Job # 546310
What you’ll be doing...
*****This role is for the Insight and Optimization Team*****
Our customers rely on us for the best network and customer experience. You are responsible for helping to grow and optimize our multi-modal AI Automation experiences through our Digital Assistant ChatBot / Voice Bot experiences integrated in the IVR, website, and app. As part of the National Customer Service Consumer Group, you will work on identifying the strategic direction, planning, and execution of digitally connected experiences powered by AI/ML driven insights and leading technologies. The work you’ll do every day will help us create simple, customer-centric, digitally oriented customer and employee experiences for our Home and Mobile customers.
You oversee the team that monitors the pulse of the Digital Assistant, website, app and Systems of Insight impact to the business. While being responsible for monitoring, reporting, analyzing and communicating the performance, you will work with our Analytics partners (Digital, Customer Service, Customer Experience) providing requirements and partnering to develop all necessary reporting, dashboards / tools to derive insights, and analytics. Your goal is to ensure data/performance reporting is accurate, understand and communicate performance and trends, and complete analyses to determine root cause(s) behind performance. In order to create the best experience for all stakeholders, your expertise in the areas of data processing, formatting, analytics, and NLP will be essential to optimize this important technology. You will also work with our partners within the Omni-channel Customer Experience and Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams. Your team will partner with multiple disciplines including: Content development & UI/UX design, systems development & integration and experience. Based on findings through reporting and analytics trends, your team will provide both ongoing monitoring / review / testing of experiences as well as insights on root causes & optimization recommendations to the appropriate teams via daily operations touch point meetings that review and prioritize the necessary fixes/enhancements.
What we’re looking for...
You’re highly analytical and you turn complex and large volumes of information into easily understood insights and simple customer experiences. You are the one who can look at a process and see how it can be made more efficient and automated. You’re no stranger to a fast-paced environment and can adapt to changing priorities with ease. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You’ve got exceptional critical thinking skills and like solving problems. You are flexible, dependable and work well on a team.
You’ll need to have:
Even better if you have:
When you join Verizon...
You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.
Equal Employment Opportunity
We're 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. Different makes us better.