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; maintains positive relationships even under difficult circumstances.

• Strong…