Associate Director, Customer and Product Insights

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Job description

When you join Verizon 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.

What you'll be doing
At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, you'll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. We're not just in the business of technology; we're in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, let's delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

• Total Wireless & Verizon Prepaid: At the forefront, we have Total Wireless and Verizon Prepaid, our flagship brands available at Verizon-owned stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total Wireless is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.
• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.
• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.
• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Research's prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.
• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.

Verizon is looking for a senior insights professional to lead the customer and product research and insights function supporting the Verizon Value portfolio of brands. You and your team will be driving business decisions that help us maintain a competitive edge by delivering best in class value propositions and experiences to our customers. The Associate Director of Customer and Product Insights will accomplish this by:

• Proactively working across brand and product team leaders to define and prioritize the research roadmap and ensuring appropriate resource allocation including people, budgets and vendor partnerships to deliver on planned initiatives.
• Managing, mentoring and coach direct reports who are focused on specific work streams to ensure world-class insights work and leverage learnings and best-practices across these work streams. At times, they may be called upon to conduct hands-on research and story-telling during their teams' growth stages.
• Leading by example and setting a high bar for research rigor and insights storytelling.
• Oversee key vendor partnerships ensuring the team leverages the highest quality research methods and analytical capabilities. Make certain that research budgets are being efficiently utilized and manage spend to forecast.
• Working in close partnership with the Marketing Insights leads to build an integrated understanding of our customers, prospects and market dynamics.
• Forge relationships with adjacent insight, analytics and intelligence teams across the Verizon organization to further elevate our total market understanding and identify opportunities for greater efficiencies in spend and operating models.
• Speak on behalf of the customer across Verizon Value leadership forums ensuring that crucial customer insights and pain points are elevated to key decision makers and incorporated into short and long-term action planning.
• Oversee and care for the performance and professional development of team members, providing regular feedback, coaching and direction to ensure each team member is meeting their expectation to deliver impact and drive business objectives.
• Promoting and training teams to engage with business senior leadership as consumer champions.

In this role, you'll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday).

What we're looking for
You'll need to have:

• 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 Marketing, Customer Experience or User Experience research.
• Experience designing research programs, both qualitative and quantitative, to address business needs; can articulate rationale.
• Strong command of advanced quantitative methodologies (maxdiff, conjoint, segmentation, cluster analysis, gabor granger etc.).
• Experience with qualitative and or user-centered design evaluative research methods (e.g., focus groups, in-depth interviews, diary studies, ethnography etc.).
• Experience Synthesizing data from multiple sources and translating findings into actionable customer insights and recommendations.

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

• Four or more years of experience managing a team of three or more people.
• Experience providing insights to inform value proposition development.
• Experience leveraging secondary data, trends and learnings to provide context for business scenarios.
• Experience coaching and advising multiple team members, simultaneously, to push the strategic quality of their insights.
• Ability to present insights in a compelling narrative and establish rapport with Senior Leadership as a Consumer Champion.
• Marketing, CX or UX research experience specifically in the consumer or business space.
• Are a self-starter, able to identify stakeholders and build credibility for the team.
• Demonstrated effective consultative skills.
• Proven ability to work through ambiguity and effectively collaborate to problem solve.
• Strong business acumen and understanding of the telecom industry.
• Extensive experience and genuine interest in consumer segment research.
• High degree of comfort using influence and persuasion cross-functionally.
• Experience operating in a fast-moving, rapidly evolving environment.
• Experience contributing to a culture of innovation by finding new and better ways of doing things: identifying, creating and employing innovative research and operational approaches.

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.

Where you'll be working

In this hybrid role, you'll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager.

Scheduled Weekly Hours 40

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.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.
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