Senior Lead Digital Experience Manager

Lumen Technologies

Springfield, IL

Full Time

Senior

104k-138k

24 days ago

Job Description

About the Role

The Sr Lead Experience Manager at Lumen is responsible for defining, measuring, analyzing, and improving customer journeys across the entire customer lifecycle. The role involves acting as a researcher, design thinking leader, facilitator, change agent, and trusted business partner to key stakeholders. The position emphasizes leveraging AI and innovative technologies to enhance customer experiences, including integrating AI-driven solutions to personalize interactions, automate processes, and provide predictive insights. The company values teamwork, trust, transparency, and building a culture from the people up, committed to connecting the world and shaping the future.

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.
Research is conducted leveraging a variety of inputs and 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 focus on 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.
Knowledge or experience creating frictionless experiences and integrating AI into digital support models.

Qualifications

Educational background in business, engineering, communications, or related fields.
Experience with journey mapping, customer experience, and customer empathy research.

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.
Salary ranges vary by location, with detailed ranges provided for different states.
Additional questions about bonus structure (short-term incentives, long-term incentives, sales compensation) are addressed during the selection process.

Working at Lumen Technologies

Lumen builds a culture and company from the people up, emphasizing teamwork, trust, and transparency. The company is committed to connecting the world, shaping the future through innovation, and fostering a work environment that supports flexibility and lasting impact.

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