Lead Digital Customer

This position requires office presence of a minimum of 5 days per week and is only located in the location(s) posted. No relocation is offered.
The Lead Digital Customer Growth professional is a strategic individual contributor responsible for driving digital growth initiatives, customer experience transformation, and business performance improvements across AT&T's digital channels.

This role serves as the bridge between business strategy and product execution, partnering closely with Product, Technology, UX/UI, Analytics, Operations, and Marketing teams to identify opportunities, define business requirements, prioritize investment decisions, and deliver measurable business outcomes.

The ideal candidate combines digital commerce expertise, business analysis skills, customer-centric thinking, and strong stakeholder management capabilities to lead complex initiatives that enhance customer experiences, improve conversion, drive revenue growth, and support strategic business objectives.

This position influences enterprise-wide initiatives without direct authority and is expected to operate as a trusted advisor to business leaders while ensuring successful execution through cross-functional collaboration. The role is responsible for translating customer needs, business priorities, and growth opportunities into actionable requirements, business cases, and delivery-ready solutions. Success in this position requires strong business analysis expertise, customer journey ownership, data-driven decision making, and the ability to influence roadmap decisions through strategic insights and cross-functional partnership.

• Lead requirements gathering efforts for complex customer-facing digital experiences and platform enhancements.
• Partner with stakeholders to define business needs, customer problems, operational considerations, and desired outcomes.
• Create and maintain Business Requirements Documents (BRDs), business process flows, use cases, functional requirements, epics, features, user stories, and acceptance criteria.
• Facilitate discovery sessions, stakeholder interviews, requirements workshops, and design reviews.
• Establish traceability between business objectives, customer needs, requirements, and delivered solutions.
• Define reporting, analytics, operational readiness, and measurement requirements necessary to support implementation and adoption.
• Ensure business requirements support customer experience goals, strategic priorities, and measurable outcomes.

• Partner with Product Managers, Product Owners, Engineering, UX/UI, and Analytics teams throughout the delivery lifecycle.
• Support intake evaluation, roadmap development, backlog prioritization, capacity planning, PI Planning, sprint readiness, and release planning activities.
• Translate strategic business priorities into actionable work that can be executed by delivery teams.
• Identify and manage dependencies, assumptions, risks, constraints, and implementation considerations.
• Ensure solutions meet business objectives while balancing customer experience, technical feasibility, operational impacts, and delivery timelines.
• Support prioritization decisions through customer insights, business value assessment, and data-driven recommendations.

• Advocate for the customer across all phases of solution design and delivery.
• Partner with UX/UI and Analytics teams to identify customer pain points and improvement opportunities.
• Support experimentation, A/B testing, and performance optimization activities.
• Use quantitative and qualitative data to influence experience design, prioritization, and investment decisions.
• Drive initiatives that improve conversion, engagement, customer satisfaction, and overall digital experience performance.

• Build strong relationships across Business, Product, Technology, UX/UI, Analytics, Marketing, and Operations organizations.
• Create executive-ready presentations, business cases, strategic recommendations, and status updates.
• Drive alignment among diverse stakeholder groups and influence decisions without direct authority.
• Present risks, opportunities, recommendations, tradeoffs, and business impacts to senior leadership audiences.
• Facilitate cross-functional collaboration to accelerate delivery and improve business outcomes.

The Lead Digital Customer Growth role may support a limited set of operational activities that enable effective portfolio management and business continuity. These responsibilities are expected to consume no more than 25% of weekly workload and should not detract from the role's primary focus on digital growth strategy, business analysis, customer experience optimization, and cross-functional delivery leadership.

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