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What you’ll be doing...
Named one of Fast Company’s Most Innovative Companies and "Best Telecom Brand" in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we have no stores, no call centers, and no paper bills, allowing us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry - and we’re having a lot of fun doing it. Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness - disruption, innovation, and culture - while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible. In this hybrid role, you'll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Irvine CA, Basking Ridge NJ and New York City. The Digital CX Insights Lead at Visible will lead the CX Insights team charged with the analysis, testing and optimization of Visible.com and native app with the goal of improving the ease at which a customer engages with Visible online, reducing reliance on Care and improving churn. The Digital CX Insights & NPS Manager has a background in website optimization, digital analytics, VOC, personalization, data science and testing. You will analyze and articulate results to senior-level stakeholders and internal team members, shaping our approach to digital analysis and optimization; including building reports, managing tagging, developing forecasts, collecting and utilizing data, and building consumer insights that lead to CX improvements. This role requires the ability to be hands-on, developing and telling stories from data, but also a leadership opportunity in refining our digital analytics practices and optimizing the customer experience.
Be the subject matter expert for Google Analytics & Quantum Metric; set up reports, build forecasts, identify trends and opportunities.
Own development of success metrics (conversion, revenue, NPS / customer satisfaction, engagement, etc.) to assess enhancements and track and communicate progress accordingly.
Proactively make recommendations based on how the initiatives are tracking against KPIs.
Develop requirements for data-driven experiences, such as recommendation engines, machine-learning content and sales experiences.
Lead personalization data requirements and segmentation analysis.
Collaborate with other departments (Marketing, Care, Commercial) and other Insights / BI teams on building the data infrastructure for a user-centric, omni-channel approach.
Work with cross-functional teams to develop prioritization framework and determine best resource allocation to meet business goals.
Analyze research, best practices and competitive insights to collaborate with CX and design teams on improving the customer experience and conversion.
Identify new site functionality that leverages and integrates data and applications, such as personalization and targeted messaging, CRM, predictive/relevancy engines, analytics and tracking systems.
Lead user-testing and provide detailed qualitative and quantitative results to identify opportunities and drive product innovation.
Manage A/B/N and multivariate testing, analysis and specification of test strategies, roadmaps and parameters for key transactional flows, site navigation and engagement experiences.
Partner with cross-functional teams to optimize tag management and site speed.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Six or more years and expert-level experience using analytics platforms, including Tealium, Google Analytics.
Five or more years of experience managing a digital analytics team.
Experience building complex omni-channel forecasts.
Comfortable leading the development of reporting and tagging requirements from the ground up across multiple cross-functional teams.
Experience optimizing funnels and translating test results into product requirements, with a focus on acquisition and conversion optimization.
Experience defining, building, testing and optimizing personalized / segmented experiences using such tools as audience-targeting engines, data management platform (DMPs) and campaign management / marketing clouds.
Relevant experience working with web-based and native app datasets
Six or more years of hands-on experience with digital testing and personalization platforms and accountability to financial results.
User testing and surveying (VOC) experience.
Even better if you have:
Outstanding multi-tasking ability, prioritization and project management skills.
Ability to moderate tests and synthesize qualitative and quantitative results into actionable recommendations.
Customer-first orientation and strong passion for delivering quality tools, information and content in service to customer needs.
Team player who collaborates well with others and embodies problem first solutioning for the customer and commitment to delving deep into the challenges that they present or experience.
Proven experience and know-how to leverage a multitude of Agile methodologies including Scrum.
Experience with data visualization and BI tools (SAS, Tableau).
Experience in the wireless industry.
Master’s degree in Data Analytics.
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.
COVID-19 Vaccination Requirement
Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).