Director, Consumer Insights - Customer Satisfaction (VOC) - New York


: $192,290.00 - $192,290.00 /year *

Employment Type

: Full-Time


: Executive Management

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What you'll be doing The Director of Customer Insights - Customer Satisfaction, will be responsible for all Voice of Customer research and insights including NPS tracking, Customer Experience (CX) Feedback and custom quant and qual research, deepening our understanding of what delights our consumer and B2B customers, driving improvement in the customer experience across our retail, digital and customer care channels and creating a culture of customer obsession throughout the organization. Responsibilities Bring the voice of the customers to business leaders in a way that has a direct and immediate impact on the business leaders including CX Experience Managers and designers, business transformation team and channel leaders from retail, digital and customer care Lead cross-functional teams in the synthesis of insights across multiple data sources to identify trends and provide recommendations to improve the overall customer experience across our consumer and B2B business groups Develop CX KPIs providing a recommendation on 'the metrics that matter' Manage teams that track and analyze CX performance via NPS, JD Powers, Transaction Level Feedback Surveys, Website and Product Satisfaction tracking and ensure seamless distribution of monthly and quarterly performance scorecards to key stakeholders Assemble and maintain a repository of customer experience insights along with industry, category and competitive learnings and communicate key insights to stakeholders Manage enterprise level VOC Platforms to implement feedback surveys, create and maintain data dashboards and conduct text analytics. Ensure that Verizon's VOC measurement tools are best in class and recommend advancements and platform optimization using emerging best practices in AI, Machine Learning and Big Data best practices What we're looking for 10 years of market research experience Bachelor's degree or equivalent experience Experience managing NPS Surveys, VOC listening posts or customer satisfaction tracking at the transaction or product level Experience managing teams of researchers and analysts Advanced knowledge of a variety of market research and data analytic techniques.Deep passion and expertise managing and analyzing all types of data including survey, text analytics and metrics that provide insight into consumer loyalty, lifetime value and digital behaviors Experience managing VOC/text analytic platforms and vendors such as Medallia, Qualtrics, Clarabridge, Crimson Hexagon, Verint, JD Powers, etc. Experience or interest in the technology sector Visible change agent with an entrepreneurial spirit and proven success in establishing progressive and advanced capabilities Confident and decisive leader who models a team-oriented approach across all levels of the organization and externally with agency leadership Strong business orientation and ability to 'make things happen'. This Director needs to drive actions and decisions, not just provide a point of view Proven track record of building and developing highly-motivated, empowered, and high-performing teams Persuasive verbal and written communication skills to influence senior leaders in a fast-moving and highly-matrixed environment Exemplary storytelling skills and business acumen to simplify large and complex data into compelling recommendations that influence business strategy When you join Verizon You'll have the power to go beyond - doing the work that's transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you'll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we'll go far. 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. Different makes us better. REQNUMBER: 525732-1B
Associated topics: cmo, endowment, lead generation, mba, media, newspaper, presale, product market, regulatory, social media * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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