CenturyLink VP of Customer Experience and Journey in Broomfield, Colorado

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 Vice President of Customer Experience is a key leader who will transform our Customer Experience Department and organization. The VP leads a team to build a deep understanding of our customers and their needs, as well as develop marketing strategies. This critical role leads Customer Service while working closely with Sales, Operations, Product Management, Engineering, Finance, and Technical Support to deliver a complete Customer Experience solution.

Job Description

  • Communicate and present a clear and focused overview of customer insights to motivate, consider, shop, purchase, and renew CenturyLink products and services

  • Inspire and enable game-changing ideas for our customers and the company

  • Develop customer experience strategy, and partner with Product Team and Cross-Functional leads to crystallize desired business outcomes and return on investment; interrogate solutions to generate hypotheses, and uncover insights that will increase the effectiveness of each new iteration of the work

  • Ensure a great customer experience that reaches full utilization and value of the Company’s products and services.

  • Develop KPIs and metrics (NPS, etc.) that track Customer Experience performance to provide visibility to the executive team.

  • Ensure Customer Experience programs and engagements both maintain and grow existing accounts.

  • Partner with Sales and Product Management to optimize customer communication, content and training.

  • Act as the "voice of the customer" and bring customer insights (direct and from other teams) into product, product marketing/messaging and customer service decisions

  • Educate company on competition and market/industry trends.

Qualifications

Qualifications

  • Bachelor’s degree with 10+ years of Customer Experience Transformation

  • Strong executive leadership experience with demonstrable results and successes

  • Proven success developing strategy, creating a program, building project teams, implementing large-scale customer experience programs, and managing/improving customer experience programs across a large Enterprise organization

  • Experience and comfortability working with all levels of leadership, decision makers, stakeholders, and external entities, to include public speaking, presentations, and selling strategic direction of a Customer Experience organization

  • Ability to influence an organization toward a unified goal and objective and being a change agent

Preferred qualifications

  • Master’s Degree with 8+ years’ experience

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Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver

Requisition # : 199920

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.

Disclaimer

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.