Consumer Insights Manager
What you’ll be doing...You will be responsible for overall coordination and delivery of the Net Promoter Score program across the organization. You will better understand how to improve advocacy through the customer experience through root cause and other analyses -- for our total Customer group and for defined subgroups who are strategic imperatives for the company. You will help identify strengths/weaknesses along the customer journey and guide the prioritization of resources.Over time, you’ll highlight where Verizon is gaining or losing ground to competitors on certain aspects of the customer experience. Help establish NPS economics that are endorsed by the finance department and demonstrate the value of promotership.When appropriate, recommend additional custom research and/or customer analysis be run to deepen insights.
- Partner with senior leaders to understand key business issues and to link learnings from NPS measurement to business actions.Establish and update NPS goals for the organization.Explain models and drivers in a clear manner to cross-functional employees.Manage research agency partners from scoping to delivery.Synthesize information from NPS sources along with other sources into meaningful insights.Influence at senior levels of an organization.Maintain relationships with other functional groups who support the system (e.g. IT).Cut through complexity to deliver clear and actionable recommendations.Serve as the Verizon NPS subject matter expert externally.
What we’re looking for...You are highly analytical with demonstrated strength in problem solving and turning insight into action. You can work effectively across different parts of the organization and influence peers diplomatically without direct management oversight. People trust and value your opinion. You have excellent communication and collaboration skills with ability to express viewpoints and insights in clear and concise manner. You are comfortable with storytelling. You are not just about the numbers—you have a business mindset that makes your recommendations sound and practical. You’ll need to have:
- Bachelor’s degree or four years of work experience.Six or more years of relevant work experience.Consumer market research experience.Experience managing customer tracking study (e.g. customer satisfaction, brand health tracking).Experience using PowerPoint and Excel.
- A degree.Implemented or supported an NPS system in a large organization.Analyzed data from multiple sources, provided insights and recommendations tailored to different functions and levels.Managed agency vendor relationships including scoping, budgeting, quality and timeliness.Experience working in a fast paced environment.
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.
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