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About LumenLumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.The RoleThe Experience team is a forward-thinking organization committed to revolutionizing customer experiences through innovation and transformation. We seek a passionate and experienced Senior Customer Experience Manager to lead our efforts in creating groundbreaking solutions that enhance customer satisfaction and loyaltyAs the Senior Customer Experience Manager focused on innovation, you will drive strategic initiatives to transform our customer experience landscape. You will be responsible for identifying, developing and implementing innovative solutions that align with our business goals and exceed customer expectations.Location
This role is 100% remote, work from home within any US state.
The Main Responsibilities
Develop and execute a comprehensive customer experience strategy, emphasizing innovation and continuous improvement.
Utilize data-driven insights to understand customer needs, pain points, and behaviors, translating these into actionable strategies.
Identify and implement emerging trends and technologies that can enhance the customer experience and measure their success.
Oversee the planning, execution, and delivery of customer experience projects, ensuring they are completed on time, within scope, and budget.
Exhibit a customer-centric mindset with a passion for innovation and the ability to think strategically and execute methodically.
Create a link between customer and company outcomes, proposing evolutionary improvements in customer insights capabilities.
Partner with other divisions and orchestrate opportunities to work together in pursuit of the optimal customer experience.
Set goals, priorities, and a roadmap for the area of responsibility and assess how other initiatives will impact the customer experience.
Leverage advanced technology when necessary to improve outcomes and be a thought leader on frictionless customer experience.
Demonstrate a deep understanding of the Adobe Experience Platform suite, or other Customer Data Platform and Customer Journey Orchestration solutions, and how they can be leveraged to create personalized and seamless customer experiences.
What We Look For in a Candidate
5+ years of working experience in relevant B2B marketing, customer experience and innovation initiatives.
Bachelor’s degree in marketing, business, or a related field.
Experience in designing and implementing customer-centric and innovation-focused programs.
Creative thinking and a passion for driving innovation in Marketing and Customer Experience strategies to create value for customers and the business.
Strong analytical skills with the ability to leverage data, technology, and customer feedback to identify opportunities and solutions for innovation.
Excellent communication and interpersonal skills to engage and inspire cross-functional teams and senior stakeholders with a vision for innovation.
Strong project management skills with the ability to prioritize and manage multiple innovation projects simultaneously.
Strong team player with an ability to collaborate, co-create, and experiment with internal and external partners in a highly matrixed environment.
Ability to react and adapt to changes in customer needs and market trends in a dynamic and fast-paced environment.
Prefer candidate who has a proven track record of delivering innovative solutions and outcomes for customers and the business.
CompensationThe starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.Location Based Pay Ranges$111480 - $148630 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.$117340 - $156450 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.$123210 - $164280 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.$129080 - $172100 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.Requisition #: 334247Background ScreeningIf you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Equal Employment OpportunitiesWe 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, gender expression, 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.DisclaimerThe job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.Salary RangeSalary Min :111480Salary Max :172100This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.Application Deadline07/18/2024