CX Loyalty Lead

TechDigital Group; Columbus (OH); On-site; USD 85,000 - 110,000; Full time

Job summary

TechDigital Group in Columbus, OH, seeks a CX Loyalty Lead to serve as the regional wireless SPOC, owning the relationship between wireless services and users who rely on them. The role blends problem management, user research, and customer analytics to translate insights into actionable requirements and improvements that boost satisfaction and loyalty across the region.

The position requires coordinating with regional IT, site, and business leaders, plus cross-functional teams to ensure timely

Qualifications

• Experience acting as a regional single point of contact for wireless or IT services.
• Ability to translate user research into actionable requirements and improvements.

Responsibilities

• Regional wireless SPOC and primary regional contact for wireless matters.
• Represent stakeholders to the delivery team and the delivery team to stakeholders.
• Maintain regular engagement with regional IT, site, and business leaders; conduct governance reviews.
• Coordinate with operations, engineering, and vendor teams to progress regional issues.
• Communicate service status, planned changes, and improvement initiatives clearly.
• Manage regional escalations and communications during high-impact incidents.

Skills

Regional SPOC

Problem management

Customer analytics

Job description

Top Skills:

• 1. Regional wireless SPOC
• 2. Problem Management
• 3. Surveys, personas, requirements, customer analytics

Summary:

We are seeking a CX Loyalty Lead to act as the regional wireless single point of contact (SPOC) for the Client, owning the relationship between the wireless service and the people who rely on it. You will combine problem management, user research, and customer analytics to understand how the Wi‑Fi experience is perceived and how it performs, and turn those insights into requirements and improvements that build satisfaction and loyalty across the region.

Key responsibilities

• Regional wireless SPOC
• Serve as the primary regional contact for wireless matters, representing the Client's stakeholders to the delivery team and the delivery team to the Client
• Maintain regular engagement with regional IT, site, and business leaders, including service reviews and governance meetings
• Coordinate across operations, engineering, and vendor teams to ensure regional issues and requests are progressed and closed
• Communicate service status, planned changes, and improvement initiatives clearly and proactively
• Manage regional escalations and own communication during high-impact situations