Digital Customer Experience Manager

• Support the execution of the strategy and roadmap for authenticated & unauthenticated digital customer experiences across web and mobile applications, including account management, billing and payments, speed upgrades, value-added services, Wi-Fi management, digital support, and online self-service.
• Lead continuous optimization of existing digital experiences by identifying customer friction, performance gaps, conversion opportunities, and opportunities to improve customer effort and engagement.
• Develop clear, actionable digital experience requirements for go-to-market initiatives, business requests, enhancements, and optimization opportunities, translating business objectives into customer‑centric digital solutions.
• Translate customer needs, behavioral insights and journey friction points into clearly defined experience problems, requirements and recommendations.
• Partner closely with UX/UI teams to design intuitive, engaging, and accessible customer experiences across authenticated digital channels.
• Leverage digital analytics and customer behavior tools, including Google Analytics, Full Story, and similar platforms, to identify journey friction, customer behavior trends, conversion opportunities, and areas for continuous improvement.
• Lead testing, experimentation, and continuous optimization across the digital customer experience, including A/B and multivariate testing, personalization, segmentation, and offer optimization.
• Develop hypotheses based on customer insights and performance data, establish success metrics, measure results, and translate learnings into scalable improvements that increase conversion, engagement, retention, and customer value.
• Monitor, and continuously improve key performance indicators, including digital revenue, upgrade conversion, digital attach rate, ARPU growth, self-service utilization, task completion rate, customer effort, NPS, churn reduction, and digital support deflection.
• Support the development of KPI dashboards and compelling data stories using tools such as Looker and Power BI to translate digital performance data into actionable business insights and recommendations.
• Work within Agile development environments to translate business requirements into executable digital initiatives and support successful implementation and ongoing optimization.
• May perform other duties as assigned.

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management,
our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best‑in‑class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

• Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field.
• Minimum of 5 years of experience in eCommerce, digital product management, website/app optimization, customer experience, or customer lifecycle/base management.
• Minimum of 3 years of experience driving customer‑facing digital experiences tied to revenue, retention, conversion, or customer satisfaction outcomes.
• Experience…