CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

The Consumer services team is seeking a Director to lead CX and retention strategy for the Consumer team at CenturyLink. The director role is a critical leadership role, responsible for driving improvements to CX and mitigating customer loss through smart, innovative strategies and initiatives. The ideal candidate will have a background in services marketing with an ability to operate at both strategic and tactical levels. They will have examples of generating and implementing bold and innovative ideas to drive improve CX and/or customer affinity and retention. She/he will be results oriented- dedicated to developing, measuring and evolving programs and initiatives. They will prioritize effectively, and have a strong bias for action. They will bring a high-level of positive energy to motivate and champion initiatives that engage stakeholders across the organization.

Job Description

  • Set and deliver against consumer retention goals; increase CLV and reduce customer loss.

  • Identify existing customer pain-points, thru utilization of data and customer insights; develop and implement effective solutions thru cross-functional initiatives.

  • Develop winning retention strategies for the consumer business inclusive of directing customer messaging, product, offer, pricing and CX decisions.

  • Drive metrics and benchmarks to ensure continuous improvement in process and results.

  • Inform customer messaging and CX thru partnership with marcom and digital teams.

  • Identify and drive new initiatives that set the bar for CX and service.

  • Obsess over the details of customer experience/perception. Drive continuous improvement.

  • Hire and develop a team of strong performers.


  • Bachelor’s degree in marketing, CIS or business or related discipline.

  • Background selling digital subscription services or online/app retail

  • 5+ years of progressive responsibility and relevant experience in retention and/or CX design.

  • Demands a high standard of work from themselves and those they work with.

  • Proven track record of success developing plans, managing budgets and delivering results.

  • Communicates ideas effectively, both verbally and in writing.

  • Decisive – ability to make good decisions under tight timing and pressure.

  • Thinks strategically and executes methodically.

  • Extreme attention to detail.

  • Outstanding collaboration skills, with proven ability to lead multiple stakeholders.

  • Strong analytical and quantitative skills including the ability to use customer research, hard data and metrics to back up intuition and measure performance of marketing initiatives.


Masters or Equivalent in Marketing

Alternate Location: US-Colorado-Denver; US-Kansas-New Century; US-Louisiana-Monroe

Requisition # : 142694

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/

EEO Statement

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.