Sr Director Customer Experience and Digital Strategy

Optimum•New York, NY

21h•$161,186 - $230,265

About The Position

The Senior Director of Customer Experience and Digital Self-Service Strategy is responsible for owning and delivering measurable improvements in customer experience and digital self-service performance across the enterprise. This role leads the execution of the CX vision across priority customer journeys and channels, driving adoption, scale, and maturity of digital, AI-enabled, and self-service capabilities. The Senior Director partners closely with Product, Technology, Journey, Channel, Operations, and Data teams to translate strategy into execution, ensuring customer-obsessed, digital-first experiences that improve customer resolution and satisfaction while enabling efficiency and scale. While customer experience and digital outcomes are primary, the role also contributes to cost-to-serve reduction and productivity gains through journey simplification, channel shift, and automation. Accountability: Deliver simplified, high-performing customer journeys and omni-channel experiences that improve NPS and resolution while reducing cost and improving frontline productivity through digital, automation, and AI.

Requirements

Bachelor's degree in a related field. MBA preferred
Minimum 10 years of Telecom/Broadband/related industry experience across Strategy, Customer Experience, Base Management, Product Management, Operations
Strong AI skills/knowledge and experience in applying AI solutions to solve business problems/outcomes
Ability to synthesize data, insights, industry knowledge to recommend and implement Customer Experience solutions that meaningfully impacts Revenue, EBITDA, Customer Churn/Survivability
Ability to analyze customer experience, identify specific improvements across NPS/OSAT opportunities, and work with cross-functional teams to improve customer satisfaction and drive sustained customer loyalty.
Experience successfully working across levels and functional areas in a dynamic, fast-paced environment (i.e., technical, creative, and executive team)
Ability to manage across multiple leadership levels; Corporate, Regional and local functional structures with both internal and external partners
Ability to diplomatically resolve conflicts and facilitate cooperative team resolutions in a timely manner
Ability to develop and lead a high-performing team
Strong oral and written communications skills. Effective interpersonal, communication, consultation, and collaboration skills
Attention to detail and organization with the ability to multi-task and delegate as appropriate to complete tasks and initiatives

Responsibilities

Define and execute CX and digital channel strategy across the customer lifecycle, translating the enterprise CX vision into prioritized journey and channel roadmaps.
Reimagine and enhance the customer journeys that matter most by simplifying end-to-end experiences, reducing customer effort and contacts, and improving NPS while lowering cost-to-serve.
Own journey performance management—establishing targets, governance, and routines to track adoption, resolution, and experience outcomes across channels and journeys.
Lead cross-functional working teams (Product, Technology, Operations, Data/Analytics, and frontline stakeholders) through influence, to redesign how work is done and deliver measurable outcomes.
Provide clear business requirements for digital and AI tools, platforms, and automation that enhance CX, improve frontline productivity, increase self-service resolution, and reduce cost.
Evaluate and pilot emerging platforms and market capabilities (including AI-enabled experiences) to identify opportunities for channel shift, personalization, and proactive service.
Lead strategy and continuous improvement for priority journeys including Onboarding, Billing, Troubleshooting, and Resolution experiences—identifying pain points, root causes, and high-impact simplification opportunities.
Partner with VoC and insights teams to translate customer feedback into actionable initiatives, ensuring journey investments address the most material drivers of satisfaction, effort, and cost.
Develop business cases for journey and channel investments, ensuring benefits are quantified (CX, revenue, and cost), delivered, and sustained.