Senior Lead Digital Experience Manager

Lumen Technologies

Little Rock, AR

Full Time

Senior

104k-138k

9 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 emphasizes building a culture based on teamwork, trust, and transparency. The role involves shaping the future of digital customer experiences by leveraging innovative technologies, including AI, to enhance customer journeys across the entire customer lifecycle.

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 expertise in 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 and incentives available during the selection process.

Working at Lumen Technologies

Lumen emphasizes a culture built from the people up, committed to teamwork, trust, and transparency. The company values innovation, continuous improvement, and shaping the future through digital connection and customer experience excellence.

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