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Role Description

Lumen’s Commercial Strategy is seeking an experienced leader who has deep background and experience working with Executive Leadership teams and Customer Executives through sponsorship and advocacy programs. In this leadership role, you will inspire the opportunity to continue to innovate, to deliver differentiated experiences for our customers and partners, working in close partnership with our Commercial Teams.

The Director of Customer Experience will play a pivotal role in shaping and executing the customer strategy for large enterprise and large pursuit prospects. This leadership position is essential for driving programs that enhance customer satisfaction, loyalty, and overall business performance. The Director will work closely with senior leadership and cross-functional teams to oversee key strategic programs, ensuring a seamless and integrated customer experience across all touchpoints. This role reports to the VP of Commercial Strategy.

Main Responsibilities

• Develop and implement comprehensive program strategies that align with the company’s overall objectives and drive accelerated growth.
• Deep understanding and focus on customer business outcomes and business value insights through design-led thinking.
• Oversee the execution of key programs, ensuring timely delivery, scope adherence, and desired outcomes. Build programs from the ground up, focusing on measurement and prioritization to deliver maximum results.
• Foster alignment and ensure a unified approach to customer experience by working with sales, marketing, product, and partner teams.
• Utilize data and feedback to identify improvement opportunities and continuously enhance the customer journey.
• Establish and monitor KPIs to measure the success of initiatives and inform strategic decisions.
• Develop and lead a high-performing team, promoting a culture of diversity and inclusion within the team and across the organization.
• Thrive in a dynamic, fast-paced environment, managing change and driving transformation initiatives within the AI and technology arena.
• Drive growth by focusing on programs that increase revenue, accelerate deal velocity, and foster long-term customer relationships.
• Lead data gathering, analysis, and interpretation to create actionable insights driving desired results.
• Experience and understanding of partner ecosystems and co-sell motions.

Qualifications

• Bachelor’s degree in Marketing, Business, or a related field; MBA preferred.
• 2 plus years of experience in Marketing and Customer Experience, with 3-5 years in a director-level leadership role.
• Excellent interpersonal skills for successful interaction at all organizational levels.
• Professional presence to communicate and connect with B2B executive customers.
• Commitment to promoting diversity and inclusion.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Experience in a fast-paced, dynamic environment, comfortable with managing change and driving transformation initiatives.
• Passion for AI and a strong knowledge of the technology space.

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.

• $149,084 - $198,779 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.
• $156,539 - $208,718 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
• $163,993 - $218,657 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.

What to Expect Next

Requisition #: 341323

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.