Lead, Customer Experience & Journey Strategy

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

Job summary

Optimum is seeking a Manager, Customer Experience & Digital Self‑Service Strategy in New York. This hands‑on role drives the design and delivery of journeys across IVR, chat, app, web, retail, care and field, translating customer evidence into actionable plans for Product, Technology, and Operations teams.

You will map journeys, diagnose frictions, and redesign experiences to improve adoption, reduce cost‑to‑serve, and boost frontline productivity through digital, automation, and AI-enabled

Qualifications

• 5–8 years of experience in customer experience, journey management, or related fields.
• Proven success leading end-to-end journey redesigns and large projects.
• Strong analytical, communication, and stakeholder management skills.

Responsibilities

• Develop and maintain customer journey maps and service blueprints across channels.
• Analyze journey performance using metrics to identify pain points and prioritize fixes.
• Lead cross-functional redesign efforts to simplify experiences and increase digital adoption.
• Manage end-to-end delivery plans with milestones and risks.
• Provide executive reporting on progress, benefits and delivery performance.
• Support governance and continuous improvement across stakeholders.

Skills

Customer experience

Journey management

Digital transformation

Operations strategy

Stakeholder management

Analytical skills

Tools

CRM

OSS/BSS

Ticketing systems

Order management

Network data

Job description

Optimum is seeking a Manager, Customer Experience & Digital Self‑Service Strategy in New York. This hands‑on role drives the design and delivery of journeys across IVR, chat, app, web, retail, care and field, translating customer evidence into actionable plans for Product, Technology, and Operations teams.

You will map journeys, diagnose frictions, and redesign experiences to improve adoption, reduce cost‑to‑serve, and boost frontline productivity through digital, automation, and AI-enabled