Position Responsibilities

Customer and Business Intelligence (CBI) team member responsible for leading specific initiatives related to the operational support of the Voice of the Customer (VOC), Voice of the Employee (VOE), Voice of the Shareholder (VOS) and Social Media functions.  Responsible for collection of relevant data, collaboration with business units across the enterprise and using feedback from the Customer Business Intelligence (CBI) teams to ensure that the outputs of the VOE, VOC, VOS and Social Media are transformed into specific enterprise initiatives that drive a best-in-class experience for Verizon customers.

MAJOR ACTIVITIES AND RESPONSIBILITIES:

• Lead and manage a CBI operations project management team.
• Provide executive reporting & presentations that communicates the direction, significant milestones and results of specific CBI initiatives.
• Guide the collective analysis of complex business problems/projects, identified by the VOE, VOC, VOS and Social Media team and requiring extensive data collection and consideration of multiple factors (process, organization, regulatory), to prioritize customer experience improvements recommendations.
• Coordinate and lead the collaboration of enterprise resources/partners required to drive CBI initiatives from strategic inception to production launch, including managing the D&E funding process, overseeing the software development cycle, delivering performance metrics and providing benefit analysis.
• Manage business case creation and funding of process change and improvement projects generated by the CBI team.
• Drive accountability for successful implementation of CBI recommendations through a wide variety of teams including, but not limited to, the Business Process Excellence and Innovation team, individual business units (Region, Network, Finance, etc.) and Verizon's LOBs (VZW, VZT, VZB, Corporate).
• Monitor, track, evaluate and reports status of process change and improvement projects generated by the CBI team.
• Leverage methodologies and techniques such as reporting, analytics, data mining, process mining, complex event processing, benchmarking, predictive analytics to extract relevant data for business case justification.
• CBI subject matter expert (SME) with a comprehensive understanding of the systems, applications and processes relevant to specific CBI initiatives across all lines of Business.
• Conduct project retrospectives to validate impact of CBI recommendations.
• Communicate CBI initiatives across the enterprise and leverage this awareness to build support and ensure their effectiveness.
• Act as a catalyst for the sharing and implementation of best-practices resulting from specific CBI initiatives.
• Build relationships with enterprise business leaders to understand business objectives and priorities and oversee collaborative develop of cross-functional business improvement initiatives.
• Create and meet targets defining the success of specific CBI programs.
• Provide coaching and performance feedback to team, partners and clients.
• Provide status reports to clients, partners and senior leadership.
• Identify and eliminate threats to the successful and timely implementation of CBI initiatives.
• Resolve resource, personnel and functional conflicts.

SCOPE MEASURES:

•  May lead and manage direct reports

Required Skills & Experience

TECHNICAL COMPETENCIES:

•  List the technical competencies, related elements and proficiency levels required for this position.
• Effective in driving successful completion of large, cross-functional, technical and business initiatives, including adoption of associated support processes, within established requirements.
• Extensive working knowledge of Verizon enterprise systems, applications and architecture, including provisioning, billing, marketing, customer and employee feedback (CERS, NPS, Ideas@Work, SmartExperiment, etc.) customer care (data mining, CoFEE, ACSS, EMTS, NetACE, etc.) and reporting systems in VSO, VZB, VZT and VZW.
• Understanding of the product, services and support processes throughout the telecommunications and related industries.
• Strategic and analytical thinker who can collect and analyze data to make appropriate process decisions/recommendations.
• Strong interpersonal skills with ability to lead and manage seasoned multifunctional teams.
• Displays a commitment to deliver exceptional customer support with a high level of professionalism and responsiveness.
• Demonstrated success in change management, culture transformation and influence leadership (i.e. leading the activities beyond direct reports).
• Effective communicator at all levels of the organization ranging from front-line employees to enterprise officers .
• Self-starter that learns and adapt quickly to new systems, software and hardware.
• Comprehensive knowledge Microsoft office, Access, Visio and Project.
• Excellent organization and time-management skills .
• Results oriented, strong sense of urgency, proactive and flexible.
• Collaborative, goal-oriented negotiation techniques.
• Comprehensive analytical and technical knowledge.
• Demonstrated ability to deal with conflict and bring about resolution.
• Ability to work under pressure on multiple projects simultaneously while meeting deadlines with frequent interruptions and redefined priorities.
• Bachelor's degree, MBA in related field and/or equivalent work experience (First consideration will be given to those candidates who hold a degree)

Desired Skills & Experience

BACKGROUND REQUIREMENTS:

• 7+ years of experience in multidisciplinary process improvement role.
• 5+ years cross-functional project management experience.
• 5+ years customer service/client management experience.
• Six Sigma Black Belt certification.
• PMP Certification.

BEHAVIORAL/LEADERSHIP COMPETENCIES:

• Managing and build talent.
• Lead cross functional team(s).
• Business and Technology Acumen.