Sr Director Customer Experience and Digital Strategy

Career Opportunities: Sr Director Customer Experience and Digital Strategy (12152) Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're seeking driven and enthusiastic professionals to join our team, empower lives, fuel businesses, and drive innovation. Connectivity is now longer a luxury, but a necessity. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. Our successes, now and in the future, are powered by our amazing product, a commitment to our people and culture, and the connections we make in our communities. If you are resourceful, collaborative, and passionate about delivering consistent excellence, Optimum is for you! Job Summary The Senior Director of Customer Experience and Digital Self-Service Strategyis responsible forowning and delivering measurable improvements in customer experience and digital self-service performance across the enterprise. This roleleadsthe execution of the CX vision across prioritycustomer 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 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 analyzecustomerexperience,identifyspecific improvements acrossNPS/OSAT opportunities, and work with cross-functional teams to improve customersatisfaction 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,Regionaland localfunctional structures with both internal and external partners Ability to diplomatically resolve conflicts andfacilitatecooperative team resolutionsin atimely manner Ability to develop and lead a high-performing team Strong oral and writtencommunicationsskills. Effective interpersonal, communication,consultation, and collaboration skills Attention to detail and organization with the ability to multi-task and delegate asappropriate tocomplete tasks and initiatives At Optimum, every action and interaction we take part in, is driven by our three Guiding Principles: Do What’s Right, Drive One Optimum, and Make It Happen. These aren’t just words, they help us build trust, create real community, and embrace new ways of thinking. Our employees are empowered to do the right thing for our customers and co-workers and to recognize and reward these behaviors when we see them. It’s all part of the bigger picture of “Be The Difference” where each employee knows they have the power to enact real change, share new ideas, and understand that learning never stops. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team. Together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company’s discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is$161,186.00-$230,265.00/ year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity. #J-18808-Ljbffr Optimum Corp