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We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. 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. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We areOptimum!
Senior Director, Customer Journey Transformation Lead
Altice USA is seeking a highly experienced Senior Director to lead our Customer Journey Design & Transformation team. As Senior Director you will be an entrusted member of the broader Customer Experience practice. You will play a pivotal role in driving customer satisfaction and loyalty by analyzing insights and feedback, identifying areas for improvement, and partnering with cross-functional teams to develop and implement strategies that enhance the overall customer experience for the Optimum brand.
As a Customer Journey Transformation Lead, you will be responsible for crafting and optimizing the end-to-end customer journeys across various segments, use cases, and verticals. You will focus on understanding customer personas, pain points and challenges and develop recommendations that remediate process breaks and challenges, as well as lay out future state visions to enhance the customer experience.
This role requires a strong understanding of the cable/ telecommunications industry and deep collaboration with product, marketing, sales, digital, technology, engineering and all customer facing teams to align and implement customer-centric journey solutions.
Responsibilities
Gather and analyze customer feedback through various channels, including surveys, interviews, and journey analytics tools to identify emerging trends and issues, perform deep dive analysis to uncover wins and opportunities.
Facilitate cross-functional workshops and collaborate deeply with product, product marketing, sales, and customer success teams to ensure alignment and integration of customer experience strategies.
As the Customer Journey Transformation Lead, you will have the opportunity to propose innovative and cutting-edge solutions. You are a perfect fit for this role if you are passionate about your work and thrive in a fast-paced environment that will test your flexibility, leadership skills, strategic thinking and stakeholder management capabilities.
Required Skills and Experience
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
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This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in the posted location is $161,186.00-$230,265.00/year. The rate/range provided herein is the anticipated pay at the time of hire, and does not reflect future job opportunity.
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace
Minimum Salary: 31200.00
Maximum Salary: 31200.00
Salary Unit: Yearly