Lead Customer Experience Strategist

Job Description:

Join AT&T and help shape the future of communications and technology that connect the world. We value innovators who seek to explore the unknown and challenge the status quo. Bring your bold ideas and fearless spirit to redefine connectivity and transform how people share stories and experiences. At AT&T, you won’t just imagine the future—you’ll build it.
 

Customer Experience Strategy Team: 

The CX Strategy team identifies and defines the strategic opportunities for the Digital Customer Experience team, resulting in delivering a strategic vision that sets that direction and inspires action.  With a thorough understanding of emerging or changing customer behaviors across the marketplace, disruptive technologies and emerging markets the CX Strategy team helps shape the customer problem and illustrates a better future, allowing for new innovative experiences to take shape.   

Lead Customer Experience Strategist 

As a Lead Customer Experience Strategist, you will play a pivotal role in shaping and driving the strategic vision for our customer experience (CX) initiatives, with a strong emphasis on leveraging artificial intelligence (AI) to transform digital customer experiences. You will bring a curious, optimistic, and flexible mindset to the team, leveraging your deep knowledge of customer experience, market trends, enabling technologies, and the evolving role of AI. You thrive in a dynamic environment where change is constant, and you are motivated to learn, adapt, and innovate. 

In this role, you will lead cross-functional teams of CX, business, and technical experts to ideate and deliver ideal-state experiences for our customers. You will synthesize customer and market data to understand evolving customer behaviors and expectations, and you will create and document customer journeys to identify opportunities for improvement. Your ability to think broadly and strategically will be crucial in setting the strategic vision and ensuring alignment with organizational goals. 

Key Responsibilities 

• Synthesizing customer and market data to understand impacts to evolving customer behavior and expectations. 

• Creating and documenting the existing CX customer journey 

• Identifying the top friction points within the customer journey that require innovation 

• Leading a team of CX, business and technical experts through ideation and innovation resulting in ideal-state experiences for our customers 

• Being a thought leader for the CX organization 

Required Qualifications 

• 8+ years of proven experience in customer experience (CX) strategy, with a strong understanding of CX principles and methodologies. 

• Demonstrated ability to lead cross-functional teams and drive collaboration. 

• Strong analytical skills, with the ability to synthesize data and translate insights into actionable strategies. 

• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels. 

• Self-motivated and accountable, with a track record of delivering results independently. 

• Ability to think strategically and prioritize effectively in a fast-paced, dynamic environment. 

• Familiarity with enabling technologies and tools that support customer experience initiatives. 

• A desire and aptitude to learn and adapt to new challenges and opportunities. 

Preferred Qualifications