Manager Customer Experience Design & Strategy

About the role

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!

The Manager, Customer Experience & Digital Self-Service Strategy is the hands-on delivery engine behind the enterprise's priority customer journeys. Reporting to the Senior Director, the role owns the full arc of journey work: mapping how customers actually move across IVR, chat, app, web, retail, care and field today; diagnosing where effort, repeat contacts and cost accumulate; redesigning the target journey; and then applying the project management discipline that gets the redesign built, launched and sustained. It is a translator role at heart — turning customer evidence into a defensible journey redesign, and that redesign into the plans