Manager Customer Experience Design & Strategy

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!

Job Summary 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, requirements, dependencies and dates that Product, Technology, Operations and Data teams can execute against. Customer experience and digital outcomes are primary; the same work also drives cost-to-serve reduction and frontline productivity through journey simplification, channel shift, automation enablement and disciplined performance routines.

Accountability Deliver simplified, high-performing customer journeys and omni-channel experiences by mapping and redesigning assigned priority journeys, then leading the cross-functional workstreams that implement them — improving adoption, resolution and customer experience while reducing cost-to-serve and lifting frontline productivity through digital, automation and AI.

Responsibilities Journey Mapping, Diagnosis & Redesign

• Develop and maintain customer journey maps and service blueprints, documenting customer interactions, processes, systems, and ownership.
• Analyze journey performance using operational and customer metrics to identify, prioritize, and resolve pain points.
• Lead journey redesign efforts to simplify experiences, reduce handoffs, increase digital adoption, and implement proactive solutions.

Project & Delivery Management

• Manage end-to-end delivery plans, including scope, milestones, dependencies, risks, and go-live readiness.
• Coordinate cross-functional teams and vendors, proactively addressing issues and escalating risks with recommended actions.
• Provide clear executive reporting on progress, decisions, benefits, and delivery performance.

Strategy Execution & Roadmap Management

• Translate CX and digital strategy into prioritized journey, channel, and improvement roadmaps.
• Support business case development, benefit sizing, and investment prioritization for customer experience initiatives.
• Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.

Requirements, Digital & AI Enablement

• Convert journey improvements into business requirements, user stories, and acceptance criteria.
• Support implementation of digital, self-service, automation, and AI-enabled customer solutions.
• Evaluate emerging technologies through pilots, success metrics, and scale-or-stop recommendations.

Performance Management & Governance

• Build and maintain journey dashboards, scorecards, and performance reporting.
• Lead governance forums, performance reviews, and continuous improvement routines across stakeholders.
• Partner with Voice of Customer and Insights teams to identify root causes, prioritize actions, and sustain improvements.

Qualifications

• 5-8 years of experience in customer experience, journey management, service design, digital transformation, operations strategy, or related fields, preferably in telecommunications or other high-volume service industries.
• Proven success leading end-to-end journey redesigns and delivering complex projects/programs in cross-functional, matrixed environments.
• Strong analytical, communicat…