SR Director Customer Solutions Design Thinking

Lumen Technologies

Bellevue, WA

Full Time

Director

189k-251k

about 2 months ago

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. The SR Director of Customer Experience Solutions Design Thinking is a key leader who will transform our Experience organization by building a deep understanding of customer needs and designing strategies, journeys, and programs to deliver a seamless customer experience through our branded sales engagement framework. This role is customer-facing, involving facilitation of design-led thinking workshops to empower customers and uncover how Lumen solutions can enable their transformation journeys. The position is hybrid, requiring 2-3 days in our Bellevue, WA office.

Key Responsibilities

Lead customer-facing Design Thinking Workshops to understand customers' business challenges, needs, and strategic pain points through research, listening, and customer empathy.
Lead and inspire cross-functional workshop teams composed of Customer and Lumen business leaders and technologists to pair Lumen (and potentially Partner-based) solutions to address customer objectives creatively.
Leverage customer feedback and listening strategies to gather insights, inform customer journey analytics, and maintain up-to-date journey maps highlighting pain points and areas for improvement.
Utilize digital tools such as Customer Data Platform (CDP), Customer Journey Optimization (CJO), and digital touchpoints to enhance customer value perception and drive engagement with targeted calls-to-action.

Requirements

A minimum of 10 years of experience in customer experience management, design thinking workshop facilitation, business development, or related fields.
Extensive customer-facing experience in sales, customer success, business development, or innovation contexts.
Proven leadership and influence in driving customer-centric initiatives across an organization.
Demonstrated experience with Design Thinking Workshop Facilitation, ideally with customers.
Ability to deeply understand Lumen's product and solutions portfolio to inspire a team to solve customer problems and seize new opportunities.
Strong analytical skills with the ability to translate customer insights into actionable journey improvements.
Executive communication, facilitation, and collaboration skills.

Nice to Have

Experience with digital tools such as Customer Data Platform (CDP) and Customer Journey Optimization (CJO).
Experience in a hybrid work environment.

Qualifications

Educational background is not explicitly specified, but extensive experience in customer experience and related fields is required.

Benefits & Perks

Comprehensive package featuring a broad range of health, life, voluntary lifestyle benefits, and other perks.
Additional information about bonus structure (short-term incentives, long-term incentives, and sales compensation).

Working at Lumen Technologies

Lumen is committed to building a culture based on teamwork, trust, and transparency. The company values innovation, customer-centricity, and empowering employees to deliver lasting impact.

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