Senior Lead Digital Experience Manager

Lumen Technologies

Boise, ID

Full Time

Senior

24 days ago

Job Description

About the Role

The Senior Lead Digital 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, personalize interactions, automate processes, and provide predictive insights. Lumen is committed to building a culture based on teamwork, trust, and transparency, and aims to connect the world through digital solutions.

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 experience creating frictionless experiences and integrating AI into digital support models.

Requirements

Bachelor's degree in business, engineering, communications, or related field.

Working at Lumen Technologies

Lumen is building a culture and company from the people up, committed to teamwork, trust, and transparency. The company values innovation, continuous improvement, and leveraging advanced technologies like AI to shape the future of digital experiences.

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