Senior Director of Customer Journey

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Date: Feb 4, 2019

Location: Broomfield, CO, US, 80021

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

 

Job Summary

*** DENVER, CO Local Candidates Only ***

 

As the leader of the Customer Experience Journey team, you will enable the successful transformation of the CenturyLink customer and employee experience.

In this position you will partner with the Customer Insights team that measures customer sentiment through transactional and relationship surveys (Net Promoter Score and Customer Ease Score).  You will use this data to ensure that the business engages in customer-first, data driven decision making.  By overlaying this data against the journey, you will draw conclusions and drive specific plans and practices to continually refine and improve the customer and employee experience.

The leader of the Customer Experience Journey plays a pivotal role in creating alignment across the business with the Journey plan of record as the guide. Working closely with leaders in all functions- Operations, Sales, IT, and Business Process Innovation- you will understand, prioritize, and resolve customer issues and pain points in the journey. 

You will have a strong understanding of our customers’ business objectives, with the ability to identify and articulate how an initiative supports the achievement of the customer experience vision.

You will also partner closely with CX Communications and Advocacy team to get the word out on experience improvements and overall successes that will promote customer belief and employee engagement.

In this role, you will lead, manage, coach, and inspire a team of Customer Journey leads, developing and training a set of world class CX practitioners.

Qualifications

Communications and Relationship:

  • Exceptional interpersonal skills for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite and Customers
  • Influencing skills and ability to build good working relationships
  • Demonstrated communication and presentation skills and comfortable when interacting in both one-on-one and group settings
  • Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts to take ideas from concept through implementation
  • Strong negotiation skills to work through complex issues that lead to a win/win result

 

Execution:

  • Demonstrated problem solving abilities
  • Highly organized and efficient, with a proven ability to think both strategically and tactically
  • Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks

     

Qualifications:

  • BS/BS degree in Business, Marketing or related field -or- 7+ years of related experience in customer success, customer service, or sales roles
  • 5+ years of Customer Experience in a supervisory role
  • Passion about customer experience and a commitment to diversity of thought and consideration of different ideas
  • MBA is desired, but not required
  • Human Centered Design, Agile and Lean Methodology is a plus

 

Alternate Location: US-Colorado-Broomfield

Requisition #: 210331

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/ 

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.


Nearest Major Market: Denver

Job Segment: Manager, Consulting, MBA, Management, Technology


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