Lumen Senior Lead Customer Experience Manager - Work From Home in Texas
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen\u2019s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
As\u202Fa Sr. Lead Digital Experience Manager,\u202Fyou are responsible for designing and improving customers journeys aligned to Lumen products and digital experiences to drive digital channel adoption resulting in strong Net Promotor Scores and Customer Ease Scores. In this position, you will partner with Product Managers, Product Development, key leaders across business functions (e.g. Sales, Marketing, Operations & Billing), User Experience Designers, Solutions and Process Architects and others as needed to define and implement journeys.
The Main Responsibilities
Customer Empathy Research
Leveraging Qualtrics survey analytics and dashboards to identify trends, themes and verbatims to inform journeys.
Conducting qualitative customer research using UserTesting.com to obtain external feedback throughout Journey lifecycle: Concept, Design, Build, Launch, Improve
Storyboarding – Developing 1-page visualizations of concepts and journey opportunities to aid in communication and testing for the purpose of obtaining feedback and driving alignment.
Journey Mapping – Based on customer / market research and stakeholder collaboration, design and manage customer journeys focused on compelling service experiences spanning the experience lifecycle (i.e. Learn, Buy, Get, Use, Pay, Renew).
Ability to translate experience requirements into development capabilities and alignment with solutions architecture as well as the need to drive prioritization via effective influencing with program leadership.
Secret Shopper Studies – Be a customer by testing the end-to-end digital experience in production. Provide feedback to product, program, and platform teams to drive iterative experience improvement.
What We Look For in a Candidate
3-5+ years experience with Hybrid IT Services - Edge Cloud Platform and Portfolio and Unified Communications and Collaboration including Zoom & Microsoft Teams driving cross-functional experience improvement in a Customer Experience, Product Management, Product Development, Process Improvement or Operations Excellence capacity.
Strong PowerPoint skills and executive communication skills.
Adept at outside-in thinking, personas and customer mindset, facilitation, brainstorming, and effective communications at all levels of the organization.
Self-starter and highly driven in nature. Must be able to flexibly and creatively apply skills to adapt to varying situations and scenarios.
College degree in business, engineering, communications, or liberal arts or combination of education and/or experience in a similar role preferred.
What to Expect Next
Requisition #: 243231
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, \u201Cprotected statuses\u201D). \u00A0We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. \u00A0Job duties and responsibilities are subject to change based on changing business needs and conditions.
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