Manager - Business Intelligence

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 activate a comprehensive strategy to translate quantitative inputs into meaningful insights and actions across multiple brands and touchpoints. You’ll translate the data into observations, implications, and recommendations, helping partners in product, marketing, and service activate meaningful enhancements, collaborating with cross-functional teams to drive customer-centric change.

The Manager, Business Intelligence is responsible for analyzing customer feedback, understanding customer needs, identifying opportunities for improvement across the customer experience, and helping to manage the operations of the BI team in Verizon India. The ideal candidate will innate leadership skills, a strong understanding of customer experience principles and methodologies, and an ability to translate data into actionable insight, and has excellent analytical and problem-solving skills.

You are both a practitioner and a leader, able manage a team of business analysts and keep your hand in the game by also conducting research and analysis. As a manager, you are charismatic and empathetic, able to oversee delegation of tasks, quality of output, and development of the practitioners on your team. As a researcher you are able to partner with other researchers and analysts to target, analyze, and synthesize multiple inputs to articulate learnings and recommend actions focused on driving key business goals. This role will help plan and execute on bespoke testing strategies to ensure we are building useful, usable experiences for a broad variety of consumers and touchpoints. You are empathy driven and focused on team success before individual glory.

What you’ll be doing:

• Managing a small team of Business Analysts, overseeing their work, developing their skills and building out the team.

• Gathering and analyzing customer feedback from various sources such as surveys, social media, analytics tools, and customer support interactions.

• Identifying opportunities for improvement in the customer experience based on analysis of customer feedback and needs.

• Working with cross-functional teams to develop and implement solutions that address opportunities for improvement.

• Measuring and tracking customer satisfaction metrics such as CSAT, NPS, and CES to assess the effectiveness of CX initiatives and identify areas for further improvement.

• Communicating insights and recommendations to stakeholders across the CX organization, including CX teams, product managers, and customer support leaders.

• Developing and implementing deliverables including decks and customer journeys to visualize the customer experience across different touchpoints and tie pain points and opportunities for improvement.

• Reviewing close-loop feedback mechanisms to gather valuable insights on customer satisfaction, expectations and preferences in collaboration with cross-functional teams, ensuring the timely research and solution of customers’ issues that directly impact NPS performance.

• Providing tactical recommendations to Digital Ops and XD/XM Teams to uncover broken areas and

• Educating and training employees on CX best practices to help them understand the importance of CX and how they can contribute to improving the customer experience.

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

What we’re looking for:

You’ll need to have:

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

• Six or more of years of relevant work experience.

• Five or more years of experience in customer experience research, analysis, or design.

• Strong understanding of customer experience principles and methodologies.

• Excellent analytical and problem-solving skills.

• Experience with data analysis tools and techniques.

• Excellent communication and presentation skills.

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

• Understanding of customer behavior and the drivers of customer satisfaction and loyalty.

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

• Ability to translate complex data into actionable insights and recommendations.

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

• Experience with state-of-the-art design tools and software

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

Even better if you have one or more of the following:

• A degree in design, business administration, human-computer interaction 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.

This role may be considered as part of the Department of Defense SkillBridge Program.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

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

Scheduled Weekly Hours

40

Diversity and Inclusion

We’re proud to be an equal opportunity employer. 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.