At Verizon, we believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives. By joining our team, you'll play a pivotal role in this mission, 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.

The Value Organization: Powering Connections with Purpose. Verizon’s Value brands offer a comprehensive portfolio of no-contract, prepaid wireless solutions, all powered by Verizon's leading nationwide 5G and 4G LTE network. Designed to fit the varied needs of the value consumer, our diverse brand offerings include:

• Straight Talk: Available exclusively through Walmart, Straight Talk offers reliable value, helping hard-working customers save money and live better.  Benefits include Walmart+ membership and home internet options.
• Total Wireless: Total Wireless is the local neighborhood brand with urban stores across the country.  The brand offers the power of the Verizon network at an outstanding value, with a 5 year price guarantee on select plans.
• Visible: Available online, Visible is the brand that savvy consumers know to go to for a great value.  Visible believes you shouldn't have to join a family plan to save on wireless, and offers a simple streamlined online-first way to buy a wireless plan.
• Simple Mobile: Simple Mobile empowers customers to feel at home wherever they are, acting as a neighborhood catalyst through its service. It provides affordable, flexible plans with international calling and operates on Verizon's reliable network.
• Tracfone: For individuals who see tech as a tool, not a way of life, Tracfone is the reliable, affordable option. For over 25 years, Tracfone has focused on providing high-quality wireless to those overlooked by conventional providers due to affordability or credit history, emphasizing "No Bills, No Contracts, No Surprises".
• Verizon Prepaid: Leveraging the strong Verizon brand recognition, Verizon Prepaid is ideal for those who want service directly from Verizon without a postpaid commitment or credit checks, offering flexibility and access to the leading 5G and 4G LTE network.
• Walmart Family Mobile: As another essential tool in busy people's utility belt, Walmart Family Mobile exists to empower heroic parents to stay ahead of their family's every need. It offers affordable, no-contract plans with family discounts and supports programs like Lifeline.

• SafeLink Wireless: SafeLink believes that in today’s digital-first society, connectivity is a new basic need and a right for every person. Without judgment, SafeLink fulfills our obligation to connect the disconnected through government subsidies and the Lifeline program, utilizing Verizon's nationwide network.

This role will be responsible for driving insights to actions across our Value brands.  You will partner cross functionally sharing the insights received from the Value Voice of the Customer (VOC) program and drive business change that improves the customer experience and ultimately customer churn.

You’ll work closely with internal stakeholders to serve as our customer’s advocate driving business change from the VOC insights shared and work with our external vendor for survey administration to ensure we are capturing the desired customer information. You will lead projects and people that develop analysis, identify and resolve issues, and hold teams accountable for a relentless drive towards customer experience excellence. You’ll be constantly on the lookout for tangible gaps in the customer experience, survey best practices, data automation, and emerging industry trends so that we can stay ahead of the game. 

• Conducting regular analysis on the survey results from the Value VOC program
• Managing the vendor relationship for survey administration
• Working cross-functionally to drive insights to action across the Value organization with a relentless drive towards improving customer experience
• Ensuring data quality and promoting process improvement, and AI automation
• Translating customer insights into quantified business value, enabling data drive prioritization of initiatives and investments
• Leveraging relevant technology tools to support executive level storytelling and decision making
• Manage direct and indirect reports, leading them by the BOLD standards

What we’re looking for...

You are passionate about delivering an outstanding customer experience and take it personally when a customer has a poor experience with our Value brands.  With an eye towards improving performance and predictability, you love to solve problems, and improve processes. Developing resolutions to complex problems, using your sharp judgment to develop methods, techniques, and evaluation criteria allows you to deliver solutions that make a huge impact. You’re able to communicate technical information to non-technical audiences, and you take pride in your ability to share your considerable knowledge with your peers.

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
• Experience in Microsoft and/or Google Suites of products, e.g. PowerPoint, Slides, Excel, Sheets, etc.
• Critical thinking skills and the ability to define analytical frameworks, analyze complex data sets, and deliver analyses that highlight relevant, actionable insights
• Strong story telling and communication skills that enable you to be effective in spurring discussions, influencing decisions, and setting expectations across various functional teams; and across all levels within an organization
• Able to manage multiple complex projects cross functionally; and to deliver against key deliverables and timelines.

• Ability to adhere to a hybrid schedule in office that includes assigned office days (VCG in office days are Tuesday, Wednesday and Thursday)
• Ability to adhere to a hybrid schedule in office that includes assigned office days (VCG in office days are Tuesday, Wednesday and Thursday)

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

• Bachelor’s degree in Business Intelligence, Data Analytics, Finance, Economics, or Business; or four or more years of work experience.
• Master’s degree.
• Experience with visualization tools, like Looker or Qlik.
• Experience with Data Warehousing or Teradata SQL.
• Knowledge of AI tools such as Claude or Co-Pilot
• Proven visualization/storyboarding skills to present insights and recommendation

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.

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 benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.