Digital Customer Experience Manager

Job Description:

• Support execution of the strategy and roadmap for authenticated and unauthenticated digital customer experiences across web and mobile applications
• Optimize account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service experiences
• Identify customer friction, performance gaps, conversion opportunities, and ways to improve customer effort and engagement
• Develop actionable digital experience requirements for go-to-market initiatives, business requests, enhancements, and optimization opportunities
• Translate customer needs, behavioral insights, and journey friction points into experience problems, requirements, and recommendations
• Partner with UX/UI teams to design intuitive, engaging, and accessible customer experiences
• Use Google Analytics, FullStory, and similar platforms to analyze customer behavior, journey friction, trends, and conversion opportunities
• Lead A/B and multivariate testing, personalization, segmentation, and offer optimization
• Develop hypotheses, establish success metrics, measure results, and scale improvements
• Monitor and improve KPIs including digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection
• Support KPI dashboards and data stories using Looker, Power BI, and similar tools
• Work in Agile development environments to translate business requirements into executable digital initiatives
• Partner with Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care teams
• Report to the Digital Base Management Lead
• Perform other duties as assigned

Requirements:

• Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field
• Minimum of 5 years of experience in eCommerce, digital product management, website/app optimization, customer experience, or customer lifecycle/base management
• Minimum of 3 years of experience driving customer-facing digital experiences tied to revenue, retention, conversion, or customer satisfaction outcomes
• Experience managing or optimizing authenticated digital, eCommerce, or customer self-service experiences
• Experience working in Agile development environments and partnering with technical and product teams
• Strong understanding of digital customer experience, eCommerce, customer lifecycle management, and self-service strategies
• Ability to translate customer needs, behavioral insights, and business objectives into digital strategies, roadmaps, and actionable requirements
• Knowledge of upsell, cross-sell, retention, personalization, and customer engagement strategies
• Experience using Google Analytics, FullStory, or similar digital analytics and behavioral tools
• Experience with A/B testing, multivariate testing, segmentation, and personalization
• Working knowledge of CRM, personalization, and marketing technology platforms
• Ability to analyze complex performance data and translate insights into actionable strategies and measurable improvements
• Experience developing and monitoring digital KPIs, dashboards, and performance reporting using Looker, Power BI, or similar business intelligence platforms
• Understanding of UX/UI principles and customer journey optimization
• Cross-functional collaboration and stakeholder management skills
• Strategic thinking, problem-solving, prioritization, and decision-making capabilities
• Excellent written and verbal communication skills in English

Benefits:

• Competitive compensation
• Comprehensive medical, dental, vision, and life insurance
• Employee assistance program
• 401K plan with company match
• Voluntary benefits
• Paid time off programs
• Wellness support promoting physical, emotional, and financial health
• Remote, hybrid, office, or field-based work arrangements depending on the position, business needs, and individual circumstances
• Technology enabling team connectivity
• Occasional travel based on business needs