Senior Customer Experience Specialist

GCI Communication Corp • Anchorage, AK

5d • Hybrid

About The Position

Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction.

Requirements

• High School diploma or equivalent.
• Bachelor’s degree in business, marketing, data analytics/statistics, communications or relevant field.
• Minimum of six (6) years of progressively responsible experience in customer experience, customer service, marketing, customer analytics, or related background, to include: At least four (4) years in an analytics-driven customer experience or business operations role owning parts of the customer journey or specific journey stages.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
• Knowledge of CX platforms, CRM systems, ticketing & reporting tools.
• Demonstrates advanced knowledge and proficiency in areas of responsibility.
• Performs highly complex tasks and job duties, receiving minimal to no instruction on routine work and new assignments.
• Works under minimal supervision with wide latitude for independent judgment.
• Strong cross functional collaboration skills, with the ability to work effectively at all levels of the organization and build relationships that support key priorities.
• Excellent verbal, written, and digital communication skills.
• Ability to prepare accurate and decipherable reports, presentations, training material, and recommendations.
• Demonstrated understanding of frontline operational needs and customer‑facing challenges.
• Understanding of customer needs, pain points, and expectations.
• Strong grasp of customer journeys and moment-of-truth interactions.
• Strong understanding of current‑state and future‑state journey mapping and omnichannel journey design (contact center, retail, digital, self‑service).
• Skilled at analyzing, monitoring, and interpreting CX metrics: CSAT, NPS, CES; resolution rate, first contact resolution; handoff effectiveness and drop‑off rates.
• Understanding of Voice of Customer (VoC) survey analysis and open‑text feedback review.
• Ability to anticipate how changes in one part of the journey affect downstream behavior.
• Ability to analyze data, identify trends, and generate actionable insights and recommendations.
• Ability to adapt to a rapidly changing work environment and manage competing demands in a productive manner.
• Ability to identify and resolve problems in a timely manner, appropriately gather and analyze information, make sound decisions, and implement solutions.
• Ability to work independently and exercise strong decision-making and prioritization skills.
• Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
• Deep understanding of current state and future state journey mapping and omnichannel journey design (contact center, retail, digital, self service).
• Advanced skill at analyzing, monitoring, and interpreting CX metrics: CSAT, NPS, CES; resolution rate, first contact resolution; handoff effectiveness and drop off rates.
• Strong understanding of Voice of Customer (VoC) survey analysis and open text feedback review.
• Proven ability to drive cross-functional CX initiatives from definition to delivery, prioritizing improvements based on customer impact and business value.
• Ability to identify problems proactively, gather and evaluate relevant information, make sound, data‑driven decisions, and drive timely implementation of solutions.

Nice To Haves

• Customer growth, retention, or loyalty program experience.
• Performance improvement and cross-functional initiatives experience.
• Telecommunications experience.
• Relevant telecom industry or job specific certifications.

Responsibilities

• Drive execution of assigned CX improvements in partnership with accountable teams.
• Confirm ownership, timelines, and handoffs for journey improvement initiatives.
• Track initiative progress and flag risks or delays to CX leadership.
• Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences.
• Ensure Voice of Customer (VoC) insights are incorporated into journey improvement discussions and goals.
• Lead cross-functional execution of complex CX initiatives from concept through delivery.
• Align leaders and teams on accountability, sequencing, and delivery milestones.
• Partner closely with Digital to ensure e-commerce and self-service experiences meet defined CX standards.
• Align with CX Operations to embed operational notifications and VoC feedback into experience goals and governance.
• Act as a change leader, influencing behaviors, decision-making, and operating models to sustain experience improvements.
• Monitor journey-level KPIs, including satisfaction, resolution rate, and handoff effectiveness.
• Analyze performance trends and identify journey breakdowns and improvement opportunities.
• Contribute to root cause analyses in partnership with CX Operations and channel teams.
• Support maintenance of a prioritized CX backlog by assessing customer impact and operational feasibility.
• Prepare recurring CX performance updates and dashboards identifying trends, issues, and recommended priorities.
• Escalate critical experience breakdowns requiring senior intervention.
• Define and maintain experience measurement standards, ensuring consistent metrics, surveys, and data collection across channels.
• Lead cross-channel root cause analysis to diagnose systemic experience issues.
• Set CX initiative prioritization based on customer impact, business value, and strategic alignment.
• Own the CX backlog and roadmap for assigned journeys.
• Deliver executive-level CX reporting, highlighting trends, risks, and priority recommendations.
• Own assigned customer journey stages and associated experience standards across channels.
• Conduct current-state journey assessments to identify friction points and gaps.
• Support definition of target-state journeys aligned to CX principles and business goals.
• Maintain journey documentation and updates within the CX roadmap for owned stages.
• Partner with Digital, Contact Center, and Retail teams to ensure journey standards are reflected in day-to-day execution.
• Escalate changes to owned journeys that degrade experience standards.
• Escalate CX initiatives without defined customer impact or business case.
• Lead comprehensive current-state assessments and define future-state journeys that transform customer outcomes.
• Set experience standards across channels, ensuring enterprise-wide consistency.
• Influence enterprise roadmap decisions by aligning journey strategy with broader business priorities.
• Serve as a subject matter expert on assigned journeys, advising leadership on experience design and trade-offs.

Benefits

• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior