Senior Director Voice of Customer and CX

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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
The Senior Director of the Voice of the Customer (VoC) Program will find inspiration in the power of customer feedback to drive organizational change to improve customer experience. The VoC Sr. Director will analyze, monitor and communicate customer feedback to stakeholders throughout Altice USA. This role will lead various projects and make effective use of the VoC platforms to improve customer satisfaction and loyalty. This role requires a focused, energetic, and creative individual who can create new data-gathering programs, generate thoughtful insights, and manage qualitative and quantitative data without losing sight of the customer.
Responsibilities

• Lead the strategy, development and evolution of Altice USA's Voice of the Customer Program.
• Oversee the design and deployment of surveys, ensuring they effectively capture the customer's experience in the appropriate areas.
• Provide strategic oversight of survey implementation across all distribution channels
• Establish and maintain best practices in survey design. Guide survey management, data analytics, and reporting
• Create and maintain dashboards and reports that track customer feedback, trends, sentiment and satisfaction metrics.
• Empower cross-functional stakeholders with access to actionable data through intuitive dashboards and reports, facilitating informed decision-making.
• Continually drive VoC program enhancements, including implementation of new feedback collection, advanced analytics, and efficient reporting with a continuous improvement mindset.
• Address and resolve issues related to the feedback process, collaborating with the Data team as necessary.
• Guide the development, and ongoing management of Text and Speech analytic programs.
• Provide Qualitative research support for Altice USA's CX Journey Design program.
• Collaborate with various internal stakeholders, such as Care, Retention, Sales, Network Operations, Digital, Product and Marketing, to develop actions that lead to improved customer experiences
• Lead ongoing CX Insights analytic briefs to stakeholders across Altice USA leveraging survey data, text analytics, and speech analytics, and operational metrices to derive deep insights, identify pain points to inform business decisions, and identify opportunities for customer experience improvements.
• Lead Closed Loop Feedback initiatives, to ensure customer issue resolution and Manage VoC vendor relationships and stay current with industry trends and new technologies.

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Qualifications

• Bachelor's degree in social science, data science, mathematics or related field.
• 15+ years' experience in an analytics or customer insights role, with a minimum of 5 years leading VoC insights programs or customer experience initiatives, telecom experience a plus
• 10-15 years' experience in survey research design and methodology.
• Strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis
• Experience with using Qualtrics XM suite
• Proficiency in modeling, dashboarding and use of Qualtrics Discover or other speech analytics tools.
• Expertise in Net Promoter Score (NPS) methodology and other feedback collection methodologies.
• Record of designing and implementing VoC listening posts in complex organizations.
• Record of developing and managing high performing teams.
• Proven track record in leading research projects and teams, including managing multiple stakeholders and projects simultaneously.
• Demonstrated ability to influence cross-functional teams and drive user-centric design decisions.
• Ability to present solutions to complex challenges in an easily understandable format.
• Strong research, analytical and problem-solving skills, with a deep understanding and empathy for customer needs and behaviors.
• Excellent communication and presentation skills, with the ability to convey complex research findings to both technical and non-technical audiences
• Ability to present solutions to complex challenges in an easily understandable format
• Strong experience in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience with BI tools (Tableau, Power BI) and data visualization a plus.
• Experience with SPSS,R, Python, or other statistical computing a plus.
• Experience in Change Management a plus.

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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This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. 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.
Nearest Major Market: Brooklyn
Nearest Secondary Market: New York City