Senior Lead Digital Experience Manager
Lumen Technologies
Job Description
About the Role
Lumen connects the world. We are igniting business growth by connecting people, data and applications - quickly, securely, and effortlessly. Together, we are building a culture and company from the people up - committed to teamwork, trust and transparency. People power progress. We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. 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.
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, 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 customer journey mapping and management.
- Experience with AI integration into digital customer support models is a potential differentiator.
Benefits & Perks
- Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
- Information about bonus structure and incentives is available during the selection process.
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 like AI to enhance customer experience.
Job Details
Job Skills
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About Lumen Technologies
Website
lumen.com
Location
Harrisburg, PA
Industry
All Other Telecommunications
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