CX Design & Digital Strategy Manager

Optimum Communications Inc.

Plano (TX)

Hybrid

USD 103,000 - 169,000

Full time

3 days ago

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Job summary

Optimum is seeking a Manager of Customer Experience & Digital Self‑Service Strategy to drive the design, delivery, and governance of priority customer journeys across IVR, chat, app, web, retail, and field channels.

The role translates customer evidence into actionable journey redesigns, then converts plans into requirements, dependencies, and timelines for Product, Technology, Operations and Data teams. Strong CX leadership, analytics, and vendor coordination are essential.

Qualifications

5-8 years of experience in customer experience, journey management, service design, digital transformation, operations strategy, or related fields.
Proven success leading end-to-end journey redesigns and delivering complex programs in cross-functional environments.
Strong analytical, communication, and stakeholder management skills, with data-driven decision making.

Responsibilities

Develop and maintain customer journey maps and service blueprints across channels.
Lead end-to-end delivery plans with milestones, risks, and go-live readiness.
Translate CX and digital strategy into prioritized roadmaps and business cases.
Convert journey improvements into business requirements, user stories, and acceptance criteria.
Build governance and performance dashboards to measure outcomes and improvements.