Senior Lead Digital Experience Manager

Lumen Technologies

Trenton, NJ

Full Time

Senior

104k-138k

7 days ago

Job Description

About the Role

The Sr Lead Experience Manager is responsible for defining, measuring, analyzing, and improving customer journeys spanning Lumen's end-to-end customer lifecycle: Learn, Buy, Get, Use, Pay and Renew. Acts as a researcher, design thinking leader, facilitator, change agent, and trusted business partner to key product and program stakeholders across the company. The role involves leveraging AI and innovative technologies to enhance customer journeys, including integrating AI-driven solutions to personalize interactions, automate processes, and provide predictive insights. The company emphasizes a culture of teamwork, trust, and transparency, committed to building a future through digital connection and innovation.

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 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

Experience with leveraging AI and innovative technologies to enhance customer journeys is a potential differentiator.

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 available during the selection process.

Working at Lumen Technologies

Lumen is committed to building a culture and company from the people up, emphasizing teamwork, trust, and transparency. The company values innovation, continuous improvement, and connecting the world through digital solutions.

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