Digital Customer Experience Manager

Brightspeed•Charlotte, NC

1h•Hybrid

About The Position

The Digital Customer Experience Manager supports the execution and continuous optimization of authenticated and unauthenticated digital experiences across web and mobile applications for existing broadband customers. Reporting to the Digital Base Management Lead, this role creates intuitive, personalized, and frictionless digital journeys that enable customers to manage their services while driving revenue growth, increasing customer value, improving retention, and reducing customer effort. A key focus of this role is identifying and executing digital optimization opportunities and supporting go-to-market initiatives by developing clear experience requirements, analyzing customer behavior and performance, and partnering with UX/UI, Product, Engineering, Analytics, IT, CRM, Marketing and Customer Care to bring improvements to market.

Requirements

Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field.
Minimum of 5 years of experience in eCommerce, digital product management, website/app optimization, customer experience, or customer lifecycle/base management.
Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, conversion, or customer satisfaction outcomes.
Experience managing or optimizing authenticated digital, eCommerce, or customer self-service experiences.
Experience working in Agile development environments and partnering with technical and product teams.
Strong understanding of digital customer experience, eCommerce, customer lifecycle management, and self-service strategies.
Demonstrated ability to translate customer needs, behavioral insights, and business objectives into digital strategies, roadmaps, and actionable requirements.
Strong knowledge of upsell, cross-sell, retention, personalization, and customer engagement strategies.
Experience using digital analytics and behavioral tools such as Google Analytics, FullStory, or similar platforms.
Experience with experimentation and optimization methodologies, including A/B testing, multivariate testing, segmentation, and personalization.
Working knowledge of CRM, personalization, and marketing technology platforms.
Ability to analyze complex performance data and translate insights into actionable strategies and measurable improvements.
Experience developing and monitoring digital KPIs, dashboards, and performance reporting using tools such as Looker, Power BI, or similar business intelligence platforms.
Strong understanding of UX/UI principles and customer journey optimization.
Strong cross-functional collaboration and stakeholder management skills, with the ability to influence teams across Marketing, Product, Technology, Analytics, Sales, and Customer Care.
Strong strategic thinking, problem-solving, prioritization, and decision-making capabilities.
Excellent written and verbal communication skills in English.

Nice To Haves

Experience in broadband, telecommunications, or subscription-based services.
Experience developing or optimizing Wi-Fi management, account management, billing and payment, or digital support experiences.
Experience managing authenticated web and mobile application experiences.
Experience with customer base management and lifecycle marketing strategies.
Advanced experience with digital experimentation, personalization, and optimization frameworks.
Experience partnering with CRM, UX/UI, Product, Engineering, and data teams in an Agile environment.

Responsibilities

Support the execution of the strategy and roadmap for authenticated & unauthenticated digital customer experiences across web and mobile applications, including account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service.
Lead continuous optimization of existing digital experiences by identifying customer friction, performance gaps, conversion opportunities, and opportunities to improve customer effort and engagement.
Develop clear, actionable digital experience requirements for go-to-market initiatives, business requests, enhancements, and optimization opportunities, translating business objectives into customer-centric digital solutions.
Translate customer needs, behavioral insights and journey friction points into clearly defined experience problems, requirements and recommendations.
Partner closely with UX/UI teams to design intuitive, engaging, and accessible customer experiences across authenticated digital channels.
Leverage digital analytics and customer behavior tools, including Google Analytics, FullStory, and similar platforms, to identify journey friction, customer behavior trends, conversion opportunities, and areas for continuous improvement.
Lead testing, experimentation, and continuous optimization across the digital customer experience, including A/B and multivariate testing, personalization, segmentation, and offer optimization.
Develop hypotheses based on customer insights and performance data, establish success metrics, measure results, and translate learnings into scalable improvements that increase conversion, engagement, retention, and customer value.
Monitor, and continuously improve key performance indicators, including digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection.
Support the development of KPI dashboards and compelling data stories using tools such as Looker and Power BI to translate digital performance data into actionable business insights and recommendations.
Work within Agile development environments to translate business requirements into executable digital initiatives and support successful implementation and ongoing optimization.
May perform other duties as assigned.