Senior Lead Digital Experience Manager

Lumen Technologies

Phoenix, AZ

Full Time

Senior

104k-138k

7 days ago

Job Description

About the Role

Lumen connects the world by igniting business growth through connecting people, data, and applications quickly, securely, and effortlessly. The company emphasizes a culture built on teamwork, trust, and transparency, and is committed to building from the people up. The role involves shaping the future of digital customer experiences by leveraging innovative technologies, including AI, to enhance customer journeys across the entire lifecycle.

Key Responsibilities

Leads Journey Mapping Workshops to drive cross-functional collaboration to design customer-centric digital journeys that address customer goals and expectations, while ensuring that enabling capabilities are well-defined for development.
Partners with Product Solutions Managers to translate journeys into development requirements and validate that solution implementations deliver upon experience requirements.
Performs continuous research and listens to live experiences to understand and represent the voice of the customer as input to iterative release prioritization, utilizing tools such as UserTesting.com, interviews, focus groups, Qualtrics feedback, Adobe Analytics, Google Analytics, Content Square, competitive research, and digital secret shopping.
Responsible for a portfolio of Products and/or Foundational Digital Customer Experience Tools, with potential experience creating frictionless experiences and integrating AI into digital support models.

Requirements

Bachelor's degree in business, engineering, communications, or related field, or equivalent knowledge.
6+ years of directly related experience with journey mapping, journey management, and customer experience.
Customer Empathy Research and Journey mapping experience required.
Strong PowerPoint skills and executive communications skills required.

Nice to Have

Master's degree.

Qualifications

Educational background in business, engineering, communications, or related fields, or equivalent knowledge.
Experience with journey mapping, customer experience, and customer empathy research.
Proficiency in PowerPoint and executive communication skills.

Benefits & Perks

Comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance physical, mental, emotional, and financial wellbeing.
Details about bonus structure, short-term incentives, long-term incentives, and sales compensation are available upon request.

Working at Lumen Technologies

Lumen emphasizes building a culture based on teamwork, trust, and transparency. The company is committed to innovation, leveraging AI and new technologies to improve customer experiences, and fostering a collaborative environment that values continuous improvement and customer-centric design.

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