Senior Customer Experience Specialist

PURPOSE OF POSITION: Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction. ESSENTIAL DUTIES AND RESPONSIBILITIES: Cross-Functional Execution Drive execution of assigned CX improvements in partnership with accountable teams. Confirm ownership, timelines, and handoffs for journey improvement initiatives. Track initiative progress and flag risks or delays to CX leadership. Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences. Ensure Voice of Customer (VoC) insights are incorporated into journey improvement discussions and goals. Additional Senior Level Expectations: Lead cross-functional execution of complex CX initiatives from concept through delivery. Align leaders and teams on accountability, sequencing, and delivery milestones. Partner closely with Digital to ensure e-commerce and self-service experiences meet defined CX standards. Align with CX Operations to embed operational notifications and VoC feedback into experience goals and governance. Act as a change leader, influencing behaviors, decision‑making, and operating models to sustain experience improvements. Performance Measurement, Insights & Prioritization Monitor journey-level KPIs, including satisfaction, resolution rate, and handoff effectiveness. Analyze performance trends and identify journey breakdowns and improvement opportunities. Contribute to root cause analyses in partnership with CX Operations and channel teams. Support maintenance of a prioritized CX backlog by assessing customer impact and operational feasibility. Prepare recurring CX performance updates and dashboards identifying trends, issues, and recommended priorities. Escalate critical experience breakdowns requiring senior intervention. Additional Senior Level Expectations: Define and maintain experience measurement standards, ensuring consistent metrics, surveys, and data collection across channels. Lead cross-channel root cause analysis to diagnose systemic experience issues. Set CX initiative prioritization based on customer impact, business value, and strategic alignment. Own the CX backlog and roadmap for assigned journeys. Deliver executive-level CX reporting, highlighting trends, risks, and priority recommendations. Customer Journey Ownership Own assigned customer journey stages and associated experience standards across channels. Conduct current-state journey assessments to identify friction points and gaps. Support definition of target‑state journeys aligned to CX principles and business goals. Maintain journey documentation and updates within the CX roadmap for owned stages. Partner with Digital, Contact Center, and Retail teams to ensure journey standards are reflected in day‑to‑day execution. Escalate changes to owned journeys that degrade experience standards. Escalate CX initiatives without defined customer impact or business case. Additional Senior Level Expectations: Lead comprehensive current-state assessments and define future‑state journeys that transform customer outcomes. Set experience standards across channels, ensuring enterprise‑wide consistency. Influence enterprise roadmap decisions by aligning journey strategy with broader business priorities. Serve as a subject matter expert on assigned journeys, advising leadership on experience design and trade‑offs. COMPETENCIES: ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve. BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles. COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances. Strong cross functional collaboration skills, with the ability to work effectively at all levels of the organization and build relationships that support key priorities. COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally. Excellent verbal, written, and digital communication skills. Ability to prepare accurate and decipherable reports, presentations, training material, and recommendations. COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics. CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer sati #J-18808-Ljbffr