Altice USA
CX Journey Designer
Altice USA, Long Island City, New York, United States, 11101
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 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 are Optimum!
Job Summary
We're looking a Customer Journey Designer who is passionate about providing a first-class customer experience with the ability to map out current state, collectively identify improvement opportunities and create ideal state journey designs for delivery. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership, and accountability. The ideal candidate can conduct collaborative workshops and partner with product owners, sales leaders and engineers to design experiences that are customer focused and for key "moments of truth".
OPPORTUNITY:
As part of a company-wide effort to continually improve the customer experience, a national Customer Experience team has been created to dedicatedly focus on customer journey design mapping. This role will report to the VP, CX Operations and lead a team focused on customer experience improvement.
Bring with you the ability to work across Altice and its partners to gain insight regarding customer needs, employee needs, market perception of our quality of product, service experience gaps, operations requirements/processes, as well as comparing to best practices in the industry will be critical to influence decisions and drive outcomes.
Responsibilities
Lead cross functional workshops including M&S, Product, Field, Care, Engineering and CBM organizations to develop customer journeys and services maps.Leverage human-centered design principals to create compelling experiences as applied to customer journeys and for key "moments of truth"Map out current state of E2E support journeys to create a shared understanding of product & operational complexitiesCreate and visualize customer experiences and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction.Deliver unbiased future state solutions that align with our competitive landscape and digital transformation goals (Omni-Channel)Focus on cross-channel orchestration experiences that align the most appropriate channel to the right interaction to support the best customer experience for core audiences.Maintain customer journey documentation inclusive of voice of customer, KPIs, and insightsPartner with functions to prioritize needs and technical requirements based on business impact to deliver meaningful customer experiencesChampion delivering a concierge customer experience to customers, peers, and various internal business partners.Regularly measure success of implementation through analysis and tracking of ambition, accomplishments, and business impact.Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience.Measure the post launch results and metrics for new implementation efforts, how they compare to the forecast, and capture learnings for future implementation efforts.
Qualifications
Bachelor's Degree in Business or related discipline; Master's Degree (MBA) preferred6+ years' experience in Customer Journey and Design, preferably within the telecommunications industry.Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teamsDemonstrated experience keeping up with deadlines under pressure, prioritizing and managing multiple projects simultaneouslyLeadership presence, applying an analytical, conceptual, storytelling, and communication skillset to build confidence with senior leaders and influence decision-makingCross-Channel alignment capabilities working with technical teams and cross functional channel ownersPrevious leadership experience leading Product & Operations Strategy & Customer Service functions with ability to create strategic advantage and differentiated value in the market.Proven experience driving operating & customer experience excellence and supporting strategic decisions as the company continues to scale.Experience with data-driven methodologies (e.g., surveys, journey analytics, data science) to inform customer or brand strategy)Experience working in a matrix organization with the proven ability to influence at all levels of the organization.Strong process and data analytics acumen, and demonstrated ability to apply data analysis to make decisionsStrong interpersonal and influencing abilities, particularly when influencing others who are not in your organizationDemonstrated ability to work within large organizations, lead teams remotely and work cross-functionally
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.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details.
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 $77,112.00-$126,684.00/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
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 are Optimum!
Job Summary
We're looking a Customer Journey Designer who is passionate about providing a first-class customer experience with the ability to map out current state, collectively identify improvement opportunities and create ideal state journey designs for delivery. We think in customers' shoes and strive to solve problems at the root, and broadly. We embrace a culture of innovation, ownership, and accountability. The ideal candidate can conduct collaborative workshops and partner with product owners, sales leaders and engineers to design experiences that are customer focused and for key "moments of truth".
OPPORTUNITY:
As part of a company-wide effort to continually improve the customer experience, a national Customer Experience team has been created to dedicatedly focus on customer journey design mapping. This role will report to the VP, CX Operations and lead a team focused on customer experience improvement.
Bring with you the ability to work across Altice and its partners to gain insight regarding customer needs, employee needs, market perception of our quality of product, service experience gaps, operations requirements/processes, as well as comparing to best practices in the industry will be critical to influence decisions and drive outcomes.
Responsibilities
Lead cross functional workshops including M&S, Product, Field, Care, Engineering and CBM organizations to develop customer journeys and services maps.Leverage human-centered design principals to create compelling experiences as applied to customer journeys and for key "moments of truth"Map out current state of E2E support journeys to create a shared understanding of product & operational complexitiesCreate and visualize customer experiences and map customer journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints and highlighting areas of friction.Deliver unbiased future state solutions that align with our competitive landscape and digital transformation goals (Omni-Channel)Focus on cross-channel orchestration experiences that align the most appropriate channel to the right interaction to support the best customer experience for core audiences.Maintain customer journey documentation inclusive of voice of customer, KPIs, and insightsPartner with functions to prioritize needs and technical requirements based on business impact to deliver meaningful customer experiencesChampion delivering a concierge customer experience to customers, peers, and various internal business partners.Regularly measure success of implementation through analysis and tracking of ambition, accomplishments, and business impact.Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the evolving current state experience.Measure the post launch results and metrics for new implementation efforts, how they compare to the forecast, and capture learnings for future implementation efforts.
Qualifications
Bachelor's Degree in Business or related discipline; Master's Degree (MBA) preferred6+ years' experience in Customer Journey and Design, preferably within the telecommunications industry.Experience with executive communication and synthesis of complex or technical concepts to non-technical partners and leadership audiences to influence the strategy of those teamsDemonstrated experience keeping up with deadlines under pressure, prioritizing and managing multiple projects simultaneouslyLeadership presence, applying an analytical, conceptual, storytelling, and communication skillset to build confidence with senior leaders and influence decision-makingCross-Channel alignment capabilities working with technical teams and cross functional channel ownersPrevious leadership experience leading Product & Operations Strategy & Customer Service functions with ability to create strategic advantage and differentiated value in the market.Proven experience driving operating & customer experience excellence and supporting strategic decisions as the company continues to scale.Experience with data-driven methodologies (e.g., surveys, journey analytics, data science) to inform customer or brand strategy)Experience working in a matrix organization with the proven ability to influence at all levels of the organization.Strong process and data analytics acumen, and demonstrated ability to apply data analysis to make decisionsStrong interpersonal and influencing abilities, particularly when influencing others who are not in your organizationDemonstrated ability to work within large organizations, lead teams remotely and work cross-functionally
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.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQfor further details.
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 $77,112.00-$126,684.00/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