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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Cross-Functional Execution

+ 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.

Additional Senior Level Expectations:

+ 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.

Performance Measurement, Insights & Prioritization

+ 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.

Additional Senior Level Expectations:

+ 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.

Customer Journey Ownership

+ 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.

Additional Senior Level Expectations:

+ 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.

COMPETENCIES:

+ 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;…