Senior Customer Experience Specialist

Job Description

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 satisfaction.
  • Demonstrated understanding of frontline operational needs and customer-facing challenges.
  • Understanding of customer needs, pain points, and expectations
  • Strong grasp of customer journeys and moment-of-truth interactions.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
  • Strong understanding of current-state and future-state journey mapping and omnichannel journey design (contact center, retail, digital, self-service).
  • Skilled at analyzing, monitoring, and interpreting CX metrics: CSAT, NPS, CES; resolution rate, first contact resolution; handoff effectiveness and drop-off rates.
  • Understanding of Voice of Customer (VoC) survey analysis and open-text feedback review.
  • Ability to anticipate how changes in one part of the journey affect downstream behavior.
  • Ability to analyze data, identify trends, and generate actionable insights and recommendations.
  • Ability to adapt to a rapidly changing work environment and manage competing demands in a productive manner.
  • Ability to identify and resolve problems in a timely manner, appropriately gather and analyze information, make sound decisions, and implement solutions.
  • Ability to work independently and exercise strong decision-making and prioritization skills.
  • Proficient in reporting, tracking, and analytical tools used to monitor program performance and budget adherence.
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• TECHNICAL PROFICIENCY - Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively.
  • Knowledge of CX platforms, CRM systems, ticketing & reporting tools.

Additional Job Requirements:


This is a senior level position within the discipline functioning as a subject matter expert (SME). Demonstrates advanced knowledge and proficiency in areas of responsibility. Performs highly complex tasks and job duties, receiving minimal to no instruction on routine work and new assignments. Works under minimal supervision with wide latitude for independent judgment.

Additional Competencies:

• Deep understanding of current state and future state journey mapping and omnichannel journey design (contact center, retail, digital, self service).
• Advanced skill at analyzing, monitoring, and interpreting CX metrics: CSAT, NPS, CES; resolution rate, first contact resolution; handoff effectiveness and drop off rates.
• Strong understanding of Voice of Customer (VoC) survey analysis and open text feedback review.
• Proven ability to drive cross-functional CX initiatives from definition to delivery, prioritizing improvements based on customer impact and business value.
• Ability to identify problems proactively, gather and evaluate relevant information, make sound, data-driven decisions, and drive timely implementation of solutions.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Bachelor's degree in business, marketing, data analytics/statistics, communications or relevant field. *
• Minimum of six (6) years of progressively responsible experience in customer experience, customer service, marketing, customer analytics, or related background, to include: *
  • At least four (4) years in an analytics-driven customer experience or business operations role owning parts of the customer journey or specific journey stages.

Preferred:

• Customer growth, retention, or loyalty program experience.
• Performance improvement and cross-functional initiatives experience.
• Telecommunications experience.
• Relevant telecom industry or job specific certifications.

Required at ALL Levels
DRIVING REQUIREMENTS :

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary.
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to the immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services. Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer. EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law. DISCLAIMER: The above information on this description 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. All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.