Senior Director Customer Experience
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology
The Role
The Senior Director of Customer Experience is a key leader who will assist in the development and drive execution of our Customer Experience (CX) strategies achieving accelerated growth at Lumen. This role leads the way for customer obsession and works across our organization to drive a unified and exceptional customer experience. The role reports to the Vice Preside Customer Experience.
The Main Responsibilities
- Accelerate growth by leading the way for customer obsession in the development and execution of overall CX business plans outlining business/technology initiatives, milestones, budget, ROI
- Oversee execution to identify and prioritize improvement opportunities and close key performance gaps
- Assess company-wide marketing and CX business processes and recommend improvement paths to accelerate growth
- Act as a change agent to assist in and influence the development of the overall CX vision, and to drive the execution of CX strategies
- Provide thought leadership on omnichannel selling and go-to-market strategies through the customer experience lens
- Drive alignment across the company to achieve a unified CX strategy and approach
- Develop and lead a world class customer experience team, hiring, rewarding, retaining and developing top talent
- Serve as a critical linkage with key customer and distributor/channel partner digital marketing teams
- Lead complex data gathering, analyzing and interpreting to create actions driving desired results
What We Look For in a Candidate
- Bachelors degree in Marketing, Business, or related field, MBA preferred
- 10+ years experience in Marketing and Customer Experience
- 8+ years of director level (or above) leadership experience
- Expert level leader on emerging customer experience trends and best practices with demonstrated excellence in thought leadership across Marketing, Sales, Customer Experience, Strategy, etc.
- Excellent interpersonal skills with ability to successfully interact at all levels of the organization, and in a highly matrixed and cross-functional capacity and the professional presence to communicate and connect with B2B executive customers
- Effective and transformational changemaker
Preferred:
- MBA, plus 10+ years experience in Marketing and Customer Experience
- Previous experience successfully driving accelerated growth through developing and executing exceptional customer experiences and innovation strategies in a Fortune 50 company.
Requisition #: 326616
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
NOTE:
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
Salary Range
Salary Min :
135540
Salary Max :
301680
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information . We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.