Dir Customer Experience Solutions Design Thinking

Lumen Technologies

Bellevue, WA

Full Time

Director

164k-219k

15 days ago

Job Description

About the Role

The Director of Customer Experience Solutions Design Thinking at Lumen is a key leadership role focused on transforming the Experience organization by building a deep understanding of customer needs and designing strategies, journeys, and programs to deliver a seamless customer experience. This role involves facilitating design-led thinking workshops to empower customers and uncover how Lumen solutions can enable their transformation journeys. The position is customer-facing and requires residence in Washington for client and team meetings in the Greater Seattle area.

Key Responsibilities

Lead customer-facing Design Thinking Workshops to understand a customer's business challenges, needs, and strategic pain points through research, listening, and customer empathy.
Inspire and lead cross-functional workshop teams composed of Customer and Lumen business leaders and technologists to pair Lumen solutions with customer objectives.
Identify and implement mechanisms to gather customer feedback, informing customer journey analytics and dashboards.
Maintain up-to-date journey maps highlighting current pain points and areas for future improvement based on customer feedback.
Utilize digital tools such as Customer Data Platform (CDP), Customer Journey Optimization (CJO), and digital touchpoints to enhance customer value perception and drive engagement with targeted calls to action.

Requirements

A minimum of 7 years of experience in customer experience management, design thinking workshop facilitation, business development, or related fields.
Extensive customer-facing experience in sales, customer success, business development, or innovation contexts.
Proven leadership and influence in driving customer-centric initiatives across an organization.
Demonstrated experience with Design Thinking Workshop Facilitation, ideally with customers.
Ability to deeply understand Lumen's product and solutions portfolio to inspire a team to solve customer problems or seize new opportunities.
Strong analytical skills with the ability to translate customer insights into actionable journey improvements.
Executive communication, facilitation, and collaboration skills.

Nice to Have

Experience with customer journey analytics and digital engagement tools.
Experience working in a technology or telecommunications environment.

Qualifications

Educational background is not explicitly specified, but extensive experience in customer experience and facilitation is required.

Benefits & Perks

Comprehensive package featuring a broad range of health, life, voluntary lifestyle benefits, and other perks.
Additional information about bonus structure (short-term incentives, long-term incentives, and sales compensation) available during the selection process.

Working at Lumen Technologies

Lumen is committed to building a culture based on teamwork, trust, and transparency. The company values flexibility, innovation, and delivering lasting impact through digital connection and progress.

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