Introduction to Verizon and Our Mission
At Verizon, we are driven by a passion to empower how people live, work, and play by connecting them to what brings them joy. As a leader in the wireless technology industry, we strive to deliver innovative, customer-focused solutions that exceed expectations in value and quality. Our commitment to enriching lives through seamless, reliable, and affordable wireless experiences is at the heart of everything we do. By joining our team, you will play a pivotal role in this mission, working towards bridging the gap between individuals and premium wireless experiences that enhance their day-to-day lives.
Position Overview
We are seeking an experienced Associate Director of Customer and Product Insights to lead our customer and product research and insights function supporting the Verizon Value portfolio of brands. As a senior insights professional, you will drive business decisions that help us maintain a competitive edge by delivering best-in-class value propositions and experiences to our customers. Your expertise will be crucial in defining and prioritizing the research roadmap, managing and mentoring a team of insights professionals, and ensuring the delivery of high-quality research methods and analytical capabilities.
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.
- Manage, mentor, and coach direct reports 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, conducting hands-on research and storytelling during team growth stages as needed.
- Oversee key vendor partnerships, ensuring the team leverages the highest quality research methods and analytical capabilities, and manage research budgets 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, 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 expectations to deliver impact and drive business objectives.
- Promote and train teams to engage with business senior leadership as consumer champions.
Essential Qualifications
To be successful in this role, you will need to have:
- Eight or more years of relevant experience in Marketing, Customer Experience, or User Experience research, demonstrated through one or a combination of work and/or military experience, or specialized training.
- Experience designing research programs, both qualitative and quantitative, to address business needs, and the ability to 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.).
- Ability to synthesize data from multiple sources and translate findings into actionable customer insights and recommendations.
Preferred Qualifications
While not required, the following qualifications are highly desirable:
- 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.
- Demonstrated effective consultative skills and the ability to work through ambiguity and collaborate to problem-solve.
- Strong business acumen and understanding of the telecom industry, with extensive experience and genuine interest in consumer segment research.
- High degree of comfort using influence and persuasion cross-functionally, with 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.
Career Growth Opportunities and Learning Benefits
At Verizon, we are committed to helping our employees grow and develop in their careers. As an Associate Director of Customer and Product Insights, you will have access to a range of training and development opportunities, including:
- Leadership development programs to help you build your skills and expertise.
- Networking opportunities with other professionals in the industry.
- Access to cutting-edge research and analytics tools and technologies.
- Opportunities to work on high-impact projects that drive business results.
- A culture of innovation and experimentation, where you can try new approaches and learn from your successes and failures.
Work Environment and Company Culture
At Verizon, we pride ourselves on our 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 company culture is built on a foundation of:
- Diversity and inclusion, where we celebrate our employees' differences and promote a culture of respect and empathy.
- Innovation and experimentation, where we encourage our employees to try new approaches and learn from their successes and failures.
- Collaboration and teamwork, where we work together to achieve common goals and drive business results.
- Continuous learning and development, where we provide our employees with the training and resources they need to grow and develop in their careers.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of benefits, including:
- Health and wellness benefits, including medical, dental, and vision coverage.
- Short-term incentives, including bonuses and stock awards.
- 401(k) Savings Plan, with company match.
- Stock incentive programs, including employee stock purchase plans.
- Paid time off, including vacation, sick leave, and holidays.
- Parental leave and adoption assistance.
- Tuition assistance and education reimbursement.
Conclusion
If you are a motivated and experienced insights professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As an Associate Director of Customer and Product Insights at Verizon, you will have the chance to make a real impact on our business and drive growth and innovation in the wireless technology industry. Don't miss out on this opportunity to join our team and take your career to the next level. Apply today!
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