Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Customer Journey Design Manager

Expired Job

Altice USA Bethpage , NY 11714

Posted 6 months ago

Customer Journey Design Manager Job ID: 2018-19902

Location:

Bethpage, NY

Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands. From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.

The Customer Journey/Business Process Manager is responsible for leading and executing assigned initiatives impacting Altice USA enterprise processes and customer experiences (CX). This position will be responsible for primarily focusing on designing, viewing and then improving the interactions between Altice USA and our customers from the customers' perspective and across the entire journey they have with our business.

Utilizes Business Process Management (BPM), Project Management (PM), and Six Sigma sub-methodologies: DMAIC (define, measure, analyze, improve, control) and DMADV (define, measure, analyze, design, verify) to evaluate the quality of relevant operational procedures. This person will lead high visibility engagements with key business stakeholders, addressing complex interdepartmental challenges.

This person 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. Over-the-top content (OTT) and/or MVNO implementation experience would be very beneficial to the role; but not required. Performs other duties and participates in special projects as assigned.

  • Bachelor degree or equivalent experience required

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

  • 3 or more years of experience in business process re-engineering or process improvement, involving information systems and utilizing tools and techniques to effect business change

  • 3 or more years of experience in development, implementation and maintenance of process changes preferably across multiple organizations & experience in organizing, planning and executing projects from conception through implementation

  • Previous experience in Customer Experience (CX) roles with exposure to design and delivery is necessary. Customer Journey mapping & persona development experience is needed

  • Previous experience designing Customer Experience journeys from inception is highly desirable

  • Knowledge of conducting industry, market, competitive and value chain analysis, and developing customer centric operating models.

  • Experience in business analysis and understanding business requirements, demonstration of keen business acumen and analysis identifying opportunities / issues, synthesizing and identifying trends and patterns, drawing conclusions and making recommendations

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

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

We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Associate

Walgreens

Posted 1 week ago

VIEW JOBS 12/1/2018 12:00:00 AM 2019-03-01T00:00 * Models and delivers a distinctive and delightful customer experience. * Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Customer Experience * Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience. * Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.). Operations * Provides customers with courteous, friendly, fast, and efficient service. * Recommends items for sale to customer and recommends trade-up and/or companion items. * Registers customer purchases on assigned cash register, collects cash and distributes change as requested; processes voids, returns, rain checks, refunds, and exchanges as needed. * Keeps counters and shelves clean and well merchandised, takes inventory, and maintains records. Checks in and prices merchandise as required or as directed by store manager or communicated by the shift leader. * Implements Company asset protection procedures to identify and minimize profit loss. * Ensures compliance with state and local laws regarding regulated products (e.g., alcoholic beverages and tobacco products). * Constructs and maintains displays, including promotional, seasonal, super structures, and sale merchandise. Completes resets and revisions as directed. * Assists with separation of food items (e.g., raw foods from pre-cooked) and product placement as specified by policies/procedures (e.g., raw and frozen meats on bottom shelves). For consumable items, assists in stock rotation, using the first in, first out method and restock outs. * Has working knowledge of store systems and store equipment. * Provides customer service in the photo area, including digital passport photo service, poster print and creative machine, suggestive sell of promotional photo products. * Assumes web pick-up responsibilities (monitors orders in Picture Care Plus, fills orders (pick items), delivers orders to customers as they arrive at store). * Assists with exterior and interior maintenance by ensuring clean, neat, orderly store condition and appearance. * Complies with all company policies and procedures; maintains respectful relationships with coworkers. * Completes special assignments and other tasks as assigned. Training & Personal Development * Attends training and completes PPLs requested by Manager or assigned by corporate. Walgreens Bethpage NY

Customer Journey Design Manager

Expired Job

Altice USA