Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
The System of Insights (SOI) team is a part of the Customer Experience & Personalization organization within Verizon’s Consumer business unit. Our mission is to provide insights that facilitate easy, personalized interactions between Verizon and its customers. Our North Star is the customer experience. To provide the insights needed to fulfill this goal, we have core teams focused on Analytics, Insight Creation and Insight Delivery. In this capacity, this person will lead multiple cross-functional business teams to identify requirements / opportunities, develop associated designs, gain buy-in from stakeholders / executive groups, and ensure decisions occur in governance councils. Much of the work done within this program requires working with IT on the development of these new capabilities.
Driving a daily operating cadence focused on reviewing / understanding results, identifying root cause, and taking actions will also be critical within this role. This individual will collaborate across functions and channels (marketing, IT, digital, big data teams, network ops, and Contact Center channels) to identify requirements, design, implement, and track the results of the solutions and models.
Creates and maintains a strategic roadmap to ensure successful implementation of technology/tools while delivering solutions that resonate with our internal and external business partners.
Interfaces with other members of the SOI Catalyst team, SOI execution team, channel partners, CXP partners, and other stakeholders to manage the request and delivery of intelligence assets for use in omni-channel engagement strategies.
Delivers on strategic technological visions by defining requirements, completing detailed analysis, validation, and testing.
Working daily with our IT, system of record, and model development partners to define user stories, tasks, assign those tasks, prioritize the user stories and tasks into sprints, and track execution on those user stories and tasks.
Interfacing with clients to establish requirements for new functions or enhancements.
Facilitates requirements gathering sessions with clients and IT technical teams to develop detailed business requirements. Position drives the discussion and the design of the requirements while obtaining consensus among various participants on the final output. Requirements must be coordinated and carefully implemented so as not to negatively impact the overall customer experience.
Manages multiple projects simultaneously, interfacing with business clients, subject matter experts, and IT and internal project managers to ensure timely delivery of initiatives and status communication to all involved parties.
Initiates the change request process to generate and collect recommendations for proposed changes, facilitate the identification of requirements, collaborate with the Change Control Board to prioritize and fund changes and provide a framework for tracking and communicating progress to interested parties.
What we’re looking for...
You are a demonstrated professional who can effectively own and prioritize multiple work streams as well as to adapt during sometimes pressured situations. You display initiative and resourcefulness in achieving goals, but are also comfortable brainstorming and sharing ideas in a team environment. You will have excellent communication skills with the ability to speak effectively to both internal and external stakeholders. You are able to partner across multiple business and technology teams. You should have strong e-commerce experience in quantitative customer research / root cause analytics with attention to detail, adaptable to change and tight deadlines, and is focused on quality. Ability to mine, extract, transform, load large data sets and create concise readouts and analysis based on the actionable insights found in the data.
You'll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant work experience.
Use case development & Enterprise Design knowledge.
Experience working with APIs, Enterprise platforms & analytics tools/platforms such as SQL, Excel, SAS/SPSS etc.
Experience analyzing large datasets.
Experience summarizing and visualizing analysis outputs.
Even better if you have:
A degree in a quantitative discipline such as computer science, economics, operations research mathematics, statistics, or engineering.
Previous consulting experience or professional services environment experience.
Skills in digital analytics / customer analytics / Omni-channel analytics & Advanced SQL / Java/SAS/R/Python experience.
Experience working with statistical/data mining concepts and techniques.
Experience managing stakeholders and driving projects/use-cases to completion.
Experience with clustering/segmentation, Incremental analysis, cohort analysis.