Associate Director, Customer and Product Insights Leader
4 weeks ago
We are seeking a highly skilled Associate Director, Customer and Product Insights to lead our customer and product research and insights function. As a key member of our team, you will be responsible for 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.
- Manage, mentor, and coach direct reports to ensure world-class insights work and leverage learnings and best practices across 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.
- 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 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.
- Promote and train teams to engage with business senior leadership as consumer champions.
- 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.
- 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.
- Able 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.
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. 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.
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.
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