Senior Customer Experience Specialist

PURPOSE OF POSITION:

Own and continuously improve assigned stages of the customer journey to ensure a consistent, high-quality experience across all touchpoints. Identify friction points and opportunities for enhancement, translating customer needs into actionable initiatives. Uphold experience standards while leading cross-functional collaboration to execute customer experience (CX) improvements that drive satisfaction, loyalty, and ease of interaction.

• Drive execution of assigned CX improvements in partnership with accountable teams.
• Confirm ownership, timelines, and handoffs for journey improvement initiatives.
• Track initiative progress and flag risks or delays to CX leadership.
• Coordinate with Contact Center, Retail, and Digital teams to embed improvement actions into frontline and digital experiences.
• Ensure Voice of Customer (VoC) insights are incorporated into journey improvement discussions and goals.

• Lead cross-functional execution of complex CX initiatives from concept through delivery.
• Align leaders and teams on accountability, sequencing, and delivery milestones.
• Partner closely with Digital to ensure e-commerce and self-service experiences meet defined CX standards.
• Align with CX Operations to embed operational notifications and VoC feedback into experience goals and governance.
• Act as a change leader, influencing behaviors, decision‑making, and operating models to sustain experience improvements.

• Monitor journey-level KPIs, including satisfaction, resolution rate, and handoff effectiveness.
• Analyze performance trends and identify journey breakdowns and improvement opportunities.
• Contribute to root cause analyses in partnership with CX Operations and channel teams.
• Support maintenance of a prioritized CX backlog by assessing customer impact and operational feasibility.
• Prepare recurring CX performance updates and dashboards identifying trends, issues, and recommended priorities.
• Escalate critical experience breakdowns requiring senior intervention.

• Define and maintain experience measurement standards, ensuring consistent metrics, surveys, and data collection across channels.
• Lead cross-channel root cause analysis to diagnose systemic experience issues.
• Set CX initiative prioritization based on customer impact, business value, and strategic alignment.
• Own the CX backlog and roadmap for assigned journeys.
• Deliver executive-level CX reporting, highlighting trends, risks, and priority recommendations.

• Own assigned customer journey stages and associated experience standards across channels.
• Conduct current-state journey assessments to identify friction points and gaps.
• Support definition of target‑state journeys aligned to CX principles and business goals.
• Maintain journey documentation and updates within the CX roadmap for owned stages.
• Partner with Digital, Contact Center, and Retail teams to ensure journey standards are reflected in day‑to‑day execution.
• Escalate changes to owned journeys that degrade experience standards.
• Escalate CX initiatives without defined customer impact or business case.

• Lead comprehensive current-state assessments and define future‑state journeys that transform customer outcomes.
• Set experience standards across channels, ensuring enterprise‑wide consistency.
• Influence enterprise roadmap decisions by aligning journey strategy with broader business priorities.
• Serve as a subject matter expert on assigned journeys, advising leadership on experience design and trade‑offs.

• ACCOUNTABILITY
  - Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES
  - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI's Code of Conduct for Employees - the Basic Principles.
• COLLABORATION
  - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
• Strong cross functional collaboration skills, with the ability to work effectively at all levels of the organization and build relationships that support key priorities.
• COMMUNICATION
  - Conveys thoughts and expresses ideas appropriately and professionally.
• Excellent verbal, written, and digital communication skills.
• Ability to prepare accurate and decipherable reports, presentations, training material, and recommendations.
• COMPLIANCE
  - Follows internal controls; protects confidential information; abides by GCI's Code of Business Conduct & Ethics.
• CUSTOMER FOCUS
  - Demonstrates commitment to service excellence; gives high priority to customer sati