Job Description:

Manager - Customer Experience (CX) Design

Job ID: 2020-25945

Location:

1111 Stewart Ave,

Bethpage,
NY 11714

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Job Summary

The Manager of Customer Experience Design, under the guidance of the Director of Customer Experience Design, is responsible for leading and executing assigned initiatives impacting Altice USA enterprise processes and customer experiences (CX). Primarily focusing on assessing, researching, designing, viewing and then improving the interactions between Altice USA and our customers - from the customers' perspective while also balancing operational savings and eliminating wasted effort.

Responsible for leading high visibility engagements with key stakeholders, addressing complex interdepartmental challenges. Manager CX Design will need to communicate both strategically and tactically to technical experts, 3rd party vendors and top-level executive leaders. They will be working closely with all levels to define and implement customer centric solutions, institute rigor and consistency around implementation, as well as drive success-based metrics for assigned project initiatives. IVR (Interactive Voice Response), Call Routing knowledge and Chat Messaging experience is desired.

Responsibilities

• Lead high-impact initiatives to improve the end-to-end experience for Altice USA customers


• Develop and implement customer centric tactics and plans that move the actual customer experience to the desired customer experience


• Provide Operational and Business teams with extensive wireless industry guidance in support of customer journeys, functional requirements and operational processes


• Identify problem areas within current customer experience and provide recommendations to address problems by leveraging wireless/cable experience


• Work across multiple teams to analyze content being produced and ensure gaps are minimized


• Work with business units to obtain input/guidance where necessary


• Ensure teams are communicating together and help resolve any misinterpretation of intended customer experience


• Be an advocate for the customer by drafting customer journeys that uncover and address customer experience pain points while ensuring that needs and expectations are met and exceeded


• Turn data into actionable product, support, and operational improvements


• Become a subject matter expert and essential thought partner on wireless industry and trends to aid in developing a best in class customer experience


• Communicate the customer centric philosophy and successes of the organization internally and externally

Perks of Working for Altice:

• Medical, Dental & Vision Insurance available on your first day!


• Paid Vacation and Sick Pay


• Tuition reimbursement


• Significantly discounted TV/Internet/Phone employee product benefit


• And much more!

Qualifications

• IVR / Call Routing and Chat Messaging design experience preferred


• Ability to translate requirements and design into customer experience perspective


• Exposure to customer journey mapping and persona development


• Strong verbal and written presentation skills


• An ability to present and discuss technical and functional information in a clear and concise way that explains complex topics, is persuasive and promotes consensus


• Must be able to present customer experience gaps and make improvement recommendations to senior level executives


• Understands business initiatives/business units supported to provide recommendations regarding the customer experience opportunities in support of business objectives


• Coordinates with internal and external supporting organizations to deliver solutions to business units


• Strong Program/Project Management skills


• Resourceful and flexible to ongoing change


• 3 or more years of facilitation/leadership experience, where drive, entrepreneurship, structured thinking, strategic insights and relationship building were demonstrated


• Bachelor's degree or equivalent required


• Working knowledge of BPM, PM, Agile & Waterfall methodologies and Six Sigma, certification desired


• Understanding of speech recognition and digital care best practices

Key non-reporting relationships will include OC Leaders to EVP Consumer Services setting strategic priorities. Customer Data and Info Systems Managers, Directors, and Project Managers providing technical expertise regarding assignment initiatives. Business Unit Directors and Managers on providing operational expertise and insight regarding assigned initiatives. With Project Management and Operational Support Directors and Managers they will be collaborating on in-flight / planned projects to ensure that knowledge content is developed and distributed on assigned projects.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

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