Senior Member Technical Staff

Job Description

What you’ll be doing...

Our customers rely on us for the best network and customer experience. This position is responsible for helping to grow and optimize our multi-modal AI Automation experiences through our Digital Assistant ChatBot / Voice Bot.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 will be an intricate part of a team that monitors the pulse of the Digital Assistant. While being responsible for monitoring, reporting, analyzing and communicating the bot’s performance, you will work with our Analytics partners (Digital, Customer Service, Cross-Channel) and provide requirements for all necessary reporting, dashboards / tools to derive insights, and analytics efforts. Your goal is to ensure data/performance reporting is accurate, understand and communicate performance and trends, and leverage these tools to complete analyses that identify 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 optimizing this important technology. You will work with our partners within the omni-channel Customer Experience, Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams. Your in-depth knowledge of analytics, Tableau dashboards, machine learning-driven optimization of experiences, and experience developing consistent, accurate measurement systems including establishing digital tagging for Adobe Analytics will be critical in your collaboration with our cross-functional partners. Your ability to communicate effectively across all functions is an integral step towards the collaboration necessary in managing these projects.

• Leverage your analytical approach, customer experience mindset, and continuous improvement/optimization of existing experiences to focus working with partner teams to:define reporting & analytics requirements, establish consistent performance metrics and dashboard(s), and implement tools to provide performance insights.
• Create, drive and provide oversight of effective and accurate measurement and presentation of a customer’s end to end journey and the efficacy of content and AI/Automation as compared to other self-service transactions in the app and .com.
• Provide expertise, recommendations and support tactical implementation of new reporting and analytics metrics and dashboards leveraging your knowledge of SQL, Tableau, and / or Adobe Analytics.
• Drive tagging requirements (Adobe Analytics) to ensure relevant data is captured to analyze and manage content performance.
• Lead efforts to create and leverage real-time performance monitoring tools and anomaly detection capabilities, adopting a Command Center approach with our digital assets.
• Accurately forecast performance across key KPIs and measure actual performance vs. forecast.
• Conduct root cause analysis on performance and make recommendations based on advanced analytics findings on experiences / customer journeys and feedback and provide recommendations to senior leaders on key business decisions.
• Build executive communications / presentations for SVP, VP’s, and Directors and present to and/or support leaders with materials and talk points.
• Build relationships with stakeholder teams, collect and analyze data, identify opportunities based on analytics insights and customer feedback, and partner with internal teams and key stakeholders to develop improvement plans to ensure program(s) success.
• Lead cross-functional teams and manage the execution of detailed project plans.
• Act as the intermediary between highly technical channel organizations while providing business operational insights to create alignment between metric definitions and data extraction formulas with final sign off authority.

What we’re looking for...

You’re highly analytical and you turn complex information into easily understood insights and have a passion for partnering with others to turn those insights into action. 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:

• Bachelor’s degree or four or more years of relevant work experience.
• Six or more years of relevant work experience.
• Three or more years of analytics and reporting experience including knowledge of SQL, VBA/Excel/Google Sheets, sentiment and AI analytics tools, Teradata, Tableau, Adobe Analytics/Site Catalyst and/or Adobe Data Workbench with the ability to develop reporting architecture.
• One or more years Experience in Program/Project Management.
• Knowledge of Digital app/web and ChatBot/VoiceBot user interfaces.
• Experience investigating and solving complex technical problems and data discrepancies.
• Experience leveraging Artificial Intelligence / Machine Learning/ data science to optimize Bot / Digital systems & KPI performance.
• Experience working with data architects and multiple data resources and ability to extract data from data sources such as Hadoop and enterprise data warehouses with regards to data mining.
• Experience developing executive-level presentations and visualizations (Google & Microsoft Applications).
• Willingness to travel up to 25% of the time.

Even better if you have:

• Master’s degree.
• Knowledge and understanding of wireless industry trends and key business drivers.
• Experience with any Artificial Intelligence development tool such as AIM2.0, Dialog flow, IBM Watson, RASA Stack, and/or ChatterBot.
• Customer Service (Digital or Contact Center) experience with knowledge of improved processes and organizational efficiency. Ideally, with a focus on customer experience.
• Experience with principles of computer programming languages (Python, JavaScript, Ruby, C++, and VBA).

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

Diversity and Inclusion at Verizon

At Verizon, we know that diversity makes us stronger. We are committed to a 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. Check out our diversity and inclusion page to learn more.

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.