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Lead Experience Manager

2.00 to 7.00 Years   Chennai   25 May, 2021
Verizon Data Services India PvtLtd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaDBA / Datawarehousing
EmploymentTypeFull-time

Job Description

When you join VerizonVerizon 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.What you ll be doing.The Manager of Digital Voice of Customer will leverage qualitative tools and research methods to provide actionable insights that drive future digital experience improvements, optimize current experiences, and assist in achieving business goals. You will drive root cause analysis by working to interpret customer feedback and take action to negotiate prioritization to improve the usability, usefulness, and desirability of the website to meet customer needs.You should have strong e-commerce experience in qualitative customer research with attention to detail, adaptable to change and tight deadlines, and is focused on quality.

  • Sourcing of VoC data from multiple sources (i.e. Medallia, Tealeaf, Glassbox, and Chat) and distilling information into actionable strategic insights.
  • Measuring themes weekly to identify trends and negotiating prioritization of recommendations to appropriate teams to address issues or opportunities identified via research.
  • Partnering with internal groups to incorporate insights into current projects in the queue and/or to create new projects for optimization.
  • Leveraging tracking and measurement impacts of insights to drive business goals.
  • Conducting surveys and/or VoC analysis for key product launches.
  • Presenting insights to appropriate teams, drive implementation dates and track performance improvement post-implementation.
  • Conducting competitive analysis and review secondary data sources.
  • Maintaining in-depth knowledge and understanding of different research methodologies and data analysis techniques as well as channel and industry best practices.
  • Leveraging partnerships with other team members to provide a holistic view of customer experience and plan of action to address issues and opportunities identified through research.
  • Self-managing all research/testing projects as assigned in the requested timeline.
What we re looking for.Youll need to have:
  • Bachelor s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Three or more years of relevant experience in qualitative research and analysis, or a similar role in a professional environment.
  • One or more years of e-commerce experience.
Even better if you have:
  • BA/BS or MA/MS in Marketing, Computer Science, Psychology, Behavioral Science or closely related disciplines.
  • Experience with research tools including Medallia, Opinionlab, Foresee, Usertesting.com, and Survey Monkey.
  • Experience within the telecommunications industry.
  • Capability to be a self-starter who is comfortable with minimal day-to-day guidance and independently managing deadlines.
  • Strong problem solving, analytical, and critical thinking skills with the ability to make sound recommendations and decisions based on data and prior experience.
  • Proven track record of consistently producing deliverables that are well-written and contain helpful information, providing solid and actionable recommendations.
  • Written and verbal communication skills.
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Keyskills :
root causedata analysisroot cause analysisqualitative researchcustomer researchproblem solvingcritical thinkingcustomer experiencethinking skillsbehavioral sciencenew projects

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