Director

You don't get to be a leader in global communications without learning a thing or two about what it takes to stay out in front. Not to mention the types of people a company needs to make it happen. We look for individuals who are motivated by the success of their team and by the success of their careers. That's the formula for success at Verizon. If it's yours as well, apply right away.

Our newly formed organization (Operational Excellence and Process Transformation) is designed to improve the value Verizon delivers to its customers, employees and shareowners by identifying and implementing process improvements that will create a more efficient, effective and agile company.

 

The Director - Voice of the Customer (VOC) lead chartered to identify and resolve deficiencies in Verizon's customer impacting customer processes.  Utilizes all customer data collection points and distill these data into compelling recommendations for improvement of productivity, process flow, increased revenue and return on investment (ROI).

•Influence business unit leaders, across the enterprise, by building and sustaining alliances at the executive level to advance the philosophy and methodology of "Executing with Quality"

•Empower Verizon employees to build a culture where employees participate in driving change by sharing their insights and feedback with the confidence that leadership will receive and use this time-sensitive feedback to improve the quality of the customer experience

•Direct all aspects of VOC data collection, analysis and process improvement recommendations from all collection points

•Leverage VOC/SM feedback from multiple sources, including rating organizations (JD Power), surveys (NPS), data mining (Clarabridge, Nexidia Verint) and alternative channels, to consistently yield relevant and reliable customer data and drive actions improving the quality of the customer experience

•Collaboratively establish Service Level Agreements (SLAs) and consistent processes with enterprise VOC teams by leading a cross-functional customer quality team

•Benchmark, set targets and manages scorecards.

•Guide the analysis of complex business problems/projects, requiring extensive data collection and consideration of multiple factors (process, organization, regulatory), to prioritize customer experience improvements recommendations

•Gain in-depth understanding of process flows, collect objective evidence and quantitatively substantiate areas where breakdowns/gaps exist

•Prioritize recommendations to deliver the greatest improvements to customer quality, productivity and financial performance by holistically evaluating opportunities at the business unit (BU), line of business (LOB) and enterprise levels

•Exercise significant, independent judgment within broadly defined policies and practices to determine the best methods for accomplishing work and achieving objectives.

•Apply advanced subject matter knowledge to complex business issues and be regarded as a subject matter expert

•Provide the CBI Project Management team with the intelligence and vision, provided by the executive escalation and VOC channels, necessary to develop strategic roadmaps, define requirements, processes and generate business cases.

•Partner with all Operational Excellence and Process Transformation groups to create summary business cases that identify gap/failures in the customer experience, recommend solutions to improve this experience and define the ROI associated with the improvements

 

Required Skills Experience:

•8 - 10 years of multidisciplinary leadership experience

•3 - 5 years in customer service/client management experience

•BA or BS preferred or 6-8 years of relevant work experience (first consideration will be given to those with a degree)

•Demonstrated project management in a cross-functional environment

•Excellent skills required to compile, analyze customer data and understanding cause and effect relationships

•Experience with analysis, analytics and data mining

•Extensive working knowledge of Voice Of Customer systems; CERS, NPS, Ideas@Work, CoFEE, ACSS, EMTS, NetACE, Clarabridge, ClickFox, etc. and reporting systems.

•Strong written and oral communications skills with the ability to present and work with Senior leaders

•PC proficiency in Microsoft office, Visio and Project

•Ability to travel domestically and internationally

•Use real-time data to respond to short-term threats (volume spikes) and identify larger opportunities (product innovation, customer experience) by creating transparency of information from working to executive levels

•Articulate business drivers and provide recommendations to ensure that senior management is equipped with the information needed to assess cost and revenue impact of new Processes and Transformation investments

 

Desired Skills Experience:

•Strategic thinker who can assess data and make appropriate process decisions/recommendations

•Keen understanding of the elements required to define and develop a leading customer experience.

•Understanding of Six Sigma Methodology a plus

•Strategic and analytical thinker who can assess data and make appropriate process decisions/recommendations

•Ability to work under pressure on multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities

 

Do more than just survive - thrive. If you're a forward-thinking, resourceful individual who is equal parts team player and individual achiever, you just may find that Verizon can help you experience success on a completely different level.

Thank you for showing an interest in Verizon!
Verizon is an equal opportunity/affirmative action employer supporting workforce diversity. m/f/d/v. Principals only!