This role serves as the bridge between business strategy and product execution, partnering closely with Product, Technology, UX/UI, Analytics, Operations, and Marketing teams to identify opportunities, define business requirements, prioritize investment decisions, and deliver measurable business outcomes.

The ideal candidate combines digital commerce expertise, business analysis skills, customer-centric thinking, and strong stakeholder management capabilities to lead complex initiatives that enhance customer experiences, improve conversion, drive revenue growth, and support strategic business objectives.

This position influences enterprise-wide initiatives without direct authority and is expected to operate as a trusted advisor to business leaders while ensuring successful execution through cross-functional collaboration. The role is responsible for translating customer needs, business priorities, and growth opportunities into actionable requirements, business cases, and delivery-ready solutions. Success in this position requires strong business analysis expertise, customer journey ownership, data-driven decision making, and the ability to influence roadmap decisions through strategic insights and cross-functional partnership.

·    Lead requirements gathering efforts for complex customer-facing digital experiences and platform enhancements.

·    Partner with stakeholders to define business needs, customer problems, operational considerations, and desired outcomes.

·    Create and maintain Business Requirements Documents (BRDs), business process flows, use cases, functional requirements, epics, features, user stories, and acceptance criteria.

·    Facilitate discovery sessions, stakeholder interviews, requirements workshops, and design reviews.

·    Establish traceability between business objectives, customer needs, requirements, and delivered solutions.

·    Define reporting, analytics, operational readiness, and measurement requirements necessary to support implementation and adoption.

·    Ensure business requirements support customer experience goals, strategic priorities, and measurable outcomes.

·    Partner with Product Managers, Product Owners, Engineering, UX/UI, and Analytics teams throughout the delivery lifecycle.

·    Support intake evaluation, roadmap development, backlog prioritization, capacity planning, PI Planning, sprint readiness, and release planning activities.

·    Translate strategic business priorities into actionable work that can be executed by delivery teams.

·    Identify and manage dependencies, assumptions, risks, constraints, and implementation considerations.

·    Ensure solutions meet business objectives while balancing customer experience, technical feasibility, operational impacts, and delivery timelines.

·    Support prioritization decisions through customer insights, business value assessment, and data-driven recommendations.

·    Advocate for the customer across all phases of solution design and delivery.

·    Partner with UX/UI and Analytics teams to identify customer pain points and improvement opportunities.

·    Support experimentation, A/B testing, and performance optimization activities.

·    Use quantitative and qualitative data to influence experience design, prioritization, and investment decisions.

·    Drive initiatives that improve conversion, engagement, customer satisfaction, and overall digital experience performance.

·    Build strong relationships across Business, Product, Technology, UX/UI, Analytics, Marketing, and Operations organizations.

·    Create executive-ready presentations, business cases, strategic recommendations, and status updates.

·    Drive alignment among diverse stakeholder groups and influence decisions without direct authority.

·    Present risks, opportunities, recommendations, tradeoffs, and business impacts to senior leadership audiences.

·    Facilitate cross-functional collaboration to accelerate delivery and improve business outcomes.

The Lead Digital Customer Growth role may support a limited set of operational activities that enable effective portfolio management and business continuity. These responsibilities are expected to consume no more than 25% of weekly workload and should not detract from the role's primary focus on digital growth strategy, business analysis, customer experience optimization, and cross-functional delivery leadership.

·    Support device inventory management activities across Digital Consumer Sales initiatives, including coordination of device lifecycle requests.

·    Manage and track device End-of-Life (EOL) requests and associated retirement activities.

·    Coordinate and process device add-back requests to ensure inventory availability aligns with business, operational, and testing needs.

·    Partner with product, technology, operations, and vendor teams to maintain inventory visibility and resolve inventory-related issues.

·    Monitor and communicate inventory status, risks, constraints, and impacts to relevant stakeholders.

·    Support tracking and reporting of device ship commitments and related readiness activities.

·    Monitor key milestones, inventory availability, and fulfillment status to help ensure alignment with launch and operational timelines.

·    Coordinate with cross-functional teams to identify and escalate risks affecting device availability, readiness, or launch commitments.

·    Maintain reporting, status updates, and operational documentation related to device inventory and ship commit activities.

·    Support launch readiness reviews and operational planning efforts as needed.

• Digital Growth Strategy, Business Analysis, Customer Experience Optimization, Roadmap Planning, Intake Management, Agile Delivery, and Stakeholder Leadership - 75% or more
• Device Inventory Management, Device Ship Commit Tracking, and Related Operational Support Activities - Up to 25%

·    5+ years of experience in Digital Customer Growth, Digital Strategy, Business Analysis, Product Management, eCommerce, Customer Experience, or related disciplines.

