Director - CX Insights

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

Serving over 22 million customers, the Verizon Value Organization is the home of Verizon’s prepaid connectivity brands, including Verizon Prepaid, Visible, Total by Verizon, Tracfone, Straight Talk, and more. We are on a mission to connect people with quality experiences that give them the best value in wireless.

Transformation of our digital experiences and digital systems that enable our direct and indirect analog experiences is critical to the success of the Verizon Value Organization.

The CX Insights team is responsible for gathering and analyzing customer data to identify actionable insights that will improve the customer experience across all Verizon Value brands. You will develop and implement a comprehensive CX insights strategy, tracking key UX/CX metrics throughout the customer journey, conducting user research, and capturing and reporting on NPS. The team will then translate these insights into actionable recommendations for product, marketing, and service enhancements, collaborating with cross-functional teams to drive customer-centric change.

The CX Insights Director role is pivotal in driving our customer-centric strategy. The insights team will sit across multiple initiatives, developing bespoke testing strategies to ensure we are building useful, usable experiences for a broad variety of consumers. You will interact with Business, Technology and Experience partners to validate and refine every aspect of what we do, create programs to drive engagement across the business, and ensure our findings are accessible to all. You will mentor a team of researchers in your areas of expertise, and help researchers build connections within the organization. You support the team, are sensitive to their goals and challenges, and deliver real-time feedback.

In this role you will:

• Lead the development and implementation of a comprehensive CX insights strategy aligned with business goals.

• Champion a customer-centric culture throughout the organization, influencing stakeholders at all levels.

• Design and lead a robust CX measurement program, incorporating quantitative and qualitative research methodologies.

• Oversee tracking, analysis and interpretation of key UX/CX metrics across the customer journey

• Manage a globally based user research team responsible for interviews, prototype validation, and stakeholder readouts

• Supervise an ongoing effort to capture, track, and report on NPS, utilizing insights to drive improvements across the customer journey.

• Develop and deliver compelling presentations that effectively communicate CX insights and recommendations to senior leadership and cross-functional teams.

• Create and implement educational programs to build CX awareness and understanding across the organization.

• Foster collaboration and knowledge sharing among CX, design, and product teams.

• Stay abreast of industry best practices and emerging trends in CX measurement and analytics.

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

What you’ll need to have:

• Bachelor's degree in a relevant field (e.g., Market Research, Data Analytics, Business Administration) or equivalent practical experience.

• 10+ years of experience in CX, market research, or data analytics, with a strong focus on both quantitative and qualitative methodologies.

Even better if you have:

• A degree in design 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.

• Demonstrated expertise in CX measurement, including survey design, data analysis, and reporting.

• Proven ability to translate complex data into actionable insights and recommendations.

• Exceptional communication and presentation skills, with the ability to influence and inspire audiences at all levels.

• Strong leadership and team-building capabilities, with a passion for mentoring and developing others.

• Experience with CX measurement platforms and tools (e.g., Qualtrics, Medallia).

• A deep understanding of customer behavior and the drivers of customer satisfaction and loyalty.

• Empathy-driven mindset and a commitment to advocating for the customer.

• Experience with Agile/Scrum methodologies and working knowledge of Google Suite, Atlassian, Slack, and Figma.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours

40

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $145,000.00 and $293,000.00 annually based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part time roles, your compensation will be adjusted to reflect your hours.