Director, Customer Experience

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

We are looking for a Director, Customer Experience to join our growing team! In this role, you will lead the design and execution of our customer experience initiatives across all customer interaction channels. You will be instrumental in developing and driving our customer-centric strategy, utilizing Voice of the Customer insights, performing customer journey analytics, and evolving our contact center and self-service capabilities to minimize customer effort and maximize satisfaction. You will play a key role in ensuring all customer interactions support our mission to deliver exceptional service efficiently and effectively.

As a Director, Customer Experience, your duties and responsibilities will include:

CX Strategy & Planning:
You will be responsible for developing and implementing a comprehensive customer experience strategy that aligns with the company’s business goals and customer-centric vision. This includes establishing frameworks to prioritize initiatives that balance improvements to the customer experience with measurable business outcomes. Collaborating closely with marketing, operations, IT, and other departments, the Director will ensure consistency and effectiveness in reducing customer friction and delivering value.

Voice of the Customer:
A key aspect of the role is managing a robust Voice of the Customer program to capture and analyze feedback from surveys, reviews, and other channels. The insights gathered will be used to prioritize investments in areas that directly impact the customer experience and align with business objectives. Acting as an advocate for the customer, you will ensure that customer needs and expectations are reflected in organizational decision-making processes

Customer Journey Analytics:
You will also map and analyze end-to-end customer journeys to identify pain points and opportunities for improvement. By leveraging journey analytics, you will prioritize initiatives that drive meaningful, measurable improvements in the customer experience, partnering with technology and operations teams to implement data-driven process enhancements.

Customer Contact Strategy:
Overseeing the development and optimization of processes within contact centers is a key deliverable for this leader. This includes aligning resources with initiatives that have the greatest measurable impact on customer experience and monitoring key metrics such as customer effort, first-contact resolution, average handle time, and customer satisfaction scores to guide continuous improvement efforts.

Customer Enablement:
You will be involved in leading the evolution of self-service capabilities, ensuring they are intuitive, reliable, and effective in meeting customer needs. These self-service enhancements will be aligned with broader customer experience strategies to improve efficiency while maintaining high-quality support for complex issues. You will evaluate and adopt innovative technologies to enhance self-service effectiveness while reducing operational costs.

Resource Deployment & Prioritization:
You will have a critical responsibility to develop and oversee processes for deploying resources to initiatives that have the greatest measurable impact on customer experience. This includes balancing improvements in customer satisfaction with business goals such as cost optimization, revenue growth, and operational efficiency. You will regularly assess the ROI of customer experience initiatives and reallocate resources as necessary to maximize their impact.

Leadership & Team Management:
Finally, you will build and lead a high-performing customer experience team, fostering a culture of collaboration, accountability, and innovation. By mentoring and developing team members, you will ensure alignment with company goals and support professional growth. As a key advocate for customer-centric practices, you will work to influence stakeholders across all levels of the organization.

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in Business, Marketing, Analytics, or a related field (Master’s preferred)
• 8+ years of experience (customer experience, strategic planning, transformation, or related field)
• Proven experience in developing and implementing customer experience strategies and using customer insights to drive performance improvements
• Strong analytical skills, with expertise in journey mapping, data analytics, and performance measurement
• Experience with contact center operations, self-service platforms and related technologies
• Excellent leadership, communication, and stakeholder management skills, with the ability to influence at all levels of the organization
• Demonstrated ability to manage complex projecs and drive organizational change
• Working knowledge of computers and Microsoft office suite of services (Outlook, Excel, Word, PowerPoint etc.)

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WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice