The Role

The Vice President of Experience is a key leader who will transform our Experience Department and organization. The VP leads a team to build a deep understanding of our customers and their needs. This critical role leads Experience while working closely with Sales, Operations, Product Management, Engineering, Finance, Marketing, and Technical Support to deliver a complete Experience solution.

The Main Responsibilities

• Communicate and present a clear and focused overview of customer insights to motivate, consider, shop, purchase, and renew Lumen products and services
• Inspire and enable game-changing ideas for our customers and the company
• Develop experience strategy, and partner with Cross-Functional teams to crystallize desired business outcomes and return on investment; interrogate solutions to generate hypotheses, and uncover insights that will increase the effectiveness of each new iteration of the work
• Ensure a great experience that reaches full utilization and value of the Company’s products and services
• Develop KPIs and metrics (NPS, etc.) that track Experience performance to provide visibility to the executive team
• Ensure Experience programs and engagements both maintain and grow existing accounts
• Partner cross-functionally to optimize customer communication, content and trainings
• Act as the “voice of the customer” and bring customer insights (direct and from other teams) into product, product marketing/messaging and customer service decisions
• Participate in the launch of Global Partner Solutions and contribute to the development of strategies, tools, and measurements that impact the partner experience. Expand the Customer Advisory Board to include dedicated partner tracks and build out a Partner Advisory Board
• Coach and enable Lumen and partners on best CX practices to improve NPS for PX and CX
• Educate company on competition and market/industry trends

What We Look For in a Candidate

What We Look For in a Candidate

• Bachelor’s degree with 10+ years of Experience Transformation
• Strong executive leadership experience with demonstrable results and successes
• Proven success developing strategy, creating a program, building project teams, implementing large-scale customer experience programs, and managing/improving customer experience programs across a large Enterprise organization
• Experience and comfortability working with all levels of leadership, decision makers, stakeholders, and external entities, to include public speaking, presentations, and selling strategic direction of an Experience organization
• Ability to influence an organization toward a unified goal and objective and being a change agent

Preferred qualifications

· Master’s Degree with 8+ years’ experience

Compensation

The starting salary for this role differs based on the employee’s primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual’s qualifications.

Location Based Pay Ranges

$167580 – $223440 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.
$176400 – $235200 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.
$185220 – $246960 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.
$194040 – $258720 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.

As with the pay range variety that’s based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.