Manager Customer Experience Design & Strategy

Altice USA • Town of Oyster Bay, NY

7d • $102,816 - $168,912

About The Position

The Manager, Customer Experience & Digital Self-Service Strategy is the hands-on delivery engine behind the enterprise's priority customer journeys. Reporting to the Senior Director, the role owns the full arc of journey work: mapping how customers actually move across IVR, chat, app, web, retail, care and field today; diagnosing where effort, repeat contacts and cost accumulate; redesigning the target journey; and then applying the project management discipline that gets the redesign built, launched and sustained. It is a translator role at heart — turning customer evidence into a defensible journey redesign, and that redesign into the plans, requirements, dependencies and dates that Product, Technology, Operations and Data teams can execute against. Customer experience and digital outcomes are primary; the same work also drives cost-to-serve reduction and frontline productivity through journey simplification, channel shift, automation enablement and disciplined performance routines.

Requirements

• 5-8 years of experience in customer experience, journey management, service design, digital transformation, operations strategy, or related fields, preferably in telecommunications or other high-volume service industries.
• Proven success leading end-to-end journey redesigns and delivering complex projects/programs in cross-functional, matrixed environments.
• Strong analytical, communication, and stakeholder management skills, with the ability to build business cases, leverage data for decision-making, and influence audiences from working teams to senior executives.
• Applicants must be authorized to work for ANY employer in the U.S.

Nice To Haves

• Experience with telecommunications customer journeys and implementing digital, self-service, AI, or automation capabilities in customer care environments.
• Knowledge of CRM, order management, OSS/BSS, ticketing systems, network data, and Voice of Customer methodologies.
• Familiarity with project delivery, process improvement, analytics, and journey mapping tools, supported by relevant certifications (e.g., PMP, Lean Six Sigma, CSM, SAFe, Service Design).

Responsibilities

• Develop and maintain customer journey maps and service blueprints, documenting customer interactions, processes, systems, and ownership.
• Analyze journey performance using operational and customer metrics to identify, prioritize, and resolve pain points.
• Lead journey redesign efforts to simplify experiences, reduce handoffs, increase digital adoption, and implement proactive solutions.
• Manage end-to-end delivery plans, including scope, milestones, dependencies, risks, and go-live readiness.
• Coordinate cross-functional teams and vendors, proactively addressing issues and escalating risks with recommended actions.
• Provide clear executive reporting on progress, decisions, benefits, and delivery performance.
• Translate CX and digital strategy into prioritized journey, channel, and improvement roadmaps.
• Support business case development, benefit sizing, and investment prioritization for customer experience initiatives.
• Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.
• Convert journey improvements into business requirements, user stories, and acceptance criteria.
• Support implementation of digital, self-service, automation, and AI-enabled customer solutions.
• Evaluate emerging technologies through pilots, success metrics, and scale-or-stop recommendations.
• Build and maintain journey dashboards, scorecards, and performance reporting.
• Lead governance forums, performance reviews, and continuous improvement routines across stakeholders.
• Partner with Voice of Customer and Insights teams to identify root causes, prioritize actions, and sustain improvements.

Benefits

• We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed