Dir Customer Experience

About Lumen

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.

Lumen's commitment to workplace inclusion and employee support shines bright. We've made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we're the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We're looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

Lumen's Experience Team is seeking an experienced leader who has a deep heart space for experience-employee, customer, and partner experience. In this leadership role, you will inspire the opportunity to continue to innovate, to deliver differentiated experiences for our customers and partners, working in close partnership with our Commercial Teams.

The Director of Customer Experience will play a pivotal role in shaping and executing the customer experience (CX) strategy for large enterprise and large pursuit prospects. This leadership position is essential for driving programs that enhance customer satisfaction, loyalty, and overall business performance. The Director will work closely with senior leadership and cross-functional teams to oversee key strategic programs, ensuring a seamless and integrated customer experience across all touchpoints.

This role reports to the Senior Director of Customer Experience.

The Main Responsibilities

• Develop and implement comprehensive CX program strategies that align with the company's overall objectives and drive accelerated growth.

• Deep understanding and focus on customer business outcomes and business value insights through a design-led thinking.

• Oversee the execution of key CX programs, ensuring timely delivery, scope adherence, and desired outcomes. Build programs from the ground up, focusing on measurement and prioritization to deliver maximum results.

• Foster alignment and ensure a unified approach to customer experience by working with sales, marketing, product, and partner teams.

• Utilize data and feedback to identify improvement opportunities and continuously enhance the customer journey.

• Establish and monitor KPIs to measure the success of CX initiatives and inform strategic decisions.

• Develop and lead a high-performing team, promoting a culture of diversity and inclusion within the team and across the organization.

• Thrive in a dynamic, fast-paced environment, managing change and driving transformation initiatives within the AI and technology arena.

• Drive growth by focusing on programs that increase revenue, accelerate deal velocity, and foster long-term customer relationships.

• Lead data gathering, analysis, and interpretation to create actionable insights driving desired results.

• Experience and understanding of partner ecosystems and co-sell motions.

What We Look For in a Candidate

Location

• This position is a work-from-home role within any US State.

• Will require travel.

Qualifications

• Bachelor's degree in Marketing, Business, or a related field; MBA preferred.

• Minimum 10 years of experience in Marketing and Customer Experience, with 3-5 years in a director-level leadership role.

• Excellent interpersonal skills for successful interaction at all organizational levels.

• Professional presence to communicate and connect with B2B executive customers.

• Commitment to promoting diversity and inclusion.

• Strong analytical skills with the ability to translate data into actionable strategies.

• Experience in a fast-paced, dynamic environment, comfortable with managing change and driving transformation initiatives.

• Passion for AI and a strong knowledge of the technology space.

Compensation

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.

Location Based Pay Ranges

$149,084 - $198,779 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$156,539 - $208,718 in these states: CO HI MI MN NC NH NV OR RI

$163,993 - $218,657 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

Benefits (~~~)

Bonus Structure

Requisition #: 336192

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (~~~) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

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, gender expression, 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.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Application Deadline

12/24/2024