Customer Insights Associate Director

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.

As the Customer Insights Associate Director, you'll uncover and create actionable insights to drive our strategies, business decisions, and overall competitive advantage. Your work will be the driving force behind understanding our brand's pulse and charting its course for success. It will also inspire us to bring the best solutions because of our enhanced understanding of customer needs. This is a key role focused on enhancing Verizon's customer experience and brand reputation and will lead a team that uncovers actionable insights from customer behavior and survey data. You will use empirical research methods like logs analysis and survey research to investigate customers' behavior, needs, experiences, and perceptions, driving data-informed business strategies. As the leader of several Centers of Enablement, you will be a thought leader, promoting industry best practices in measurement, analysis, data stewardship, and ways of working. By helping us understand and anticipate customer needs, you'll be shaping what's next for us.

Key Responsibilities:

• Provide strategic direction and leadership to the Data Science and Measurement team, ensuring alignment with overall business objectives. Prioritize your team, the work, and the platforms used to focus on what matters. Mentor and develop team members, fostering a culture of continuous learning and improvement.

• Collaborate with portfolio research teams to understand business questions and research needs, translating them into actionable survey research and data analysis plans.

• Analyze complex, integrated data sets from a variety of sources (logs and survey data). Identify trends and extract meaningful insights to inform business strategies and initiatives.

• Present compelling data visualizations (in dashboards, slides, memos, etc.) to share complex data and communicate clear and actionable research findings.

• Drive Verizon's Brand and Experience Measurement programs, designing and maintaining surveys, sampling methodologies, and reporting and data visualization strategies. Ensure timely delivery of reports and adherence to budget.

• Lead Verizon's VOC and Social Listening Centers of Enablement, serving as the enterprise-wide subject matter expert for customer feedback best practices in survey design and execution, information dashboard design, and analytical approaches.

• Design and implement listening posts as needed.

• Create, communicate, and build consensus for the widespread adoption of key performance indicators, analytic standards, and philosophies.

• Develop a deep understanding of Verizon's listening post landscape and provide strategic guidance on optimizations, additions, etc.

• Partner with Verizon's central Data & Analytics (D&A) organization to fully integrate CMI into the One Verizon Data program. Serve as lead data strategist to identify and integrate new datasets.

• Stay abreast of industry trends and emerging technologies in data analytics, customer feedback management, and social listening. Be a thought leader and advocate for innovation.

• Use your broad knowledge of industry-leading emerging technologies to create a roadmap for how CMI will adopt the use of AI responsibly across all our research and insights. Identify, evaluate, and recommend AI capabilities, platform,s and research vendors. Ensure that CMI team members are fully trained in how to use AI accurately and efficiently.

• Strategic thinking with strong business acumen and the ability to translate data into actionable insights.

You'll need to have:

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

• Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Experience in data science, market research, or quantitative UX research, with a proven track record of success.

• Experience at a market research agency or equivalent.

• Experience and expertise with survey research methodologies, data architecture, and data analyses.

• Strong understanding of advanced statistical modeling and analysis, data mining techniques, and Machine Learning techniques.

• Expertise in data visualization tools (e.g., Tableau, Power BI) and statistical software (e.g., SPSS, SAS, R).

• Experience in programming languages used for data manipulation and computational statistics (e.g., Python, R, MATLAB, C++, Java, or Go).

• Experience/Certification with Qualtrics or similar customer feedback/experience management platforms.

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

• Graduate degree in a relevant field (e.g., data/information science, statistics, human-computer interaction, psychology, cognitive science, etc.) or equivalent experience.

• 10 or more years of experience in data science, market research, or quantitative UX research, with a proven track record of success.

• Excellent leadership, communication, and interpersonal skills, with the ability to influence and collaborate within CMI and across all levels of the organization.

• Proven project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.

• Familiarity with data privacy and security regulations.

• Experience managing and developing high-performing teams.

• Strong communication skills with the ability to translate complex concepts into actionable insights for non-technical stakeholders.

• Strong analytical and data interpretation skills.

• Ability to work independently and as part of a team.

• Knowledge of media monitoring and analysis tools.

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.

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.