Director, Omni-Channel Customer Experience & AI-Enabled Digital Support

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.

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

We are seeking a strategic, customer-obsessed Director of Omnichannel Customer Experience & AI-Enabled Support to lead the design, orchestration, and evolution of frictionless, personalized, and intelligent customer support experiences across channels. This role will shape the next generation of enterprise support—merging digital innovation, AI-enabled tools, and integrated service journeys grounded in Customer 360° insights. 
You will drive the end-to-end experience strategy across IVR, chat, click-to-chat, mobile, portal, and notification channels, ensuring seamless continuity as customers move between them. You will also oversee experience governance—setting the standards, language, and content design principles that ensure consistency across every touchpoint. 

The Main Responsibilities

• Develop and own the strategy for omnichannel support, creating fluid, end-to-end journeys that span voice (IVR), digital (portal / chat / API), and AI powered automations that enable channel transitions that maintain customer context for seamless channel switching. 
• Lead implementation and scaling of AI-powered experiences including generative AI chatbots, intelligent IVR, conversational agents, and backend automation. Optimize these experiences for containment, efficiency, and satisfaction. 
• Partner as a key stakeholder facing out real-time customer 360 data platform to deliver proactive, contextual, and hyper-personalized support experiences. Ensure data surfacing meets the needs of the experience evolution spanning CRM, orders, service fulfillment workflows, user support engagement history, case management, and billing. 
• Establish and enforce cohesive experience standards, naming conventions, design language, and support content guidelines to unify voice, tone, and structure across all channels and journeys in alignment with Lumen’s brand voice with contextual adaptations for unique personas (e.g. level of technical depth).  
• Oversee strategy and content for customer notifications across email, SMS, push, and portal, chat, and API/event stream - ensuring messages are consistent, contextually relevant, and aligned with supporting journeys. This role will partner closely with Legal and Brand to ensure compliance. 
• Lead the evolution of our knowledge base and knowledge management strategies to support content development while ensuring content structure is AI-ready, findability, and reusable. Implement metadata, tagging, and structured content strategies optimized for human and machine consumption. Manage content lifecycle to ensure content remains current and relevant, including updates or decommissioning where necessary.  
• Collaborate with Product, Engineering, Legal, Customer Success, Compliance, and Marketing teams to co-develop and launch support capabilities aligned with strategic goals. 
• Define KPIs for customer experience, resolution rates, channel containment, AI effectiveness, and content performance. Build feedback loops and analytics to drive continuous improvement. 

What We Look For in a Candidate

• 10–15+ years of leadership experience in customer experience, support innovation, or digital transformation in a large enterprise or Fortune 500 environment 
• Expertise in omnichannel experience design across digital, voice, and self-service 
• Hands-on experience implementing AI-driven virtual assistants, IVR platforms, and notification systems 
• Proven experience overseeing content governance, notification strategy, and legal/regulatory compliance for customer communications 
• Deep understanding of Customer 360 platforms (e.g., Salesforce, Microsoft Dynamics), customer data, and personalization technologies 
• Strong knowledge management and content architecture background, with emphasis on AI integration and scalability 
• Experience leading cross-functional teams and driving complex init