Sr Director Customer Experience and Digital Strategy

Job Summary

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.  

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.  

Key KPIs  

• Net Promoter Score (NPS) / journey NPS  
• Customer effort (e.g., First Contact Resolution, contacts per customer; repeat contacts – Omni Channel)  
• Digital adoption, channel mix, self-service resolution rate and channel shift to lower-cost channels  
• Cost-to-serve and cost of poor quality (CoPQ) improvement attributable to journey simplification and reduction of errors  
• Frontline productivity impact (e.g., AHT reduction, reduced rework)  

Qualifications

• 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