Sr Customer Experience Consultant

Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States.

With a steadfast commitment to customer service, operational excellence, and superior network capabilities, Uniti builds, operates and delivers critical fiber-based communications services to connect and empower people and businesses.

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About the Role:
We are seeking an accomplished and visionary Senior Consultant, Customer Experience to redefine our customer engagement strategies and drive impactful changes across the organization. This executive role calls for a dynamic leader with a proven record of designing and leading customer experience transformations, influencing culture, and delivering measurable improvements in satisfaction and loyalty at scale. ***This position can be filled remotely anywhere within the country.***
What You'll Do:
• Develop and oversee comprehensive customer experience strategies, ensuring seamless alignment with organizational objectives and measurable outcomes.
• Direct the design, implementation, and continuous improvement of customer feedback systems (surveys, focus groups, and various internal and external listening posts) that yield actionable insights and drive organizational change.
• Leverage advanced customer experience technologies, digital platforms, and AI-powered tools to extract deep insights from structured and unstructured data, identify emerging trends, and predict customer needs.
• Champion the use of machine learning and natural language processing tools to continuously monitor customer sentiment, synthesize feedback, and automate workflow for faster, data-driven decision-making.
• Lead cross-functional, matrixed teams to deliver programs and initiatives that tangibly improve customer satisfaction, retention, and advocacy across multiple channels and business units.
• Act as a visionary thought leader by benchmarking, evaluating, and integrating global best practices in customer experience management.
• Establish frameworks and dashboards for tracking and reporting the effectiveness of customer experience initiatives to senior leadership and the board.
• Foster a customer-centric culture by developing organization-wide training, engagement, and advocacy programs that empower all employees to prioritize customer needs.
• Present strategic recommendations and program outcomes to executive leadership, demonstrating clear business impact and ROI.
Do You Have?
• Minimum of 8-10 years of progressive experience in customer experience leadership roles
• Significant experience implementing and managing customer engagement and analytics platforms (e.g., Medallia, Qualtrics, Salesforce, Zendesk, Genesys, etc.), as well as AI or automation solutions to enhance and personalize the customer journey
• Track record of architecting and executing customer experience strategies that have resulted in significant improvements to NPS, CSAT, or equivalent metrics across large organizations
• Demonstrated success leading large, matrixed, cross-functional programs from ideation through to execution and impact measurement
• Advanced analytical skills, including expertise in customer insights, data visualization, and business case development for change management
• Exceptional communication and presentation skills, with experience influencing and engaging executive-level stakeholders and driving enterprise-wide initiatives
• Recognized as a thought leader in the field, with involvement in external customer experience (CX) communities, speaking engagements, or published work preferred
• Creative, inspiring leader with demonstrated ability to build high-performing teams and foster a culture of innovation and continuous improvement
Even Better:
• Bachelor’s degree in Business, Marketing, Communications, or a related field; Master's degree preferred

The compensation range for this position is from $89,300 - $117,200.

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100%

Driving: Car: Frequently: 34-66% | Climbing: Occasionally: 0-33% |Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Pushing – Pulling: Occasionally: 0-33% | Carrying: Occasionally: 0-33% | Reaching Above Head: Occasionally: 0-33%

Lowering >1-15 lbs: Occasionally: 0-33% | >15-30 lbs: Occasionally: 0-33% | >30 lbs: Occasionally: 0-33%

Repetitive Hand Action: >Medium Dexterity: Continuously: 67-100% | >Fine Manipulating: Frequently: 34-66% |Operate Foot Control: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100%| Far Vision: Occasionally: 0-33% |Peripheral Vision: Occasionally: 0-33%| Depth Pe