Job SummaryThe Manager, Customer Experience & Digital Self-Service Strategy is the hands-on delivery engine behind the enterprise's priority customer journeys. Reporting to the Senior Director, the role owns the full arc of journey work: mapping how customers actually move across IVR, chat, app, web, retail, care and field today; diagnosing where effort, repeat contacts and cost accumulate; redesigning the target journey; and then applying the project management discipline that gets the redesign built, launched and sustained.
It is a translator role at heart - turning customer evidence into a defensible journey redesign, and that redesign into the plans, requirements, dependencies and dates that Product, Technology, Operations and Data teams can execute against. Customer experience and digital outcomes are primary; the same work also drives cost-to-serve reduction and frontline productivity through journey simplification, channel shift, automation enablement and disciplined performance routines.
AccountabilityDeliver simplified, high-performing customer journeys and omni-channel experiences by mapping and redesigning assigned priority journeys, then leading the cross-functional workstreams that implement them - improving adoption, resolution and customer experience while reducing cost-to-serve and lifting frontline productivity through digital, automation and AI.
ResponsibilitiesJourney Mapping, Diagnosis & Redesign- Develop and maintain customer journey maps and service blueprints, documenting customer interactions, processes, systems, and ownership.
- Analyze journey performance using operational and customer metrics to identify, prioritize, and resolve pain points.
- Lead journey redesign efforts to simplify experiences, reduce handoffs, increase digital adoption, and implement proactive solutions.
Project & Delivery Management- Manage end-to-end delivery plans, including scope, milestones, dependencies, risks, and go-live readiness.
- Coordinate cross-functional teams and vendors, proactively addressing issues and escalating risks with recommended actions.
- Provide clear executive reporting on progress, decisions, benefits, and delivery performance.
Strategy Execution & Roadmap Management- Translate CX and digital strategy into prioritized journey, channel, and improvement roadmaps.
- Support business case development, benefit sizing, and investment prioritization for customer experience initiatives.
- Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.
Requirements, Digital & AI Enablement- Convert journey improvements into business requirements, user stories, and acceptance criteria.
- Support implementation of digital, self-service, automation, and AI-enabled customer solutions.
- Evaluate emerging technologies through pilots, success metrics, and scale-or-stop recommendations.
Performance Management & Governance- Build and maintain journey dashboards, scorecards, and performance reporting.
- Lead governance forums, performance reviews, and continuous improvement routines across stakeholders.
- Partner with Voice of Customer and Insights teams to identify root causes, prioritize actions, and sustain improvements.
Qualifications- 5-8 years of experience in customer experience, journey management, service design, digital transformation, operations strategy, or related fields, preferably in telecommunications or other high-volume service industries.
- Proven success leading end-to-end journey redesigns and delivering complex projects/programs in cross-functional, matrixed environments.
- Strong analytical, communication, and stakeholder management skills, with the ability to build business cases, leverage data for decision-making, and influence audiences from working teams to senior executives.
Preferred Qualifications- Experience with telecommunications customer journeys and implementing digital, self-service, AI, or automation capabilities in customer care environments.
- Knowledge of CRM, order management, OSS/BSS, ticketing systems, network data, and Voice of Customer methodologies.
- Familiarity with project delivery, process improvement, analytics, and journey mapping tools, supported by relevant certifications (e.g., PMP, Lean Six Sigma, CSM, SAFe, Service Design).
