Verizon Manager Consumer Insight in San Diego, California
What you’ll be doing...
At VerizonConnect, we guide a connected world on the go.
We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses.
Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.
As a top 20 SaaS leader, we know our talent is the most important component to our success.We hire top talent and empower them to do their best work. As a division of Verizon, wecombine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.
Manager – Consumer Insight
This position is responsible for the Voice of The Customer for Verizon Connect.
This manager position will oversee a small team with responsibility for customer surveys, analytics and insights.
Primary responsibilities include managing all aspects of customer surveys andidentifying opportunities to improve the overall customer experience.
This includes quantification and validation of data, analysis, execution, thepresentation of findings with recommendations, trend analysis, and root causeanalysis.
Key focus for this role is to ensure the business is providing a best inclass customer experience.
Other key responsibilities include:
Identification of top opportunities through survey results, development ofrecommendations and countermeasures to drive measurable results
Results management, reporting and coordination of business intelligence efforts to quantify initiatives and correlate benefits to ensure gap to target closure
Partnership with Customer Service, Marketing, and Product teams toreview and determine Quality recommended actions based on analysis of results and future enhancements or implementations of additional surveys to capture the voice of the customer.
Driving a closed loop improvement cycle (feedback, measurement, analysis, change, assessment)
Vendor and System management of the tools and services used toobtain customer feedback
What we’re looking for...
This leader will ensure all initiatives are strategically aligned with VZC andCustomer Service goals, objectives and direction. Will serve as the point ofcontact for all customer surveys and results.
Requires excellent communication, statistical analytics, survey design, and leadership skills.
You need to have:
BA, MBA, or equivalent experience
Previous survey management, design and implementation
Strong analytical background
Excellent oral and written communication and interpersonal skills, including theability to develop and, articulate key presentations to a broad range of individuals
6+ years’ experience leading a team
6+ years’ experience in customer experience, operations, or other customercentric experience
Ketwords VZ Connect
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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.