CenturyLink Senior Manager Fiber Customer Experience in LITTLETON, Colorado
CenturyLink (NYSE: CTL) at http://www.centurylink.com/ is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
CenturyLink Consumer is creating a business unit to build, sell and deliver the world’s best fiber experience to grow revenue, customers and leading experience position in the market. This critical position is responsible for documenting and journey mapping all the internal and external touchpoints for fiber prospects and customers. The leader will establish multiple cross-functional working teams in collaboration with other business units focused on enhancing the fiber experience. Programs and initiatives planned and executed will position CenturyLink as the industry’s and world’s best fiber provider. This position will lead the technical, system, process and experience enhancements required in our fiber business to position CenturyLink to grow revenue, customers and NPS.
Principal Duties and Responsibilities:
Lead a team of project leaders to journey map all the touchpoints in fiber marketing, pre-sales, sales, provisioning, assignments, communication, dispatching, installation and repair touchpoints.
Leader is responsible for understanding all touchpoints employees and customers use to shops, buy, install, use, pay and service fiber. The team will propose new training, IT, process improvements, marketing, communication and system enhancements for all identified pain points
Leader will partner with multiple internal business groups to drive initiatives to completion to enhance the fiber experience
Leader will represent the fiber team on all IT, Process, Network, Marketing and projects impacting fiber, prioritization of resources and document all requirements for each group to implement
Team will use analytics to track performance of each touch point, provide visibility to marketing, sales, operations and network leaders to understand the performance of each touch point
Team will use data analytics to make recommendations to key partners to increase performance and be accountable to customer expectations
Team will meet with internal and external clients to understand each touch point, seek feedback and opinions on the operation and organize feedback into actionable initiatives
The teams KPI performance will be measured through our ability to deliver expectations along each touch point including NPS scores provided by end user customers
The team will use data from Marketing, CX, Reporting, Corporate Strategy to guide prioritization of programs to deliver highest impact to the business
In-depth knowledge and understanding of IT, systems, procedures, programs, business unit responsibility, reporting, marketing and communication required to recommend and delivered systemic improvements in the fiber experience
Lead a team of 4-7 experienced project managers capable of understanding the complexities of CenturyLink systems and processes and make recommendations improvement recommendations
Establish end to end touch point journey map
Establish reporting requirement to measure performance at each touch point
Identify all experience pain points
Deep-dive research to understand most effective and efficient solutions
Establish cx strategy and initiatives to position CenturyLink as the world’s best fiber provider
Accountable to deliver through partner organization all necessary experience enhancements
Establish weekly, monthly and quarterly updates on all experience touchpoints and initiative status
Create executive summaries to communicate current state of CX and state of proposed initiatives
Develop and achieve KPI’s fiber experience expectations
Hold partner organizations accountable for all fiber deliverables and KPI’s
Provide direction to partner business units on all fiber experience, programs and initiatives including requirements to be delivered
Must be able to collaborate and communication with all levels of management, front-line employees and external customers
Along with 8 plus years related experience and 1+ year previous supervisory / leadership experience preferred.
Demonstrated ability to implement and improve processes
Experience leading a team of reporting & report development managers
Demonstrated ability to implement and improve processes
Experience using SQL
Experience with Relational Databases
6+ years of experience
Bachelors or Equivalent
Alternate Location: US-Colorado-Littleton; US-Louisiana-Monroe
Requisition # : 216163
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
We 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, 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.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.