• Owns the vision, roadmap, and performance of digital self-service experiences for broadband customers, including account management, Wi-Fi management, and online support capabilities • Leads the development and optimization of personalized eCommerce journeys that drive speed upgrades, value-added service adoption, and retention outcomes across authenticated customer channels • Partners with Marketing Base Management and CRM teams to align lifecycle strategies, offers, and messaging with digital execution and personalization capabilities • Uses customer insights, behavioral data, and experimentation to continuously improve conversion, engagement, and customer satisfaction across self-service touchpoints • Establishes and tracks performance against key KPIs including churn reduction, ARPU growth, value-added service attach rates, and Net Promoter Score (NPS) • Exercises independent judgment to prioritize initiatives, balance customer experience with commercial goals, and make data-informed decisions on roadmap tradeoffs and enhancements