Brightspeed

Digital Customer Experience Manager

Brightspeed • $95K — $115K *
Charlotte, NC 28269In-Person
Telecommunications & Hardware
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business, Marketing, Digital Commerce, Information Systems, or related field.
  • 5+ years in eCommerce, digital product management, or customer experience.
  • 3+ years driving customer-facing digital experiences linked to revenue and retention.
  • Experience managing authenticated digital or eCommerce experiences.
  • Familiarity with Agile development environments and collaboration with technical teams.

Responsibilities

  • Support strategy execution for digital customer experiences across web and mobile applications.
  • Lead optimization of digital experiences by identifying customer friction and performance gaps.
  • Develop actionable digital experience requirements for business initiatives and enhancements.
  • Translate customer insights into defined experience problems and recommendations.
  • Collaborate with UX/UI teams to design engaging customer experiences.
  • Utilize digital analytics tools to identify trends and areas for improvement.
  • Conduct testing and optimization across the digital customer experience.

Benefits

  • Opportunities for professional development and growth.
  • Collaborative work environment with cross-functional teams.
  • Access to advanced digital tools and analytics platforms.
  • Flexible work arrangements, including remote options.
  • Potential for travel based on business needs.
Full Job Description
Job Description

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.

Key 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.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Qualifications

Education & Experience
  • 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.

Skills & Competencies
  • 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.

Preferred Qualifications
  • 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.

Physical Demands & Work Conditions
  • Ability to communicate effectively through virtual and in-person meetings.
  • May require occasional travel based on business needs.


#LI-RW1

About Brightspeed

BrightSpeed is a broadband and telecommunications services company that serves homes and businesses. The goal of Brightspeed is to advance a society in which both individuals and organizations have access to the connectivity they require to complete important tasks. The company, which employs over 4,000 people, is dedicated to closing the digital divide by establishing a cutting-edge fiber network and providing customers with a seamless and easy-to-use connection experience.

Brightspeed Careers

Joining Brightspeed offers an unparalleled opportunity to become part of a dynamic team of professionals in a company known for its commitment to technological innovation and leadership. Brightspeed is currently expanding its talented workforce, presenting a wealth of job opportunities across various sectors.

Explore Career Opportunities

Brightspeed is seeking skilled individuals eager to drive growth and lead in the fast-paced tech industry. With a range of positions open, from entry-level to senior leadership roles, Brightspeed is a prime destination for those looking to make a significant impact in their professional lives.

Innovation and Professional Growth

At Brightspeed, innovation isn't just a buzzword; it's the cornerstone of the company culture. Employees are encouraged to push boundaries and think outside the box, which is evident in the company's robust portfolio of cutting-edge solutions. Professionals at Brightspeed enjoy a culture that fosters personal and professional growth, ensuring that every team member can realize their potential.

Diversity and Inclusion

Brightspeed is committed to creating a diverse and inclusive work environment. The company believes that diversity training and leadership are critical to fostering an inclusive culture where everyone feels valued and empowered. This commitment is reflected in Brightspeed's proactive hiring practices and supportive company policies.

Benefits and Employee Well-being

Understanding the importance of a balanced life, Brightspeed offers comprehensive benefits designed to support the health, well-being, and financial security of all team members. Employees enjoy competitive benefits packages that promote a healthy work-life balance, essential for long-term career satisfaction and personal growth.

Internship Programs and Career Development

For those starting their careers, Brightspeed’s internship programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Brightspeed work on meaningful projects, gain hands-on experience, and learn from leaders in the field, setting the stage for successful careers in technology.

Networking and Career Advancement

Brightspeed supports its employees' career paths with ample opportunities for networking and professional development. Regular workshops, seminars, and training sessions are available, allowing employees to enhance their skills and advance their careers within the company.

Applying for a Position

Candidates interested in pursuing a career with Brightspeed are encouraged to review available job opportunities on the Brightspeed Careers page. To apply, candidates should prepare their resume to highlight relevant experience and skills and submit it through the Brightspeed job portal. The interview process at Brightspeed is designed to assess not only professional qualifications but also a candidate's fit with the company’s culture and values.

Stay Connected with Brightspeed Careers

Keep up to date with the latest from Brightspeed by following the company on its careers blog. Here, one can find career tips, insider perspectives, and industry-leading insights that can be put to use today—all from the people who work at Brightspeed.

Job Alert Emails

Stay informed about new employment opportunities tailored to specific career preferences by subscribing to Brightspeed job alert emails. Discover exciting and rewarding opportunities that await at Brightspeed, where innovation meets professional excellence.

Join the Brightspeed Team

Search for positions that match skills and interests. Brightspeed looks for passionate, curious, creative, and solution-driven team players ready to contribute to a leading-edge company. Search Brightspeed jobs today and take the first step towards a fulfilling career.
Learn more about Brightspeed
Size
1,001 employees
Industry
Telecommunications & Hardware
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Brightspeed

More Telecommunications & Hardware Jobs

Find similar Digital Customer Experience Manager jobs:

NationwideCharlotte, NC