VP, Digital Service & CX

New technology enthusiast. Customer advocate who is passionate about creating great end-user experiences. Tech-savvy, collaborative, and innovative. Did we just describe you? If so, consider joining the Conversational Channels team at Spectrum.

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our engineers utilize interactive voice response (IVR) and Chatbot to give customers the help they need without human intervention. Our CX and customer service innovation helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Vice President, Digital Service & CX on the Conversational Channels team, you'll be responsible for defining and delivering an industry-leading customer experience across multiple digital customer service channels, with a focus on the IVR, Chat Bots/IVA and 2-way rich communication services (RCS) messaging.

WHAT YOU CAN EXPECT IN THIS ROLE

• Actively and consistently lead all efforts to simplify and enhance the customer experience using conversational design principles and AI/ML/NLP/LLM based technologies at scale.
• Deliver the end-to-end customer experience for multiple digital service channels using omni-channel strategies.
• Utilizing data from customer insights, KPIs and industry analysis to make data-based product design decisions
• Creating and visualizing customer personae and mapping client journeys throughout the lifecycle, assessing the current state experience, capturing touchpoints, and highlighting areas of friction
• Partnering with Product, Call Center, Field Operations, Engineering, and other business units to define product strategies and business requirements
• Driving conversational customer experiences across multiple channels by advising on design/redesign of customer journeys & processes.
• Working with the UI/UX and technology teams to create prototypes, conduct experiments and usability testing, to identify and eliminate customer pain points
• Acting as IVR and Chat Bots/IVA channel owner to establish business KPIs and an automated mechanism for KPI tracking
• Responsible for driving new business cases with measurable ROIs and long-term business outcomes; Corresponding budget (Capital and Operating) and schedule ownership.

If you possess the unique blend of strategic thinking, creativity, technical proficiency, and operational excellence, this may be the role for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Designing or developing customer experience: 10 years or more; Team management and development: 10 years or more; Leading Digital Product Management or Customer Service; 7 years or more
• Education: BA/BS in Product Management Design, Computer Science, or equivalent work experience
• Skills: Project management skills within Agile & Waterfall methodologies; Understanding software development lifecycle and processes; Understanding AI/ML/NLP/LLM technologies and cloud-based IVR/IVA (Chat Bots) implementations; Budget management; Customer Experience Designs
• Abilities: Effective communication, leadership, and presentation skills; Effective facilitation, brainstorming, and collaboration skills; Extensive knowledge of emerging digital trends and technologies; Providing leadership and direction to cross-functional and virtual teams; Critical and independent thinker who takes direct ownership; Make decisions and solve problems while working under pressure; Influence key internal and external stakeholders and build consensus; Build and lead high performing team; Vendor management;
• Working environment: In-office

Preferred Qualifications

• Education: Master's Degree

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed