Director, Customer Experience & Digital Strategy

Optimum Communications Inc.; New York (NY); On-site; USD 103,000 - 169,000; Full time

Job summary

Optimum Communications Inc. in New York seeks a Manager, Customer Experience & Digital Self‑Service Strategy to own and deliver end-to-end customer journeys across IVR, chat, app, web, retail and field.

You will translate customer evidence into redesign plans, drive cross‑functional workstreams, and apply automation and AI enablement to improve adoption, reduce costs and boost frontline productivity. This role reports to Senior Director and requires 5–8 years in CX, strong analytical skills, and

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 projects/programs in cross-functional, matrixed environments.
• Strong analytical, communication, and stakeholder management skills, with the ability to build business cases, leverage data for decision-making, and influence audiences.

Responsibilities

• Develop and maintain customer journey maps and service blueprints, documenting customer interactions, processes, systems, and ownership.
• Analyze journey performance using operational and customer metrics to identify, prioritize, and resolve pain points.
• Lead journey redesign efforts to simplify experiences, reduce handoffs, increase digital adoption, and implement proactive solutions.
• Manage end-to-end delivery plans, including scope, milestones, dependencies, risks, and go-live readiness.
• Coordinate cross-functional teams and vendors, proactively addressing issues and escalating risks with recommended actions.
• Provide clear executive reporting on progress, decisions, benefits, and delivery performance.
• Translate CX and digital strategy into prioritized journey, channel, and improvement roadmaps.
• Support business case development, benefit sizing, and investment prioritization for customer experience initiatives.
• Track delivery outcomes and benefit realization to ensure strategic objectives are achieved.

Skills

Journey design

Project management

Stakeholder management

Data analysis

Tools

CRM systems

OSS/BSS

Ticketing systems

Job description

Optimum Communications Inc. in New York seeks a Manager, Customer Experience & Digital Self‑Service Strategy to own and deliver end-to-end customer journeys across IVR, chat, app, web, retail and field.

You will translate customer evidence into redesign plans, drive cross‑functional workstreams, and apply automation and AI enablement to improve adoption, reduce costs and boost frontline productivity. This role reports to Senior Director and requires 5–8 years in CX, strong analytical skills, and