Sr Lead Customer Experience Manager

About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. The Role In this role as a leader of Customer Experience Advocacy, you will enable the successful transformation of the Lumen customer journey by developing and executing on an enterprise-wide customer advocacy strategy. The main goal will be building a program where we can listen, learn from, and act upon customer feedback to transform Lumen customers to become loyalists. This position partners closely with internal stakeholders, and specifically the acquisition and customer success teams, to build out an end-to-end customer advocacy and reference program. You will play a pivotal role in creating alignment across the business through the creation of clear, consistent, and easy to understand materials that promote customer experience philosophies externally. The Main Responsibilities

• Responsible for launching an automated, scalable customer advocacy program and customer community to cultivate external Lumen advocates within our customer, consultant and thought leader community.
• Manage and maintain customer reference and loyalty programs.
• Partner with the Customer Advisory Board CX Lead to drive full alignment towards customer advocacy
• Develop and maintain an executive calling plan strategy in alignment with segment marketing teams with their executive sponsorship programs that will feed into the calling plan.
• Develop and maintain an outside-in CX message aligned with our brand message. Partner with all functional business units to incorporate the message in all customer communications.
• Develop a modern Executive Presence program with high impact messaging. Identify influential conferences, events, social media platforms, and media partners (earned and owned) for placement. Train executive speakers on the CX story
• Partner with the CX Program Lead to create a CX social media strategy to build influencer positioning for executives, and an accessible platform for employee engagement. Build Lumen communities and participate in strategic watering holes.
• Build a media relations strategy with the media relations team and partner with the CX Program Management Lead to identify authentic storylines and community opportunities to bring forward the Lumen CX story.
• Standardize tools, disciplined processes, and best practice communications for day-to-day touch points with customers. Partner with all functional business units to incorporate these standards and tools in a consistent manner.

RequiredWhat We Look For in a Candidate

• Bachelor's degree or equivalent education andor relevant experience
• Relevant marketing experience
• Experience in establishing and directing strategic plans and objectives, customer journey mapping, Net Promoter Score (NPS) and customer feedback methodology.

Preferred

• Master's degree in related field

Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $103,711 - $138,281 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $108,896 - $145,195 in these states: CO HI MI MN NC NH NV OR RI $114,082 - $152,109 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn More About Lumen's

• Benefits
• Bonus Structure

Requisition #: 337925 Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name. Application Deadline 04/24/2025