experience with qualitative generative research, evaluative methodologies and usability from concept formation through launch.

  • Experience managing Vendors and Partners.

Even better if you have:

  • A Bachelor’s degree in Psychology, Behavioral Science, Computer Science (with Human-Computer Interaction focus), Human Factors, Human Computer Interaction, Anthropology, Cognitive Science, Psychology or Design related degree.

  • A Master’s Degree in Psychology, Behavioral Science, Computer Science (with Human-Computer Interaction focus), Human Factors, Human Computer Interaction, Anthropology, Cognitive Science, Psychology or Design related degree.

  • 10 or more years of professional experience,.

  • 8 or more years of experience in Experience Insights.

  • Experience conducting insight work for retail environments and in-person services.

  • Experience leveraging secondary data, trends and learnings to set the cultural context for the team.

  • Experience developing screening criteria to identify the right consumers to draw insight and inspiration from them.

  • Experience crafting discussion guides and appropriate tools and exercises to reveal consumer’s needs and desires in close partnership with Experience Design, Experience Management and Business Partners.

  • Experience providing insights to inform digital engagement (website, apps, api’s).

  • Proven ability to works effectively in an agile context.

  • Proven track record in insight formulation and storytelling.

  • Experience coaching and advising multiple teams, simultaneously, to push the strategic quality of their insights.

  • Proven ability to present insights in a compelling narrative and establish rapport with Sr. Leadership as a Consumer Champion.

  • Ability to support Director in resourcing team on appropriate work streams that balance individual contribution and growth.

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.

REQNUMBER: 468812-1A