SVP- Digital & Customer Experience

About the Role

Key Responsibilities

• Solidify Optimum as a customer-centered organization by championing the customer and driving both evolutionary and revolutionary change to meet their needs.
• Transform the customer relationship from transactional to a true partnership, positioning Optimum as the connectivity provider of choice.
• Incorporate Voice of the Customer (VOC) insights into CX strategies, refining customer journeys to deliver digital-first, consistent, and personalized experiences.
• Develop and institutionalize customer experience metrics to measure success and ensure intended outcomes.
• Define the vision, goals, and mission for CX and Digital Care teams, inspiring the organization to support and execute new initiatives.
• Partner with cross-functional stakeholders, including Sales, Marketing, IT, Growth, and regional teams, to align strategies and prioritize innovations that drive measurable business impact.
• Lead change management efforts to embed a customer-first mindset across the organization, fostering alignment and accountability.
• Mentor and develop high-performing teams within the CX and Digital functions, cultivating innovation, collaboration, and a results-oriented culture.
• Drive innovation across the end-to-end customer journey, integrating physical, digital, content, and community touchpoints to enhance CX.
• Lead the development and execution of Optimum's digital self-service and omnichannel strategy to deliver seamless interactions regardless of engagement channel.
• Leverage AI, automation, and analytics to identify opportunities for efficiency, improve customer and employee experiences (CX/EX), and future-proof tools and platforms.
• Establish a comprehensive frontline tools strategy, addressing consolidation, elimination, and enhancement to maximize productivity and modernize the technology stack.
• Oversee the execution of CX and digital initiatives, ensuring milestones, timelines, budgets, and go-to-market strategies are achieved.
• Conduct competitive and market analyses to maintain awareness of advanced self-service and frontline tools within the Cable & Telecommunication industry.
• Establish governance frameworks to align CX initiatives, ensure accountability, and track performance against business goals.
• Define and measure the ROI of CX initiatives, linking efforts to revenue growth, retention, customer lifetime value (CLV), and operational cost savings.
• Regularly lead customer experience reviews with senior executives and cross-functional peers, driving transparency, prioritization, and action.
• Develop structured feedback mechanisms to capture real-time customer insights and continuously improve engagement strategies.
• Actively champion efforts to simplify and enhance self-service experiences while driving adoption of digital-first solutions.

Requirements

• Bachelor's Degree in related field; Master's Degree with MBA preferred.
• 15+ years of operational leadership experience.
• 10+ years of experience overseeing and working in a technology-enabled customer experience environment in a leadership role developing and implementing digital, omnichannel customer support and communications strategies, including the implementation of automation, AI and analytics for customer support and self-service.
• Work experience in hi-tech and/or cable/telecom is a must.
• Track record of driving transformational change, achieving measurable business outcomes, and leading high-performing teams.
• Deep understanding of customer journey design, VOC programs, and the integration of AI, automation, and analytics into CX strategies.
• Strong ability to influence and collaborate across all organizational levels, balancing strategic vision with operational execution.
• Exceptional problem-solving, analytical, and communication skills with a focus on data-driven decision-making.

Nice to Have

• Experience in the cable/telecom industry.
• Experience building a culture of data-driven decision-making, action, and delivery.

Qualifications

• Bachelor's Degree in related field; Master's Degree with MBA preferred.
• 15+ years of operational leadership experience.
• 10+ years of experience in a technology-enabled CX environment with digital, omnichannel strategies, automation, AI, and analytics.

Benefits & Perks

• Salary range of $242,760.00 - $300,000.00 per year, competitive and based on skills and experience.
• Opportunity to be part of a company committed to transparency, community, innovation, and excellence.