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    Business Intelligence Lead (VoC)

    • On-site
    • Back Office Verizon Staff Position

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    Job description

    ABOUT THE ROLE

    We’re looking for a Business Intelligence Lead – Voice of Customer (VoC) to own and evolve our customer-feedback intelligence program.
    This position connects data with action — translating customer insights from multiple sources (surveys, NPS/CSAT, call center data, and social listening) into clear strategies that improve experience, retention, and loyalty.

    You’ll partner with senior leaders across operations, product, and analytics to design dashboards, models, and deep-dive analyses that turn the Voice of Customer into measurable business results.

    Key Responsabilities:

    • Lead the design and execution of the Voice of Customer (VoC) program, integrating data from surveys, call center, chat, social, and other feedback channels.

    • Develop and maintain dashboards, reports, and scorecards using Power BI, Tableau, or ThoughtSpot to visualize customer sentiment and key drivers.

    • Conduct advanced analytics (segmentation, churn drivers, trend analysis, text analytics) to identify root causes of dissatisfaction and opportunities for improvement.

    • Collaborate with cross-functional teams to translate insights into actions, supporting initiatives that elevate customer experience.

    • Present executive-level summaries and recommendations to drive data-based decision-making.

    • Govern data accuracy, ensure alignment of VoC KPIs, and monitor progress against business targets.

    • Mentor analysts, promote best practices in BI & CX analytics, and cultivate a customer-centric culture.

    Job requirements

    Preferred Qualifications

    • Master’s degree or MBA.

    • Knowledge of R / Python for statistical or predictive analysis.

    • Experience with Qualtrics, Medallia, or other VoC platforms.

    • Background in telecommunications, banking, retail, or BPO industries.

    Requirements: 

    • Bachelor’s degree in Business, Statistics, Engineering, or related field.

    • 5 + years of experience in Business Intelligence, Customer Experience, VoC, or Data Analytics roles.

    • Proficiency in SQL, Advanced Excel, and Power BI / Tableau / ThoughtSpot.

    • Proven ability to integrate and interpret multi-source feedback data (NPS, CSAT, CES, text analytics).

    • Strong storytelling and communication skills to influence executive stakeholders.

    • Experience managing or mentoring analysts or small teams.

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