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Role Description

The Sr Lead Experience Manager is responsible for defining, measuring, analyzing, and improving customer journeys spanning Lumen’s end-to-end customer lifecycle: Learn, Buy, Get, Use, Pay, and Renew. Acts as a researcher, design thinking leader, facilitator, change agent, and trusted business partner to key product and program stakeholders across the company.

Ideal candidates should have a strong focus on leveraging AI and innovative technologies to enhance customer journeys. This includes integrating AI-driven solutions to personalize customer interactions, automate processes, and provide predictive insights. The role involves staying updated with the latest advancements in AI and innovation and applying these technologies to drive continuous improvement in customer experience.

• Leads Journey Mapping Workshops to drive cross-functional collaboration to design customer-centric digital journeys that address customer goals and expectations, while ensuring that enabling capabilities are well-defined for development.
• Partners with Product Solutions Managers to translate journeys into development requirements and validate that solution implementations deliver upon experience requirements.
• Performs continuous research and listens to live experiences to understand and represent the voice of the customer as input to iterative release prioritization. Research is conducted leveraging a variety of inputs and tools to feed journey design, such as UserTesting.com, interviews, focus groups, Qualtrics feedback, Adobe Analytics, Google Analytics, Content Square, competitive research, and digital secret shopping.
• Responsible for a portfolio of Products and/or Foundational Digital Customer Experience Tools. Knowledge or experience creating frictionless experiences and integrating AI into digital support models are potential candidate differentiators.

Qualifications

• Bachelor’s degree in business, engineering, communications, or related field, or equivalent knowledge
• 6+ years of directly related experience with journey mapping, journey management, and customer experience.
• Customer Empathy Research and Journey mapping experience required
• Strong PowerPoint skills and executive communications skills required

Requirements

• Master’s degree preferred

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

• $103,711 - $138,281 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
• $108,896 - $145,195 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
• $114,082 - $152,109 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

Benefits

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Equal Employment Opportunities

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, gender expression, 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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.