Sr Customer Experience Manager

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

Lumen’s Experience Team is seeking an experienced Program Manager to support Lumen’s company-wide Executive Engagement Program. In this customer advocacy role, you will manage and expand an Executive Engagement Program to effectively leverage the Lumen leadership team to build and elevate relationships with our customers and deliver more value. This is a cross-functional role that requires partnering and collaborating across Experience, Marketing, Sales, Customer Success, Product and GPS.

The successful candidate will be creative and data-driven, with a proven track record of building and managing programs, to drive improved customer experiences and revenue growth at scale. and can combine strategic, analytical, big picture thinking to drive detailed, operational excellence in Lumen’s Experience Team. You will provide strategic insight, exceptional analytics, creative executive communications, and operational excellence to support this program.

The Main Responsibilities

• Manage and grow an Executive Engagement Program for Lumen customers in the US
• Develop and evangelize framework and playbook for best-in-class executive engagement
• Define processes and execute a plan to automate supporting processes and measurement tools
• Build deep relationships and drive alignment with teams that will participate in the program: executives, executive assistants, chiefs of staff, sales, customer success, and marketing
• Create content using executives’ voices combined with detailed info about the target account to support program needs
• Provide informed executive engagement assignment recommendations that will best support a strategic engagement with the account
• Understand and communicate the results and drive continuous improvement for the program by using data combined with valuable feedback from executives and account teams
• Partner with GPS team and Partner Experience leader to expand Executive Engagement motions with Partners
• Drive thought leadership around areas of improvement and automation to drive best-in-class at scale

What We Look For in a Candidate

• 7+ years of working experience in relevant B2B marketing, customer experience field
• Bachelor’s degree in marketing, business, or a related field
• Experience in Customer Advocacy and Executive Engagement Programs
• Creative thinking and a passion for innovation in Marketing, Customer Experience and Program strategies to drive revenue and improved CX
• Strong analytical skills with the ability to interpret data, extract insights, and make data-driven decisions
• Excellent executive communication and interpersonal skills to collaborate effectively with cross-functional teams and senior stakeholders
• Strong project management skills with the ability to prioritize and manage multiple initiatives simultaneously
• Strong team player with an ability to plan, influence and execute in a highly matrixed environment
• Ability to react and adapt to changes in business priorities in a dynamic and fast-paced environment
• Prefer candidate who has Executive Engagement management background and can quickly drive impact in role
• Experience with Salesforce, CRM Microsoft Office Suite and PowerBI

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

$142,603 - $190,137 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 sale