Customer Journey Design Manager Job ID: 2018-19902
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.