Senior Director, AI-Driven CX & Digital Strategy

Optimum; New York (NY); On-site; USD 161,000 - 230,000; Full time

Job summary

Optimum, a leader in connectivity, seeks a Senior Director of Customer Experience and Digital Self-Service Strategy in New York. You will own CX vision, drive digital and AI-enabled self-service across journeys, and partner with Product, Technology, and Operations to deliver measurable improvements in customer satisfaction and cost-to-serve.

You will lead cross-functional teams, define roadmaps, monitor adoption and resolution, and develop business cases for journey investments.

Qualifications

• Bachelor's degree in a related field (MBA preferred).
• Minimum 10 years of Telecom/Broadband/related industry experience across Strategy, Customer Experience, Base Management, Product Management, Operations.
• Strong AI skills/knowledge and experience in applying AI solutions to solve business problems/outcomes.
• Ability to synthesize data, insights, industry knowledge to recommend and implement Customer Experience solutions that meaningfully impacts Revenue, EBITDA, Customer Churn/Survivability.
• Ability to analyze customer experience, identify improvements across NPS/OSAT opportunities, and work with cross-functional teams to improve customer satisfaction and drive sustained customer loyalty.
• Experience successfully working across levels and functional areas in a dynamic, fast-paced environment.

Responsibilities

• Define and execute CX and digital channel strategy across the customer lifecycle, translating the enterprise CX vision into prioritized journey and channel roadmaps.
• Reimagine and enhance the customer journeys that matter most by simplifying end-to-end experiences, reducing customer effort and contacts, and improving NPS while lowering cost-to-serve.
• Own journey performance management—establishing targets, governance, and routines to track adoption, resolution, and experience outcomes across channels and journeys.
• Lead cross-functional working teams through influence to redesign how work is done and deliver measurable outcomes.
• Provide clear business requirements for digital and AI tools, platforms, and automation that enhance CX, improve frontline productivity, increase self-service resolution, and reduce cost.
• Evaluate and pilot emerging platforms and market capabilities (including AI-enabled experiences) to identify opportunities for channel shift, personalization, and proactive service.
• Lead strategy and continuous improvement for priority journeys including Onboarding, Billing, Troubleshooting, and Resolution experiences.

Skills

AI skills

CX strategy

Cross-functional leadership

Data synthesis

NPS/OSAT analysis

Conflict resolution

Team leadership

Communication skills

Attention to detail

Education

Bachelor's degree (MBA preferred)

Job description

Optimum, a leader in connectivity, seeks a Senior Director of Customer Experience and Digital Self-Service Strategy in New York. You will own CX vision, drive digital and AI-enabled self-service across journeys, and partner with Product, Technology, and Operations to deliver measurable improvements in customer satisfaction and cost-to-serve.

You will lead cross-functional teams, define roadmaps, monitor adoption and resolution, and develop business cases for journey investments.