·    Experience developing Business Requirements Documents (BRDs) and business cases for customer-facing digital experiences.

·    Proven ability to translate customer and business needs into functional requirements, user stories, acceptance criteria, business process flows, and implementation-ready documentation.

·    Experience supporting Agile delivery methodologies including PI Planning, backlog prioritization, sprint planning, release readiness, and cross-functional delivery execution.

·    Strong analytical and problem-solving skills with the ability to leverage customer insights, analytics, and business performance metrics to identify opportunities and guide strategic recommendations.

·    Experience defining KPIs, success metrics, reporting requirements, and measurement frameworks for digital initiatives.

·    Ability to manage ambiguity, balance competing priorities, and drive alignment across large, matrixed organizations.

·    Excellent written, verbal, presentation, and executive communication skills.

·    Demonstrated ability to influence decisions and lead initiatives without direct authority.

·    Experience partnering across Product, Technology, UX/UI, Analytics, Operations, Marketing, and Business organizations to deliver customer-centric solutions.

·    Bachelor's degree in Business, Marketing, Information Systems, Digital Commerce, Engineering, Analytics, or a related field.

·    Experience owning digital intake submissions, prioritization recommendations, capacity planning inputs, roadmap development, and PI Planning activities.

·    Experience leading initiatives across a combined Digital Consumer Sales portfolio, including Wireless, Internet/Fiber, Converged, Self-Service, and Omnichannel customer experiences.

·    Strong understanding of digital customer journeys, conversion funnels, acquisition, upgrade, retention, and cross-sell sales strategies.

·    Experience identifying growth opportunities through customer journey analysis, digital performance metrics, and customer behavior insights.

·    Experience partnering with Product, Technology, UX/UI, Analytics, Operations, and Marketing teams to define, prioritize, and deliver customer experience improvements.

·    Knowledge of digital commerce platforms, customer experience optimization, experimentation frameworks, and journey analytics.

·    Experience supporting customer journey mapping, design reviews, Figma collaboration, and digital experience validation processes.

·    Experience using analytics platforms and performance tools to measure business outcomes and support optimization efforts.

·    Experience developing investment recommendations, ROI models, and strategic business cases for digital initiatives.

·    Telecommunications, wireless, broadband, internet, digital commerce, or omnichannel sales experience preferred.

·    Experience working within enterprise-scale transformation programs and Agile delivery organizations.

The ideal candidate is a strategic business leader who can effectively operate as both a Digital Customer Growth Lead and a Senior Business Analyst. This individual will demonstrate the ability to:

·    Understand customer problems, business objectives, and growth opportunities.

·    Translate strategy into actionable requirements, business cases, and executable roadmaps.

·    Lead digital intake efforts and recommend prioritization decisions based on customer and business value.

·    Partner with Product, Technology, UX/UI, and Analytics teams to deliver customer-centric solutions.

·    Participate in roadmap planning, capacity planning, and PI Planning activities.

·    Leverage data, KPIs, and customer insights to guide decision making.

·    Communicate effectively with executive leadership, business stakeholders, and delivery teams.

·    Influence decisions and drive alignment across complex matrixed organizations without direct authority.

Success in this role will be measured through:

·    Growth in digital customer acquisition, conversion, retention, engagement, and self-service metrics.

·    Quality and completeness of business requirements, business cases, roadmap recommendations, and delivery readiness artifacts.

·    Effectiveness of intake prioritization, capacity planning inputs, and PI Planning contributions.

·    Delivery of customer experience improvements that generate measurable business outcomes.

·    Ability to align cross-functional teams and accelerate execution against Digital Consumer Sales objectives.

·    Successful management of operational inventory and device readiness responsibilities while maintaining focus on strategic business objectives.

Joining our team comes with amazing perks and benefits:

• Medical/Dental/Vision coverage
• 401(k) plan
• Tuition reimbursement program
• Paid Time Off and Holidays (based on date of hire, at least 23 days of vacation each year and 9 company-designated holidays)
• Paid Parental Leave
• Paid Caregiver Leave
• Additional sick leave beyond what state and local law require may be available but is unprotected
• Adoption Reimbursement
• Disability Benefits (short term and long term)
• Life and Accidental Death Insurance
• Supplemental benefit programs: critical illness/accident hospital indemnity/group legal
• Employee Assistance Programs (EAP)
• Extensive employee wellness programs
• Employee discounts up to 50% off on eligible AT&T mobility plans and accessories, AT&T internet (and fiber where available) and AT&T phone

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