Senior Lead Digital Experience Manager

Lumen Technologies

Providence, RI

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, including Learn, Buy, Get, Use, Pay, and Renew. The role acts 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, connecting the world through technology and innovation.

Key Responsibilities

Leads Journey Mapping Workshops to drive cross-functional collaboration and design customer-centric digital journeys that meet customer goals and expectations, ensuring enabling capabilities are well-defined for development.
Partners with Product Solutions Managers to translate journeys into development requirements and validate that solution implementations meet experience requirements.
Performs continuous research and listens to live customer experiences to understand and represent the voice of the customer, using tools such as UserTesting.com, interviews, focus groups, Qualtrics feedback, Adobe Analytics, Google Analytics, Content Square, competitive research, and digital secret shopping.
Manages 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 experience with journey mapping, journey management, and customer experience.
Customer Empathy Research and Journey mapping experience required.
Strong PowerPoint skills and executive communication skills required.

Nice to Have

Master's degree.

Qualifications

Experience with AI-driven solutions and innovative technologies is a potential differentiator.
Knowledge or experience creating frictionless experiences and integrating AI into digital support models.

Benefits & Perks

Lumen offers a 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 and additional benefits are available during the application process.

Working at Lumen Technologies

Lumen is committed to building a culture based on teamwork, trust, and transparency. The company values connecting people, data, and applications quickly, securely, and effortlessly, and aims to ignite business growth through innovation and collaboration.

Apply Now