Digital Customer Experience Manager
Company Description
At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.
Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.
Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.
Job Description
The Digital Customer Experience Manager supports the execution and continuous optimization of authenticated and unauthenticated digital experiences across web and mobile applications for existing broadband customers. Reporting to the Digital Base Management Lead, this role creates intuitive, personalized, and frictionless digital journeys that enable customers to manage their services while driving revenue growth, increasing customer value, improving retention, and reducing customer effort.
A key focus of this role is identifying and executing digital optimization opportunities and supporting go-to-market initiatives by developing clear experience requirements, analyzing customer behavior and performance, and partnering with UX/UI, Product, Engineering, Analytics, IT, CRM, Marketing and Customer Care to bring improvements to market.
Key Responsibilities
- Support the execution of the strategy and roadmap for authenticated & unauthenticated digital customer experiences across web and mobile applications, including account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service.
- Lead continuous optimization of existing digital experiences by identifying customer friction, performance gaps, conversion opportunities, and opportunities to improve customer effort and engagement.
- Develop clear, actionable digital experience requirements for go-to-market initiatives, business requests, enhancements, and optimization opportunities, translating business objectives into customer-centric digital solutions.
- Translate customer needs, behavioral insights and journey friction points into clearly defined experience problems, requirements and recommendations.
- Partner closely with UX/UI teams to design intuitive, engaging, and accessible customer experiences across authenticated digital channels.
- Leverage digital analytics and customer behavior tools, including Google Analytics, FullStory, and similar platforms, to identify journey friction, customer behavior trends, conversion opportunities, and areas for continuous improvement.
- Lead testing, experimentation, and continuous optimization across the digital customer experience, including A/B and multivariate testing, personalization, segmentation, and offer optimization.
- Develop hypotheses based on customer insights and performance data, establish success metrics, measure results, and translate learnings into scalable improvements that increase conversion, engagement, retention, and customer value.
- Monitor, and continuously improve key performance indicators, including digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection.
- Support the development of KPI dashboards and compelling data stories using tools such as Looker and Power BI to translate digital performance data into actionable business insights and recommendations.
- Work within Agile development environments to translate business requirements into executable digital initiatives and support successful implementation and ongoing optimization.
- May perform other duties as assigned.
The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
Qualifications
Education & Experience
- Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field.
- Minimum of 5 years of experience in eCommerce, digital product management, website/app optimization, customer experience, or customer lifecycle/base management.
- Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, conversion, or customer satisfaction outcomes.
- Experience managing or optimizing authenticated digital, eCommerce, or customer self-service experiences.
- Experience working in Agile development environments and partnering with technical and product teams.
Skills & Competencies
- Strong understanding of digital customer experience, eCommerce, customer lifecycle management, and self-service strategies.
- Demonstrated ability to translate customer needs, behavioral insights, and business objectives into digital strategies, roadmaps, and actionable requirements.
- Strong knowledge of upsell, cross-sell, retention, personalization, and customer engagement strategies.
- Experience using digital analytics and behavioral tools such as Google Analytics, FullStory, or similar platforms.
- Experience with experimentation and optimization methodologies, including A/B testing, multivariate testing, segmentation, and personalization.
- Working knowledge of CRM, personalization, and marketing technology platforms.
- Ability to analyze complex performance data and translate insights into actionable strategies and measurable improvements.
- Experience developing and monitoring digital KPIs, dashboards, and performance reporting using tools such as Looker, Power BI, or similar business intelligence platforms.
- Strong understanding of UX/UI principles and customer journey optimization.
- Strong cross-functional collaboration and stakeholder management skills, with the ability to influence teams across Marketing, Product, Technology, Analytics, Sales, and Customer Care.
- Strong strategic thinking, problem-solving, prioritization, and decision-making capabilities.
- Excellent written and verbal communication skills in English.
Preferred Qualifications
- Experience in broadband, telecommunications, or subscription-based services.
- Experience developing or optimizing Wi-Fi management, account management, billing and payment, or digital support experiences.
- Experience managing authenticated web and mobile application experiences.
- Experience with customer base management and lifecycle marketing strategies.
- Advanced experience with digital experimentation, personalization, and optimization frameworks.
- Experience partnering with CRM, UX/UI, Product, Engineering, and data teams in an Agile environment.
Physical Demands & Work Conditions
- Ability to communicate effectively through virtual and in-person meetings.
- May require occasional travel based on business needs.
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Additional Information
WHY JOIN US?
We aspire to contemporary ways of working.
Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
We offer competitive compensation and comprehensive benefits.
Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
Inclusion and belonging are at the center of our grounding belief in Being Real.
When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact [email protected] to initiate the accommodations process.
For all applicants, please take a moment to review our Privacy Notices:
