Senior Lead Digital Experience Manager

Lumen Technologies

Tallahassee, FL

Full Time

Senior

104k-138k

24 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 is committed to building a culture based on teamwork, trust, and transparency, and is focused on shaping the future through digital connection and innovation. The Senior Lead Digital Experience Manager role involves defining, measuring, analyzing, and improving customer journeys across the entire customer lifecycle, leveraging AI and innovative technologies to enhance customer experience.

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, using 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 a 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.

Qualifications

Educational background in business, engineering, communications, or related field.
Experience with journey mapping, journey management, and customer experience.

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 is committed to building a culture based on teamwork, trust, and transparency. The company values innovation, continuous improvement, and leveraging new technologies such as AI to enhance customer experiences. It fosters a flexible work environment and emphasizes diversity and equal employment opportunities.

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