Associate Director, Customer and Product Insights Specialist

1 week ago

Basking Ridge, New Jersey, United States Verizon Full time
About the Role

We are seeking a highly skilled Associate Director, Customer and Product Insights to join our team at Verizon. As a key member of our Customer and Product Insights function, you will play a critical role in driving business decisions that help us maintain a competitive edge by delivering best-in-class value propositions and experiences to our customers.

Key Responsibilities
  • Proactively work across brand and product team leaders to define and prioritize the research roadmap and ensure appropriate resource allocation, including people, budgets, and vendor partnerships, to deliver on planned initiatives.
  • Manage, mentor, 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.
  • Lead by example and set a high bar for research rigor and insights storytelling.
  • Oversee key vendor partnerships to ensure the team leverages the highest quality research methods and analytical capabilities, and manage spend to forecast.
  • Work in close partnership with 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 to ensure 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 expectations to deliver impact and drive business objectives.
  • Promote and train teams to engage with business senior leadership as consumer champions.
Requirements
  • Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
  • Marketing, Customer Experience, or User Experience research experience.
  • Experience designing research programs, both qualitative and quantitative, to address business needs, and articulating rationale.
  • Strong command of advanced quantitative methodologies, including maxdiff, conjoint, segmentation, cluster analysis, and Gabor Granger.
  • Experience with qualitative and/or user-centered design evaluative research methods, such as focus groups, in-depth interviews, diary studies, and ethnography.
  • Experience synthesizing data from multiple sources and translating findings into actionable customer insights and recommendations.
Preferred Qualifications
  • Four or more years of experience managing a team of 3 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.
  • Self-starter with the ability to identify stakeholders and build credibility for the team.
  • 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.
About Verizon

We are 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, and we are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.

We offer a comprehensive benefits package, including 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.

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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