Verizon Voice of Customer Analyst in Basking Ridge, New Jersey
What you’ll be doing...
Verizon is actively searching for a Voice of Customer Analyst to join our Fios Digital Operations team. This position requires a background in quality assurance and testing and thorough knowledge of digital practices - both technical and business. The qualified candidate will manage the identification and timely resolution of production issues through the repeated analysis of customer feedback.
Review and prioritize customer feedback.
Drive a matrixed team comprised of business users, developers and other technology partners outside of your direct team, across a broad range of business functions, and at all levels of the organization.
Follow issues along a technical and/or business process workflow to define a problem and solve it.
Generate daily/weekly/monthly reports that showcase prioritization of identified issues, average time to close rate, breakdown of overall severity, impact to business.
Translate customer feedback to business impacts and work with broader teams for root cause and resolution.
What we’re looking for...
You'll need to have:
Bachelor's degree or four or more years of work experience.
Four or more years of relevant work experience.
Experience with website and digital production support and/or QA testing.
Experience working in the digital space with knowledge of website and mobile customer journeys.
Knowledge of digital platforms, including: Adobe Experience Manager, Adobe Target, Tealeaf, Dynatrace, Opinionlab.
Even better if you have:
Experience with website and digital production support and/or QA testing specifically with voice of customer issues.
Displayed initiative and resourcefulness in achieving goals but also comfortable brainstorming and sharing ideas in a team environment.
Ability to perform well under deadlines and be detail-oriented.
Experience working in an agile / scrum development environment.
Excellent communication skills with the ability to speak effectively to both internal and external stakeholders.
Demonstrated leader who can effectively own and prioritize multiple work streams as well as adapt during sometimes challenging situations.
Ability to relate a technical issues to business impact (and vice versa); drive needed results.
Ability to fully understand and navigate back-end engineering processes and information.
Experience partnering across multiple business, engineering and product teams.
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.