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.

 

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

The Director of Total Customer Experience is a key leader who will transform our Experience organization. The Director is focused on building a deep understanding of our customers and their needs and designs strategies, journeys and programs to deliver a truly connected and seamless customer experience through our branded sales engagement framework. This role is customer-facing, involving the facilitation of design-led thinking workshops to empower our customers through the art of the possible, innovation and uncovering how Lumen solutions can enable their transformation journeys.  

The Main Responsibilities

1. Lead customer-facing: Design Thinking Workshops to deeply understand a customer’s business challenges, needs and strategic pain points through research, listening and customer empathy. Lead and inspire cross-functional workshop teams made up of Customer and Lumen business leaders and technologists to pair Lumen (and potentially Partner based) solutions to creatively address the customer’s objectives.        

2. Leverage customer feedback and listening strategies: Identify and implement mechanisms to gather customer feedback, informing customer journey analytics and journey dashboards. Utilize feedback to maintain up-to-date journey maps that highlight current pain points and areas for future improvement, addressing customer needs effectively. 

3. Customer Value Realization Communications: Utilize digital tools such as Customer Data Platform (CDP), Customer Journey Optimization (CJO) and digital touchpoints to enhance customer value perception, and drive engagement with targeted CTAs. 

What We Look For in a Candidate

• A minimum of 7 years of experience in customer experience management, design thinking workshop facilitation, business development or related fields.
• Extensive customer facing experience in a Sales, Customer Succes, Business Development or innovation context.
• Proven track record of leadership and influence in driving customer-centric initiatives across an organization.
• Demonstrated experience with Design Thinking Workshop Facilitation, ideally with customers.
• Ability to deeply understand Lumen’s product and solutions portfolio to inspire a team to solve the customer’s problems and/or seize new opportunities.
• Strong analytical skills with the ability to translate customer insights into actionable journey improvements.
• Executive communications, facilitation and collaboration skills. 

 

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

 

$163,993 - $218,657 in these states: 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

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