Senior Director CX Journey Design

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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
We are seeking a highly experienced Senior Director to lead our Customer Journey Design & Transformation team. In this role, you will be an entrusted member of the broader Customer Experience practice. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience for the Optimum brand.
As a Customer Journey Transformation Lead, you will be responsible for crafting and optimizing the end-to-end customer journeys across various segments, use cases, and verticals. You will focus on understanding customer personas, pain points and challenges and develop recommendations that remediate process breaks and challenges, as well as lay out future state visions to enhance the customer experience.
This role requires a strong understanding of the cable/ telecommunications industry and deep collaboration with product, marketing, sales, digital, technology, engineering and all customer facing teams to align and implement customer-centric journey solutions.
As the Customer Journey Transformation Lead, you will have the opportunity to propose innovative and cutting-edge solutions. You are a perfect fit for this role if you are passionate about your work and thrive in a fast-paced environment that will test your flexibility, leadership skills, strategic thinking and stakeholder management capabilities.
Responsibilities

• Own the creation and articulation of customer journey mapping and design strategy at an enterprise level.
• Develop and execute comprehensive CX strategies aligned with our customers' expectations and internal business objectives.
• Build and lead a team of Customer Journey Designers and Analysts to craft end-to-end customer journeys across different segments, use cases, and verticals.
• Advocate for the customer through human-centered research methodologies.
• Collaborate with cross-functional leaders, to prioritize and work across a range of core and continuously evolving customer journeys.
• Lead Customer Journey mapping and design initiatives that advocate for customer-centric decision-making across the organization.
• Gather and analyze customer feedback through various channels, including surveys, interviews, and journey analytics tools to identify emerging trends and issues, perform deep dive analysis to uncover wins and opportunities.
• Streamline processes and procedures to improve efficiency and effectiveness in delivering exceptional customer experiences.
• Collaborate with internal stakeholders to ensure seamless integration of CX initiatives across all touchpoints.
• Facilitate cross-functional workshops and collaborate deeply with product, product marketing, sales, and customer success teams to ensure alignment and integration of customer experience strategies.
• Collaborate with cross-functional teams to identify root causes of customer issues and develop action plans to remediate and measure effectiveness.
• Ensure and oversee the complete analysis and understanding of interdependencies and risks that could impact or be impacted by the delivery of solutions proposed by customer journey mapping and design initiatives.
• Partner with the internal customer research team to user test proposed Customer Journey design solutions.
• Regularly present insights and recommendations to stakeholders and executives to drive strategic decisions.
• Monitor industry trends and best practices to continuously evolve the customer experience strategy.

Qualifications

• Bachelor's Degree in Business or related discipline; Master's degree (MBA) preferred.
• 12+ years of experience in Customer Journey and Design, preferably within the telecommunications industry.
• Excellent written and verbal communication, with the ability to clearly articulate a multi-level problem space and strategy behind design decisions.
• Strong presentation and story-telling skills, with the ability to influence decision making.
• Strong strategic thinking and problem-solving abilities with a focus on results and continuous improvement.
• Ability to work effectively with stakeholders at all levels across the organization.
• Strong project management and organizational skills, with the ability to effectively prioritize and manage multiple projects simultaneously.
• Excellent leadership and team management skills, with the ability to inspire and motivate teams to achieve project objectives.
• Ability to thrive in a fast-paced, dynamic environment, adapting to changing priorities and deadlines.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $161,186.00 - $230,265.00 / year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
Brooklyn
New York City